Impossible to sign in to My Account

[plodr]

I'm running a lifetime license (I own 5) on several computers. I've had problems with one computer since May 2022. (Windows 7, one of four Windows 7 computers) For some reason, it registers 3 devices. Mine as well as two other computers not owned by me. The computers change. I have about 20 screenshots I've saved showing the computers. Up until last Saturday, I'd go in and remove the two or sometimes three strange computers. When there are three strange computers, mine is pushed off and the lifetime license changes from Premium to Free.

Last Saturday, I went to look over the situation and was asked to verify my account. No problem. I entered my email and went I went to get the verification code, I was greeted with this.

 

I have no way to ever get an access code. Had I been informed that the site was being taken down, I would have changed the email address registered with Malwarebytes.

I tried the chat Help and that was useless. When I finished, it gave me a trouble ticket number which gets sent to a none existent email address.

 

Tell me what my options are to be able to log into my account and access my registered computers information.

Thanks in advance.

 

 

[AdvancedSetup]

Good day @plodr

I'm sorry but all licensing issues must be handled via our Help Desk. Please create a ticket.

Consumer Support

https://support.malwarebytes.com/hc/en-us/requests/new

Thank you

 

[plodr]

Thank you. I submitted a request for help and the automated message appeared at a working email address.

Hopefully in a week, I will get this fixed.

[AdvancedSetup]

What is your ticket number? @plodr

 

[plodr]

Just an update. I got help immediately on Friday and I was very happy with the assistance I was getting. When the 1 computer (always the same computer) had a problem, support and engineers issued a completely new license on Monday afternoon. Apparently that wasn't the problem because today with the new license, the computer did the same thing, changed from Premium to Free because strange computers were registered on My Account.

My trouble ticket was escalated today. I'm extremely upset now. The first thing the support woman did was blacklist all 5 licenses. Now instead of 4 working programs and one with problems that I solved myself, I now have Five broken copies of Malwarebytes. All the Premium versions reverted to Free and I can't get into My Account online. It looks like I will no longer be using Malwarebytes.

The program she said I need to run on all the computers (I ran it on just 1 computer so far), needs NET 4. I'm not even sure I'd be able to install NET 4 on XP. The other Windows 7 computers don't have NET 4 and I can't see the need to install it. It cleans out things and runs a Trial version of Malwarebytes.  In a week or two the trial becomes a Free version. Since all computers reverted to a Free version, there is no advantage.

She will not give me new Keys until I run the program on all the computers. So basically, she broke Four Malwarebytes programs that were working, updating and scanning properly.

 

[AdvancedSetup]

I understand your frustration @plodr but please run the tool as requested by your support agent.

Then they'll get you the updated licenses. That should take care of this happening again

 

[plodr]

I thought I'd provide an update. Apparently only 3 of the 5 licenses were blacklisted because only 3 are listed in My Account online.

I had to install NET 4 and was able to run the tool on my three Win 7 computers. I could not run it on the XP computer. I assume the tool only works on v 4. Because the key was not blacklisted for the v 3 running  on XP, it is still working properly with the original key. I did not install NET 4, nor run the tool on a Win 7 computer which has been working perfectly since 2017.

When I ran the tool, the 3 computers changed from a Free version to a 14 day Trial Premium version. I sent screenshots to the support person, showing all 5 computers.  She then gave me a new key which is good for 3 computers. So I now am back to my 5 Premium Lifetime licenses.

Today's problem: I've attempted to update four Windows 7 computers from v 4.5.22.236 component package 1.0.1915 to 4.5.23.241 component package 1.0.1927. All 4 computers update the database and then when I check again, tell me, MBAM is up to date. I see a thread here

https://forums.malwarebytes.com/topic/295325-malwarebytes-4523241-component-package-101927-is-available-now

with the same problem. Rather than go through the failure to update on my four computers in this thread, I will follow the above thread to see if I can figure out what is going on.

 

[AdvancedSetup]

It is your machine and you're welcome to do as you wish, but again. We do not do any type of work with Licensing issues. ALL License issues must go through our Support Desk

 

There is also this if you're interested.

How to update Windows 7 to the latest Security Updates
https://forums.malwarebytes.com/topic/274496-how-to-update-windows-7-to-the-latest-security-updates/

 

Thank you

 

[plodr]

All licenses are current and work. The support desk sent me an email.

Here is part of it

After extensive monitoring, we have determined that everything is resolved....we will go ahead and close your ticket.

 

Be aware that for a few hours the 4.5.23 version was pulled. Now it is back and I was able to update the computers.

[AdvancedSetup]

Great, sounds good

Take care