Malwarebytes Premium Subscription Renewal

[Tuscan Driver]

I had 28 days remaining on my Premium account and was being prompted to renew my subscription. I was told that if I renew now, I would be able to keep any existing days that remained on my interface account, which was 28 days. I went onto my https://estore.malwarebytes.com/ account to renew but unfortunately it was prompting me to renew my subscription for 2 PC's. I now only had the 1 PC and I contacted support for how to go about renewing for just the one. I was emailed the link and was presented with just the 1 PC to renew my subscription. After I had completed the transaction, I checked my MB interface and now instead of the status saying 394 days remaining, it only said 366, So I had been cheated of the other 28 days!  I opened up a Malwarebytes Support ticket on the 04/11/23 but have heard no more back since. I have been using this software for many years now and never been short changed like this before. Sadly might start looking elsewhere after this subscription expires next back end of 2024.

Edited November 6, 2023 by Tuscan Driver

[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

[Porthos]

18 minutes ago, Tuscan Driver said:

I opened up a Malwarebytes Support ticket on the 04/11/23 but have heard no more back since.

It can take 3-5 weekdays for a response. You put in the request on Friday, this is Monday.

[AdvancedSetup]

Someone from support will reach out to assist you. It looks like you made a 2nd purchase. They should be able to correct for you.

Thanks

 

[Tuscan Driver]

36 minutes ago, AdvancedSetup said:

Someone from support will reach out to assist you. It looks like you made a 2nd purchase. They should be able to correct for you.

Thanks

 

They have corrected this for me, however they should have offered me the full 394 days but I only got the 366 so I was cheated out of the remaining 28 days I had left on the subscription that was drawing to a close.

[Tuscan Driver]

1 hour ago, Malwarebytes said:

***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:

  Reveal hidden contents

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:

  Reveal hidden contents

 

 

 

 

Spoiler

 

 

 

 

If you are having licensing issues, please do the following: 

  Reveal hidden contents

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

 How does this assist me? I'm asking for subscription issues and you give me assistance on technical issues!🤣 

[AdvancedSetup]

No one has reached out that soon. Please be patient and try to relax. Support will assist you and take care of it. It takes time it's not like chatting with your friends in real time on Twitter

Thank you again

 

[AdvancedSetup]

They canceled and refunded the payment for the new sub in full.

You can still use the original until end of term. If you want to renew now, you can and no time is lost.

I would respond to your ticket though. The forums is not the best place to post license, purchase, details etc. due to privacy concerns.

 

[Tuscan Driver]

1 hour ago, AdvancedSetup said:

They canceled and refunded the payment for the new sub in full.

You can still use the original until end of term. If you want to renew now, you can and no time is lost.

I would respond to your ticket though. The forums is not the best place to post license, purchase, details etc. due to privacy concerns.

 

They haven't cancelled my new subscription, I have been charged £26.99 and I await the response from Jason Todd Director, Customer Support.

[Tuscan Driver]

On 11/7/2023 at 12:01 AM, Tuscan Driver said:

They haven't cancelled my new subscription, I have been charged £26.99 and I await the response from Jason Todd Director, Customer Support.

Been fully refunded now and will wait for the remaining 22days left to count to zero before I apply again for subscription renewal.

[AdvancedSetup]

Sounds good.

All the best. Hope you have a great upcoming weekend