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Cannot Register My Key & Customer Support is Non-Existent

EliseHinPS
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EliseHinPS

EliseHinPS

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I have had a Malwarebytes account for almost a year. Today I tried to log in because I had an issue I was trying to resolve. I found that while Malwarebytes recognized me and displayed a key, it appeared that I couldn't log in to the company to see any more about my account. I tried to set up an account. That's where the trouble started. The system didn't recognize the key. I tried it with and without dashes. I confirmed over and over that I was entering the key that the screen showed me. When I tried to contact Customer Support, the AI answering the CS emails kept closing the tickets because it said I didn't have an account. I have three email addresses I use for different purposes. I tried creating new tickets, each using the three different email addresses. Same result. There's no human being to contact that I can find. The only way to submit a ticket seems to be the AI attended submission route. 

Does anyone have any ideas for me?

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Malwarebytes

Malwarebytes

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***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:

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  • 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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Porthos

Porthos

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1 minute ago, EliseHinPS said:

I found that while Malwarebytes recognized me and displayed a key, it appeared that I couldn't log in to the company to see any more about my account.

Sounds like you were able to log into the original account. Yes or No?

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EliseHinPS

EliseHinPS

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I tried to set up a new account because it seemed as if I had never set one up. However, it listed no subscriptions for me, even though the screen with my Malwarebytes program (on my computer) showed me that I had one, and provided me with the key. I did receive a confirmation email when I set up this new account today. That allowed me to logon. But the subscription didn't show. There was a function on the screen to allow me to "register" a key. I tried to do so, but got an error message saying it couldn't register the key. Thinking that it might not like the dashes, I tried to enter a key without them. No luck. Confirmed carefully that I was entering the correct key digits/alphas. Entered everything again. No luck. Tried three times to submit a ticket to get Malwarebytes CS to help me register the key, but each time, using one of the three emails I have (of course, including the email I used today to set up a new Malwarebytes account), the AI attendant closed the ticket because it "couldn't find an account with that email address." I cannot seem to find a human being to talk to.

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EliseHinPS

EliseHinPS

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Probably through looking at the company specifically. (My "computer guy" recommended the tool.) I have the credit card I used to purchase the subscription, but cannot find an email documenting the transaction any other way. However, it is likely that the site I went to auto-downloaded the software, since it is running regularly on my my computer. As I said, I can see the screen showing me the subscription time period, which coincides with my credit card transaction. It shows the subscription due to renew in 61 days. (I initiated the purchase in Sept 2022.)

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Porthos

Porthos

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7 minutes ago, EliseHinPS said:

What I was hoping to get by accessing this forum today was some way to contact a human being at Malwarebytes who could help me figure out why I cannot register the key.

Please post one of your closed support ticket numbers and I will have someone esclate this for you.

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AdvancedSetup

AdvancedSetup

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The system was not able to locate you based upon the email address you used.

If you create a ticket with the email address used when you made the purchase it should recognize you.

 

Here is a screenshot of the current product version.

image.png

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EliseHinPS

EliseHinPS

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This reply is to "AdvancedSetup":  I know that's what the AI says, but I was able to set up an account today that Malwarebytes confirmed.   That is my problem. The AI keeps saying it can't find the address. If I could talk to a human being, figuring this out would be so much easier. At this point, all I have is an AI generated "can't find you" message with no way to figure out what the root cause is.

Edited by AdvancedSetup
Removed PII
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EliseHinPS

EliseHinPS

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Attached is the software update screen from the product. It's showing an older version than one of the replies shows. Why, I wonder. This is getting more complicated by the minute. I will wait until Monday, hoping that someone will contact me. 

Many thanks to the two of you, AdvancedSetup and Porthos, for your help today.

Elise

Malwarebytes Version check.JPG

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