Not receiving verification code for identity verification

[Stephe]

     I am not receiving a verification code for identity verification at
https://my.malwarebytes.com/verify-identity .

     I recently deactivated my license on an old computer than reactivated
it on a new computer, but the new computer suffered a BIOS flashing error
on the first day I got it and the machine is no longer operable and it died
with my activated license on it.

     I went back to the original computer and reactivated the license there,
but that means I have two computers activated now, so I want to deactivate
the licence on the inoperable computer, but cannot because I cannot access
my account online due to the verification problem.

     Verification is also preventing me from chatting with an agent for
Personal Support at https://support.malwarebytes.com/hc/en-us/p/contact_support

     I wish there was some way to change verification so that I receive the
code via cell phone rather than email.

Edited June 10, 2023 by Stephe
clarification

[Malwarebytes]

***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:

Spoiler

 

 

 

 

Spoiler

 

 

 

 

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

[AdvancedSetup]

Please create a support ticket and and one of our agents will be happy to assist you.

Consumer Support

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

Thank you

 

[KARWEL]

I've had the same problem for a long time, once every six months I get a code...

Support cannot fix it.

Edited September 20, 2023 by AdvancedSetup
Removed unneeded quote

[AdvancedSetup]

Hello @KARWEL

If you wish for the email to properly arrive then please work with your server email administrator. Due to extremely high spam, malware, and phishing threats around the world it can be very difficult and time consuming to get an email server to be fully trusted by other mail servers.

Overall your mail server probably works for many but tests seem to indicate some possible issues that might be the reason our mail server does not trust yours and why I say it's best to have your mail server admin check and work on the issue

Otherwise, as support has mentioned you'd need to use an email from a system that already is trusted

Thank you

 

[KARWEL]

13 hours ago, AdvancedSetup said:

Hello @KARWEL

If you wish for the email to properly arrive then please work with your server email administrator. Due to extremely high spam, malware, and phishing threats around the world it can be very difficult and time consuming to get an email server to be fully trusted by other mail servers.

Overall your mail server probably works for many but tests seem to indicate some possible issues that might be the reason our mail server does not trust yours and why I say it's best to have your mail server admin check and work on the issue

Otherwise, as support has mentioned you'd need to use an email from a system that already is trusted

Thank you

 

As I wrote earlier, the e-mail is not in spam, the mail administrator has analyzed it and nothing is received. The code will arrive once every 6 months (does not go to spam).

All other emails from Malwarebytes arrive without any problems.

[KARWEL]

6 minutes ago, KARWEL said:

As I wrote earlier, the e-mail is not in spam, the mail administrator has analyzed it and nothing is received. The code will arrive once every 6 months (does not go to spam).

All other emails from Malwarebytes arrive without any problems.

I'm not the only one who has problems with these codes...

[AdvancedSetup]

1 hour ago, KARWEL said:

As I wrote earlier, the e-mail is not in spam, the mail administrator has analyzed it and nothing is received. The code will arrive once every 6 months (does not go to spam).

All other emails from Malwarebytes arrive without any problems.

 

The intricacies of email functionality seem to have been misunderstood in the information you've received. When in dialogue with your mail administrator, it's imperative to understand that if an email server declines an incoming message, it will not allocate it to any folder, be it inbox, spam, or otherwise. Consequently, the recipient remains unaware of such emails period. The only place to see or locate there was mail server to mail server contact is to look in log files.

I offer this insight with the best of intentions, but the decision to act rests with you. If you opt not to address this, the unfortunate reality is that the codes may remain inaccessible, and our hands are tied in such situations.

For context, while the global landscape boasts countless email servers, a significantly smaller subset is adeptly configured to navigate today's evolving threat dynamics. It's worth ensuring you're aligned with a server that falls within this advanced subset.

Thank you again

 

 

[KARWEL]

2 hours ago, AdvancedSetup said:

The only place to see or locate there was mail server to mail server contact is to look in log files.

Yes, the mail administrator analyzed the logs and found nothing...

[AdvancedSetup]

Okay I'll go ahead and close this topic then. There is nothing we can do about the delivery failure. If you wish for it to work please use a common free mail domain such as Outlook, Gmail, etc.

Thank you and good luck