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I've had malwarebytes on my laptop for some time.  TBH it was sufficiently unobtgrusive that I had forgotten it was a purchased item with an associated account, assuming it was a free offering.  Dumb.  I plead age related stupidity.

I recently set up a new desktop machine and decided to install the full fat Malwerebytes Premium, and set up an account for that with a 5 device limit.

The net result is that I now have two accounts.  The older has a recurring subscription of £39.99 and shows 1 active subscription with 2 devices, the other shows a recurring subscription of £69.99 and 1 active device.  clearly I don't need both especially as the cheaper one is actually showing the correct number of devices.

Clearly I should cancel one of these accounts and since the more recent is significantly more expensive that one would appear to be the obvious candidate.  However, I need to put MWB on one more windoze box and I cannot see anywhere in either account saying how many devices it supports.

So, how can I find what precisely each account supports and is there a way of recovering the cost of my recent account purchase (even as a credit on the old account) or do I have to write that off as the cost of stupidity?

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  • Staff

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

If you are having technical issues with our Windows product, please do the following:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

Spoiler
  1. Download Malwarebytes Support Tool
  2. Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

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If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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23 minutes ago, leng said:

So, how can I find what precisely each account supports and is there a way of recovering the cost of my recent account purchase (even as a credit on the old account) or do I have to write that off as the cost of stupidity?

This is one issue only the support desk can address. The forum can not deal with license issues.

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help Please submit only one ticket/request. Additional tickets will increase the delay.

Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number.

 

Edited by Porthos
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That requests/new URL popped up in the automated reply and I tried following it.  I came to a page where I asked a question then hit "submit" but there was no ticket number or anything provided so I hope it went where it was supposed to.

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