Malwarebytes Customer Service Issues

Hello, I recently noticed that my Malwarebytes premium subscription was automatically renewed today (5/18/19) through my PayPal account via Cleverbridge for $39.99. I had forgotten about this purchase, and it seems that I never upgraded the app on my Android device from the trial to the premium version. Unfortunately, I am currently facing a serious financial crisis due to unexpected circumstances, which has depleted my savings. Since the subscription renewed today and I have not utilized the Malwarebytes software license key I've been paying for over the past two years, I kindly request to cancel my subscription and receive a refund for this latest payment. This situation is truly challenging for me now. Thank you for your assistance in this matter. I look forward to your prompt response. Best regards, Nikki C. Malwarebytes 3 Premium Key: MCYYD-XZGYM-GDXNT-X7FRD

I encountered issues with my computer during a Windows update. My phone lost connection, and upon investigating, I discovered the box lights were out. Initially, I thought it was a Comcast problem. When the lights returned, my computer wouldn't start, citing an error Windows couldn't fix. After attempting a system restore without success, my only option was to install a fresh Windows. Although some personal icons remained, the Malwarebytes icon was deleted. I managed to find my license number, reference number, and expiration date on my account. I attempted to update it, but as it was a new account, it only offered a trial. I seek guidance on how to restore my original account. My license number is MCQ7G-6MQQD-H7RY6-R75EF, reference number [redacted]31, and expiration date February 13, [redacted].

Hello, I am Len Woolley and I recently received the upgraded version of Malwarebytes Premium. I am not very knowledgeable about computers and have had issues with installations before. I am worried about giving permission for changes during the installation as past experiences have caused problems. I would appreciate if a technician could guide me through the installation process. Due to recent illness, I might be a bit slow in understanding things. I joined Malwarebytes a while back and I can't recall which email I used, it could be [redacted] or [redacted] I am eager to install this upgrade but I really need some assistance. Thank you for your help! Len Woolley PO Box [redacted] or Box [redacted] Thayne, WY [redacted]

I previously reached out to customer support regarding my PC's inability to accept Windows updates. Initially, Brandon contacted me, and then Jeremy followed up a few days later. Jeremy provided instructions on running the support tool. On the first try, the scan stopped before completion with an error regarding the license key. I sent a screenshot to customer support. The next day, Jeremy requested another run of the tool, which I did multiple times. I forwarded the responses along with second and third screenshots using the reply link in the email. The scan still doesn't complete, and the license issue isn't mentioned. A security scan shows no threats, but my PC's performance has drastically declined. I would appreciate any assistance you can provide. If not, please let me know. Bill J.

I have purchased 3 lifetime keys for Malware Bytes on two separate occasions. One order came with a CD that contained the license key and ID, but the other did not include a CD, causing me to misplace the information. Your records show one key from the order without a CD with the following details: Key: HJOE-9XNQ-ENPX-WFN9, License ID: 2EJ29. This key was previously reported to be used on a device named DUBY, which I am not familiar with. I kindly request identification of the two keys that came with the mentioned lifetime key. If this is not possible, please advise on how I can retrieve the key for personal use. I currently pay for a key for one device unnecessarily, as I have purchased 6 lifetime devices and only use 3. Thank you.

I am experiencing issues with the support representative (ticket ID [redacted]) as he is unable to find my license in their records. Despite providing a screenshot of the information from my Malwarebytes account details tab on my PC, they claim they no longer have my ownership data in their database. I believe there should be backups of ownership files. The relevant information is as follows: Email Address: [redacted] License ID: DSNAA-R9R33 License Key: X6NGQ-QZKB6-RHNXJ-9R48V Status: Never Expires I am seeking assistance from management to resolve this matter promptly as I possess a lifetime license bought directly from malwarebytes.com. I can send a screen print of the account details tab via email if needed. Thank you, S. Revell

Dear support team, I am seeking assistance as I am experiencing difficulties activating my premium Malwarebytes account on my new laptop. Following a recent renewal in March, I received an email with the correct product key MCD3B-WCZMQ-437QF-KN5ER to activate my software. Due to a misunderstanding, I mistakenly used the reference number from the email initially, followed by my email address, and then attempted to use the correct key multiple times. Upon realizing the error, I attempted to enter the correct key but encountered a message stating that I have exceeded the allowed number of key entries and that there is an issue with my key. I have uninstalled the trial version, downloaded a fresh copy, and tried to activate it with the correct key, but to no avail. I am reaching out for help as I am keen on activating my premium account and continue to use your software. Any guidance or support in resolving this matter would be greatly appreciated. Kind regards, Dennis H. [redacted]

I recently started using Malwarebytes on August 5th. Up until now, I haven't encountered any virus issues on my laptop, iPad, or phone. Upon trying the free trial and subscribing, my laptop has become infected with a virus that is causing major disruptions. Whenever I type, it triggers a continuous string of numbers, typically "[redacted]1" and so on, occasionally with different numbers. The frustrating part is that after scanning with Malwarebytes, I'm informed that there are no threats or problems detected. However, the reality is my computer is practically unusable due to the virus. Thankfully, I haven't installed Malwarebytes on my other devices. I would appreciate guidance on resolving this issue and clarification on why Malwarebytes isn't identifying the virus on my computer despite the obvious symptoms.

