Premium subscription deactived on two Android phones

[hikerguy]

As I was trying to resolve a renewal issue (that I've opened a separate tkt on with support), I discovered that the premium subscriptions on both my phone and my wife's phone had been deactivated (and I have no clue how long ago that happened, as I don't regularly check that. I expect it to stay activated since I'm still under a subscription. I'll be setting a monthly email reminder now to check out subscription status on all devices. Very disappointed by this). We have a 2-year premium subscription that auto-renews July 3.  Has anyone else ran into this problem?

 

Thanks

Andy

[Porthos]

@hikerguy Please stay with support for all of your issues.

[hikerguy]

I posted here as well to find out if others are having a similar issue. If they are, I can take that back to support and tell them they have  a bigger problem than just my account. If it's widespread, support needs to know about it.

[Porthos]

19 minutes ago, hikerguy said:

I posted here as well to find out if others are having a similar issue. If they are, I can take that back to support and tell them they have  a bigger problem than just my account. If it's widespread, support needs to know about it.

Since the Android version is far less widespread than the Windows version, this section is far less traveled by users.

License or account issues can only be dealt with by support for all versions, all posts about those issues are directed to support anyway.

@mbam_mtbr Might be able to assist.

[mbam_mtbr]

6 hours ago, Porthos said:

Since the Android version is far less widespread than the Windows version, this section is far less traveled by users.

License or account issues can only be dealt with by support for all versions, all posts about those issues are directed to support anyway.

@mbam_mtbr Might be able to assist.

You are correct @Porthos.  Licensing or accounts issues are outside of the scope of what we can do on the forums.

 

[hikerguy]

OK. I assumed the use of MWB was close to equal between Desktop and Android use.  

Who/what is @mbam_mtbr?

Thanks,

Andy

[Porthos]

1 minute ago, hikerguy said:

I assumed the use of MWB was close to equal between Desktop and Android use. 

No, it is not. Each has its own threats and Malwarebytes defenses.

2 minutes ago, hikerguy said:

Who/what is @mbam_mtbr?

Staff member.

[Chateau]

I have three Android devices, two Samsung phones and one Fire Tablet that have updated to Malwarebytes version 5.0.7+0 from Google Play.

All have lost the Premium Features and my subscription at Google Play is still active and will not renew until December of this year.

When I select I have a subscription, Restore Google Pay purchase I get the following error " Restore purchase error, we were unable to restore a purchase for this Google account.

 I have an open Support Ticket and they have been very responsive but so far we have only been able to get one phone to restore Premium Features by deleting data on Google Play and cache on Google Play Services and rebooting the phone and then doing the restore purchase. The other two, one phone and Fire Tablet refuse to restore the purchase no matter what I do.

All the above would seem to indicate a problem with version 5.0.7+0 that is presently being offered by Google Play.

[Porthos]

4 minutes ago, Chateau said:

I have an open Support Ticket

Stick with the support ticket. There is nothing we can do on the forum.

[Chateau]

Y

Just now, Porthos said:

Stick with the support ticket. There is nothing we can do on the forum.

Yep, that I am but as another poster said, just checking to see if anyone else is having this same issue and it appears I am not alone.

[Chateau]

As stated in my earlier post, support had me doing a clear cache on Google Play and Google Play Services and rebooting my phone yesterday. At some point I was able to restore my Google Play purchase to my phone only but not on my wife's phone or Fire Tablet. I did notice that someone (not me) had added a new subscription for one device only to my Malwarebytes Account that expires on exactly the same day that my Google Play subscription expires later this year.

Since I was not comfortable using my Android devices without Malwarebytes Premium Features, I ended up buying a new one year subscription for three devices to solve my problem with Malwarebytes version 5 not being able to restore my Google Play purchase.

At any rate, I have now applied the new purchased subscription License Key to my Fire Tablet and it is now working with Premium Features. Plan do the same to wife's phone later today.

That will use two of the three devices available with my new purchased subscription and I will apply the remaining one to my phone when its it's Google Play subscription expires in December.

Not what I would call a desired resolution to my problem with Malwarebytes version 5 but sometimes you have to weight cost against your time and aggravation trying to fix something and simply move on.

[AdvancedSetup]

Thank you for the feedback