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I can't start MalwareBytes on Android 10

AlfaVitaY2K
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AlfaVitaY2K

AlfaVitaY2K

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Hello. I've downloaded MalwareBytes from Google Play. When I click on "Get Started", a small window says "Something went wrong, try again later". The only other option I see is "I have a subscription". I can't start MalwareBytes free trial. Is this a bug, or I am missing something? I can't understand where to click for free trial.

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Porthos

Porthos

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You do need to have a credit card on file with Google Play otherwise it cannot start a Trial

Cancel the Trial within 7 days and Malwarebytes Mobile Security will return to the Free version.

Edited by Porthos
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AlfaVitaY2K

AlfaVitaY2K

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9 minutes ago, Porthos said:

You do need to have a credit card on file with Google Play otherwise it cannot start a Trial

Cancel the Trial within 7 days and Malwarebytes Mobile Security will return to the Free version.

I have a Google Play gift card money account. Isn't this enough? Google says yes.

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mbam_mtbr

mbam_mtbr

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Hi @AlfaVitaY2K,

Do you know what version you installed?

We are sorry you are experiencing this issue. Please follow the steps below.

  1. Go to settings ---> apps and find/click Malwarebytes in the App info list
  2. Go to Storage & cache
    1. Click Clear Storage
    2. Click Clear cache
  3. Click the Back arrow to go back to Malwarebytes main App Info screen
  4. Click Uninstall
  5. Go to Google PLAY store and re-install Malwarebytes
  6. Restart your device

If this does not help, please check if there any other security (anti-virus) application installed on your device and uninstall any other security apps.

 

 

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AlfaVitaY2K

AlfaVitaY2K

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12 hours ago, mbam_mtbr said:

Hi @AlfaVitaY2K,

Do you know what version you installed?

We are sorry you are experiencing this issue. Please follow the steps below.

  1. Go to settings ---> apps and find/click Malwarebytes in the App info list
  2. Go to Storage & cache
    1. Click Clear Storage
    2. Click Clear cache
  3. Click the Back arrow to go back to Malwarebytes main App Info screen
  4. Click Uninstall
  5. Go to Google PLAY store and re-install Malwarebytes
  6. Restart your device

If this does not help, please check if there any other security (anti-virus) application installed on your device and uninstall any other security apps.

 

 

I did what you said, but it didn't work. MB still doesn't start.

Why do I need to uninstall another AV? Isn't MB a secondary AV that can work with another AV?

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AlfaVitaY2K

AlfaVitaY2K

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34 minutes ago, mbam_mtbr said:

Hi @AlfaVitaY2K,

Yes, absolutely.  Just sometimes this resolves issues.  At this point, it's best to open a support ticket to be able to collect information to resolve this issue.

 

I did open a support ticket, but it didn't work. This is what they replied:

 

Hello Forzaalfavita,

Thank you for contacting Malwarebytes support, we're unable to locate a subscription with the email provided. If another email address was used to purchase your subscription, please submit a new ticket with that email address.

If you are using our free trial product and:


  • Are interested in becoming a Malwarebytes customer, check out our available plans here
  • Need additional help, visit our Forums
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mbam_mtbr

mbam_mtbr

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2 minutes ago, AlfaVitaY2K said:

I did open a support ticket, but it didn't work. This is what they replied:

 

Hello Forzaalfavita,

Thank you for contacting Malwarebytes support, we're unable to locate a subscription with the email provided. If another email address was used to purchase your subscription, please submit a new ticket with that email address.

If you are using our free trial product and:

  •  
  • Are interested in becoming a Malwarebytes customer, check out our available plans here
  • Need additional help, visit our Forums

Okay, I'll let our support staff know you are having issues submitting a ticket.

In the meantime, what version of Malwarebytes for Android are you running?

 

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AlfaVitaY2K

AlfaVitaY2K

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11 minutes ago, mbam_mtbr said:

Okay, I'll let our support staff know you are having issues submitting a ticket.

In the meantime, what version of Malwarebytes for Android are you running?

 

I've downloaded it a couple of days ago. According to logic it's the last one.

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AlfaVitaY2K

AlfaVitaY2K

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4 minutes ago, mbam_mtbr said:

Hi @AlfaVitaY2K,

Okay, great.  On 5.0.7+0 then.

Can we get the make/model of your device?

Also, could you try disabling battery optimization to see if that resolves?

  

Sony Experia XZ2 Compact. Battery has nothing to do with it. I think it won't start because it's on Android 10. It's not supported anymore. Other AV work fine anyway.

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