Hello, I am Alain Vignau, and I renew my Malwarebytes subscription annually. This year, my subscription was renewed on 21st August [redacted]. The issues I am facing are as follows: 1) My code numbers have been changed from MCWZY-CW4JQ-4N8QZ-44AC8, which ended on 18th August [redacted], to CB2J4-8M44W-J667W-WZYW8, which should be valid until 19th [redacted]. My Subscription Number is [redacted]9. 2) Despite the renewal, I keep receiving a message saying "WE ARE UNABLE TO RENEW YOUR SUBSCRIPTION." Why was I charged if there are renewal issues? I request your assistance since I am a loyal premium customer. Please resolve this issue with my subscription so I can use the service properly. Looking forward to your prompt response. Al.V.

On September 21, I accidentally purchased an additional subscription to Malwarebytes Premium when I still had an available device slot on another subscription. I contacted 2co.com on September 22 to request a refund for the duplicate purchase. They advised me to reach out to Malwarebytes directly for assistance. I submitted a ticket on the Malwarebytes website under "Contact Support," but have not received a response from their team yet. Despite attempting to use the "Chat with us" feature at different times of the day, I consistently receive a message stating that representatives are unavailable for chat support. I am seeking a refund for the redundant subscription that I do not require due to an existing active subscription.

I am a 94-year-old who recently had a stroke, and I am having trouble understanding things clearly at the moment. I need to update my email address due to a new operating system installation to stop malware automatic billing on my premium 3.8.3 software. Despite entering the activation code MT7BQ-67B6CF-ZH83F-KNTTW successfully, my old email still shows up instead of my new one, [redacted] Despite my efforts over months, I cannot resolve this issue on my own. Please, can someone assist me with correcting this problem? Sending emails with instructions is not helpful as I require direct assistance. Kindly provide a way to chat or call for guidance. Thank you for your help.

I have three computers covered by your paid plan. Unfortunately, one of the computers is no longer functional, so I purchased a new one as a replacement. I require assistance in transferring my coverage to the new computer and canceling the coverage for the old one. I attempted to do this on your website but found it challenging. I need this process to be completed promptly as I rely on these services. If the old computer were operational, I would uninstall it myself, but that is not an option. Thank you for your assistance in advance.

I recently received an email stating that my Malwarebytes subscription has expired, with an offer for 25% off. I am uncertain about the legitimacy of this email and proceeded to sign in to my account via the browser, where I had to create a new password. I have Malwarebytes Premium on both my MacBook Pro and HP laptop. I have received a new key and am looking for clarification regarding my product. The email I received mentioned renewing my subscription with a discount until October 31, [redacted]. I want to ensure the security of my devices and would appreciate assistance with this issue. Thank you. - P. Knowles

Regarding your VPN offer... I am evaluating if it can be recommended to my customers. To provide accurate information, I have three questions: Q1: Are servers located in 5 eyes countries used? Q2: Is any form of logging kept by the servers used? Q3: Do you operate your own DNS servers? Commonly, many VPNs do not meet all these criteria, but I am open to positive surprises. Thank you in advance. - Andrew

Dear Marcin and the Malwarebytes.com team, I subscribed to Malwarebytes around September 12, [redacted], but was dissatisfied with the software. It conflicted with other programs on my computer, so I followed my computer specialist's advice and deleted it a year ago. I believed I had successfully canceled my subscription then. However, last month, in September, I noticed a $49.00 annual fee charged to my account. Since I no longer use the software, I kindly request a refund of $49.00. I regrettably deleted the email containing my license and purchase information due to discontinuing its use. I would appreciate your help in identifying my license number, cancelling the subscription, and processing the refund. Your assistance in this matter would be greatly valued. Thank you. Warm regards, Marene A. Z. - October 29, [redacted]

When I turned on my laptop last Sunday, Windows notified me about missing malware protection from Malwarebytes or Windows Defender. Upon checking, I realized my Malwarebytes premium was gone. I decided to buy a one-year three-license subscription for $63.89. However, after activating it, I saw I already had a valid subscription until August 6, [redacted]. I don't need two subscriptions. I contacted Malwarebytes through a support ticket (Malwarebytes Support Ticket [redacted]) but haven't received a response yet. I kindly request a refund for the $63.89 payment made (2Checkout reference: [redacted]90). Your assistance in this matter would be much appreciated.

I am still facing the problem of activating my account. Despite numerous attempts, I have not been successful. At this point, I am considering switching to a different VPN service before my current subscription expires. Typing in the Product Key daily without activation is frustrating. If I find another product that offers better satisfaction, I am prepared to let go of this subscription. Contacting the phone number provided is also futile as the automated message indicates that the number is not recognized.

I have installed Malwarebytes Premium on a computer that is now in repair. Unsure if the hard drive will be wiped, I am using a different PC currently. Seeking a temporary activation key for my replacement computer as the current key won't work on the second PC. My order reference number is [redacted]35 for a 2-year subscription that I paid $69.98 for. I am willing to provide an invoice and proof that my original PC is at the repair facility. Looking to install the premium version on my current PC. Your assistance is appreciated. Thank you, G. Schaefer.

Today, I purchased Malwarebytes Premium for 2 years and 2 devices under Order #[redacted]18. I accidentally installed it on my old Win 7 desktop instead of my new laptop. I need assistance removing it from the old desktop and installing it on both my new laptop and my daughter's laptop. I'm 82 years old and occasionally make mistakes, so my daughter usually helps me with these things. Thank you for your help in advance. Clyde Rinck

I am using Malwarebytes Premium 4.0.4 and would like to deactivate it on one computer and activate it on another. I am having trouble finding the option to deactivate the license key, which was available in the older version. I made a mistake but was eventually able to activate the software on my new PC without any problems. I appreciate the professionalism and technical skills of Malwarebytes Support staff.