[ RESOLVED ] emailing or chatting with support is impossible

[bemusedmanager]

My issue is that I no longer have the email address that I purchased my lifetime licence with several years ago. I am able to use MBytes of course but recently, I added a password to avoid tampering. I forgot that password and now can't access many of the admin settings. I tried to reset the password but it requires me to use my old email address which of course leaves me in a loop that whilst the ticket is opened it is straight away closed because I am trying to use my new email address. Any emails to verify to the old address of course must bounce back. I've tried to highlight this in the support email page but the darn autobot obviously can't understand that!

[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:

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[bemusedmanager]

And what if I do not wish to go through the Support Tool process which I find quite over the top given what I have described. There must be a way to simply update my email address!

[Porthos]

4 minutes ago, bemusedmanager said:

I forgot that password and now can't access many of the admin settings.

If you forget your Tamper Protection password, it can be reset using your license key, or the key portion of your license, if your license is in the older ID and Key format. In the Tamper Protection window, click Reset password, then enter your license key (capitalized and including dashes) to set a new password. 

[bemusedmanager]

1 minute ago, Porthos said:

If you forget your Tamper Protection password, it can be reset using your license key, or the key portion of your license, if your license is in the older ID and Key format. In the Tamper Protection window, click Reset password, then enter your license key (capitalized and including dashes) to set a new password. 

Thanks Porthos but when I tried to copy and paste my recorded licence key, it rejects said key. It says invalid key and I have also tried my licence ID and yes, as I said, I've had the Lifetime Licence since 2015 actually.

[bemusedmanager]

I just can't understand that everywhere I've looked, I can't simply email MBytes and get this issue quickly resolved.

[Porthos]

1 minute ago, bemusedmanager said:

then enter your license key (capitalized and including dashes) to set a new password. 

Try typing it manually.

[bemusedmanager]

1 minute ago, Porthos said:

Try typing it manually.

Porthos, thank you so very much! That worked! copying and pasting is obviously a no-no :) Anyway, the silver lining of all of this is that I now am a (new) forum member :) Thanks again.

[Porthos]

1 minute ago, bemusedmanager said:

That worked!

Now let's work on getting your email changed. What was the ticket number of the closed ticket?

 

[bemusedmanager]

1 minute ago, Porthos said:

Now let's work on getting your email changed. What was the ticket number of the closed ticket?

 

4378364

[Porthos]

Was the license bought directly online from Malwarebytes or from a third-party or boxed edition?

[bemusedmanager]

1 minute ago, Porthos said:

Was the license bought directly online from Malwarebytes or from a third-party or boxed edition?

accounts@malwarebytes.com

 

[bemusedmanager]

Actually, my records indicate Cleverbridge was the handler?

[Porthos]

Just now, bemusedmanager said:

Actually, my records indicate Cleverbridge was the handler?

Great, you still have all of that purchase info?

[bemusedmanager]

Just now, Porthos said:

Great, you still have all of that purchase info?

Certainly do.

[Porthos]

I will have someone reach out to you. It is the weekend so it might not be until next week,

 

[bemusedmanager]

2 hours ago, Porthos said:

I will have someone reach out to you. It is the weekend so it might not be until next week,

 

Thank you Porthos. And I just read your byline which clarifies to me what your standing is with MBytes - a dedicated fan/user but not an employee so once again thank you for your assistance. Right now, I can use the program (as always) but now have full access to my settings which only departed when I forgot my tamper password. As far as the main account, yes, I do think it desirable to have the redundant email address updated and once again, this seems to me to be more problematic than it should be if the email correspondence was more human focused rather than bot (just my opinion). Way back in 2014 I had email correspondence with a Bob (I won't quote his surname here in open forum) and he was most helpful. He's possibly retired now :)

[Porthos]

I ssue solved by support.

[Porthos]

Closing this topic as it's been resolved.