Marcin8459385 Posted January 15 ID:1611668 Share Posted January 15 I am lost for words to express how unhappy i am with Malwarebytes support. I have worked for a large MSP as a system admin including Exchange Online for over 20 years. We have used Malware bytes in the past, although long time ago and resold it to our clients as well. Having now purchased a few personal licenses I have been very happy with the software. However recently I wanted to log in to my account to add one more license. This was a few weeks ago and I have been speaking to Malwarebytes support about this. I guess speaking is vastly exaggerated as this has mainly been a monologue. I am not receiving verification emails. I have tried to explain to them that I have run Message Trace in Exchange Online and their email doesn't even reach my Exchange organisation (For those who know what it is) I added their suggested email address to trusted email addresses in Exchange Online although I know that those only kick in when an email arrives. I have just signed up for the account to access this forum and received the activation email no problem. I am also receiving emails from their support fine. I have asked them now to cancel my licenses as i'm unable to access them nor make any changes. I have no hope that someone can help as this is to do with their email server. Link to post Share on other sites More sharing options...
Porthos Posted January 15 ID:1611671 Share Posted January 15 I have asked someone to look into this. Do you have webmail access to this email and have you checked that way? Link to post Share on other sites More sharing options...
Marcin8459385 Posted January 15 Author ID:1611672 Share Posted January 15 Yes. On this case I was only using webmail to rule out Outlook. Link to post Share on other sites More sharing options...
Administrators jtodd234 Posted January 17 Administrators ID:1612132 Share Posted January 17 @Marcin8459385 Jason Here from support, I am sorry for the inconvenience that you are encountering. Can you PM me your ticket number or email address so I can see what is happening here? 1 Link to post Share on other sites More sharing options...
Administrators jtodd234 Posted January 17 Administrators ID:1612153 Share Posted January 17 @Marcin8459385I was able to locate the issue after some further digging. Please try again and let us know if you are still encountering any problems. 3 Link to post Share on other sites More sharing options...
Marcin8459385 Posted January 18 Author ID:1612348 Share Posted January 18 Hi, just tried and no verification email from Malwarebytes even in the exchange log. I have received emails from Malwarebytes support. Link to post Share on other sites More sharing options...
Administrators jtodd234 Posted January 19 Administrators ID:1612433 Share Posted January 19 @Marcin8459385I adjusted another setting to resolve this, hopefully fully. Please try once more and report back. If not, I will escalate this to see what I am missing from my systems to resolve this for you. 2 Link to post Share on other sites More sharing options...
KenRichardson Posted January 20 ID:1612664 Share Posted January 20 I also have had exactly the same problem - verify emails not being received despite me putting the designed malwarebytes email in the Outlook safe senders trusted list. I have been trying for days I raised a ticket 4 days ago which was acknowledged via a auto response email (support ticket 4510827) but no response even after I sent a ticket update There must be major bug in the verification module Really very disappointed, unless I get a response and fix soon I will have to recommend to the company that the Teams license is cancelled Help! Link to post Share on other sites More sharing options...
Marcin8459385 Posted January 21 Author ID:1612764 Share Posted January 21 On 1/19/2024 at 3:20 PM, jtodd234 said: @Marcin8459385I adjusted another setting to resolve this, hopefully fully. Please try once more and report back. If not, I will escalate this to see what I am missing from my systems to resolve this for you. it worked. i tried signing in today and the verification code was received. Thank you so much. 1 Link to post Share on other sites More sharing options...
KenRichardson Posted January 21 ID:1612780 Share Posted January 21 Just tried again - Still not getting verification emails Link to post Share on other sites More sharing options...
Porthos Posted January 21 ID:1612785 Share Posted January 21 23 hours ago, KenRichardson said: unless I get a response and fix soon Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number. Even though you added to the safe senders list, check the spam/junk folder as well. Email is sent from accounts@malwarebytes.com Link to post Share on other sites More sharing options...
Administrators jtodd234 Posted January 22 Administrators ID:1612828 Share Posted January 22 @Marcin8459385, I am glad we could resolve the issue. @KenRichardson,Thank you for bringing this to our attention. I have updated your ticket accordingly. However, after a thorough investigation, we have determined that the issue is not related to our system, as it is functioning as intended. Let me know if you still have any trouble via the support ticket and we will see how we can further assist. Link to post Share on other sites More sharing options...
KenRichardson Posted January 22 ID:1612914 Share Posted January 22 Hi Jason Still having the same problem - I've updated the support ticket following your ticket response I can't use your suggested solution as the license I'm trying to download and activate is a Malwarebytes Premium Teams License via the UK Royal Bank of Scotland. This requires me to sign on via the portal and I'm still not receiving emails. Link to post Share on other sites More sharing options...
Administrators jtodd234 Posted January 23 Administrators ID:1613232 Share Posted January 23 @KenRichardsonThanks for the reply here and via the support ticket. I appreciate your patience. Some first-time steps have already been completed, and it is unnecessary to sign into the portal for your protection to start. I have included instructions for activating, which will work ill regardless of your ability to access my.malwarebytes.com. Keep me posted on the Support ticket, and we will get this resolved for you ASAP. 1 1 Link to post Share on other sites More sharing options...
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