nozeibi Posted January 24 ID:1613492 Share Posted January 24 Hello! I had recently added Identity Theft Protection to my subscription last night, but for some reason it won't activate? I had an activation button last night for the VPN and then when it got to the Identity Theft Protection part, it gave me a blank page, and now it currently sits like the listed pictures. As you see, I have no more activation button and I am not taken to any other menu or anything. I'm not sure what to do or how to fix this because when I submit a support request, I am just given a bot answer via link to how to activate it, which says to hit the activation button and be taken to some other menu, but as you see, I lack the activation button. Please help. I submitted a ticket for a refund but it was more to see if I could get anyone to help me with this issue. I blocked out name and reference number for own safety, but the only things I blocked out are blocked out with black. Thank you. Link to post
Porthos Posted January 24 ID:1613498 Share Posted January 24 This is one issue only the support desk can address. Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help Please submit only one ticket/request. Additional tickets will increase the delay. Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number. Link to post
nozeibi Posted January 24 Author ID:1613517 Share Posted January 24 23 minutes ago, Porthos said: This is one issue only the support desk can address. Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help Please submit only one ticket/request. Additional tickets will increase the delay. Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number. Porthos, this is the response I receive when I do so. It does not seem like I can actually get to a real person which is why I ended up posting here. Link to post
nozeibi Posted January 24 Author ID:1613525 Share Posted January 24 As you see from original response, I can't do as the autobot says to do. Link to post
Administrators Solution jtodd234 Posted January 24 Administrators Solution ID:1613530 Share Posted January 24 (edited) @nozeibi, Jason here from Support. Let me look closely at your account to see what is happening. Can you please Private message me the ticket number you got a response on and your purchase email if it differs from the ticket created? This will help us further assist you. Edited January 24 by jtodd234 1 Link to post
Beachcomber Posted January 27 ID:1614143 Share Posted January 27 I have exactly the same problem and cannot access the Identity theft protection subscription to which i have upgraded. The automated response is of no help because the activate or manage buttons are not there so I cannot access any further menus. The subscription is just show as loading and I cannot get any further. nor do I seem to be able to contact any support other that the useless auto response. Link to post
Administrators jtodd234 Posted January 28 Administrators ID:1614280 Share Posted January 28 @Becahcomber, Jason here from support. I am sorry for the inconvenience you are encountering with our Identity protection. I would be happy to assist you further. It appears you have an open support ticket. I'll reach out on that inquiry now to further assist. Link to post
JolynnP Posted February 3 ID:1615624 Share Posted February 3 Hey, I am having the same issue with Identity Essentials. I tried calling and going online and submitting tickets. NO ONE is helping with this and I spent a lot on this product not to be able to use it. I also tried to request a refund for the identity essentials piece since I cant use it and I never got a response. This is so frustrating! Link to post
Porthos Posted February 3 ID:1615625 Share Posted February 3 (edited) 12 minutes ago, JolynnP said: I tried calling and going online and submitting tickets. Support tickets take 3-7 weekdays. Submitting more than one ticket will put you to the back to the first come first serve queue. 12 minutes ago, JolynnP said: I tried calling There is no direct phone number. You can request a call in the support ticket. 12 minutes ago, JolynnP said: I also tried to request a refund for the identity essentials piece since I cant use it and I never got a response. Same support queue wait. Edited February 3 by Porthos Link to post
JolynnP Posted February 3 ID:1615628 Share Posted February 3 I found this phone number for Malwarebytes 8665131657 Link to post
Porthos Posted February 3 ID:1615629 Share Posted February 3 3 minutes ago, JolynnP said: I found this phone number for Malwarebytes 8665131657 The numbers you may find are not for incoming calls. Link to post
Porthos Posted February 3 ID:1615635 Share Posted February 3 @JolynnP Be sure to also check your spam/junk folders as well. Link to post
JolynnP Posted February 3 ID:1615637 Share Posted February 3 Yes, I did that. I get an immediate email after submitting the ticket that says the ticket is closed so please dont reply to it. This has been very frustrating. Link to post
Porthos Posted February 3 ID:1615638 Share Posted February 3 Just now, JolynnP said: I get an immediate email after submitting the ticket that says the ticket is closed so please dont reply to it. Did you use the email address that was used to purchase Malwarebytes? Link to post
JolynnP Posted February 3 ID:1615639 Share Posted February 3 It makes me wonder how much help this company would be if my identity did get stolen. There is no help for something this simple, how will there be help for something bigger? Link to post
JolynnP Posted February 3 ID:1615640 Share Posted February 3 Yes, I use the same email address every time. I also always get the same customer service person when I do call that number. That seems a bit odd to me that its always the same woman who answers. I dont know, I think this should get escalated at this point to the FTC or AGs office in my state. I worry now about this company not being legitmate. Link to post
Porthos Posted February 3 ID:1615641 Share Posted February 3 2 minutes ago, JolynnP said: It makes me wonder how much help this company would be if my identity did get stolen. After purchasing, Identity Theft Protection Services can be accessed and activated through a portal link in MyAccount. Link to post
JolynnP Posted February 3 ID:1615642 Share Posted February 3 I cannot access it at all. It will not open despite it being listed there. Link to post
Porthos Posted February 3 ID:1615643 Share Posted February 3 Just now, JolynnP said: It will not open despite it being listed there. So you are able to access the account portal? Link to post
JolynnP Posted February 3 ID:1615644 Share Posted February 3 This is what it looks like on my end Link to post
Porthos Posted February 3 ID:1615646 Share Posted February 3 Can you click in this area? Link to post
JolynnP Posted February 3 ID:1615647 Share Posted February 3 6 minutes ago, Porthos said: After purchasing, Identity Theft Protection Services can be accessed and activated through a portal link in MyAccount. No, it will not let me click on it at all. Link to post
Porthos Posted February 3 ID:1615648 Share Posted February 3 Just now, JolynnP said: No, it will not let me click on it at all. Since personally I do not use it, I will ask @jtodd234 to have someone reach out to you. Did you ever get a ticket number for your support requests? If so please post it. Link to post
JolynnP Posted February 3 ID:1615649 Share Posted February 3 No ticket number. I only get these emails sent to me. Link to post
Porthos Posted February 3 ID:1615651 Share Posted February 3 2 minutes ago, JolynnP said: I only get these emails sent to me. I was just about to ask if you followed those instructions. Guess you did? Just to rule out a browser issue, could you try with a different browser Link to post
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