[ RESOLVED ] Support System Auto closing valid tickets

[JamminR]

I'd spent 45-60 minutes gathering info and using the MB support tool to first diagnose, and then submit, a support incident. This is on top of the hours I've spent before determining what I believe to be an issue with MBAMService.exe
Upon clicking the submit button, I immediately get a email back saying the ticket has been closed because the email address doesn't match a subscription.

I DO NOT HAVE a subscription.
I bought this, what seemed to be, great product when it was still sold in boxes and had never expiring licensing.
Please re-open ticket 4534820 immediately.

[Malwarebytes]

***This is an automated reply***

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Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

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[Porthos]

18 minutes ago, JamminR said:

great product when it was still sold in boxes and had never expiring licensing.

 

19 minutes ago, JamminR said:

I immediately get a email back saying the ticket has been closed because the email address doesn't match a subscription.

You need to create an account at my.malwarebytes.com and add your key to that account then you will have access to the help desk. https://support.malwarebytes.com/hc/en-us/articles/360038516954-Add-a-license-key-to-My-Account

Boxed editions needed to be registered in the online account.

That being said, what issue do you have that caused you to create a ticket???

[Porthos]

24 minutes ago, JamminR said:

This is on top of the hours I've spent before determining what I believe to be an issue with MBAMService.exe

We can assist with that here on the forum.

[JamminR]

Your instruction looks as though it might work.
That being said, 1) MB is a 'security' product that wants me to create yet one more internet account user/pass that will be stored in a publicly accessable server, in which the account will some day be hacked?
(when not if)
2) and more valuable to me than 1 because, sure, yet more registrations, I'm already 45 minutes into the work of the MB support tool to get to the point where the 'submit ticket' button existed.
I'd spent 15 minutes typing up my issue.
It would save me much more time and frustration if I didn't have to re-do all the typing and work I'd done to get to that point if the original ticket could be re-opened.
As a moderator, do you not have contacts within the company to get it re-opened?

 

[Porthos]

1 minute ago, JamminR said:

1) MB is a 'security' product that wants me to create yet one more internet account user/pass that will be stored in a publicly accessable server, in which the account will some day be hacked?
(when not if)

You need to have that account so that any future issues with your license can be fixed by you. People have lost their license permanently in the past when not registered in the account.

Ways to lose the license can be just switching computers without deactivating, reinstalling Windows, and the computer failing.

Using the helpdesk requires a registered license.

21 hours ago, JamminR said:

I believe to be an issue with MBAMService.exe

The above type of issue we work on here in this official support forum. The log you gathered with the support tool can be attached here and you will receive faster assistance to correct the issue.

[JamminR]

Seems a Jason of MB support has re-opened the case and is having me run the log gathering again.
Thanks.
 

[Porthos]

Since the user is working with support I will close this very soon.

[Porthos]

Closing this topic as it's been resolved.