Malwarebytes Customer Service Issues

I bought the Full Version of Malwarebytes on 11-29-[redacted], but I have only managed to install the Trial Version. A) Can someone guide me on finding the Full Version of Malwarebytes or provide the Hyperlink? B) How can I access the Full Version of Premium or find the Hyperlink? C) I misplaced the Installation Key for the Premium software and need assistance. D) Contact me at [redacted] if you can help. Thank you.

I have two personal computers that I have been using MalwarebytesPro on until recently. One of the computers notified me that I couldn't run the program as my two-year subscription had expired. I then renewed my subscription with the reference number [redacted] dated 6/2/18. Upon filing the invoice, I realized I had made a similar order earlier this year with reference number [redacted] dated 1/22/18. I believed my subscription covered both computers. Could you clarify if my January subscription extends to both computers or if I need separate contracts for each? Please rectify this accordingly. I won't be able to respond until after June 15th while I'm traveling, but you can reach me on my cell at [redacted]. My name is David W., and my address is [redacted] Alexandria Dr., San Diego, CA [redacted]. Thank you.

I had an IT expert install malware protection on my Windows system, though I am unsure of the specific software. Recently, I received a message from Malwarebytes indicating that my protection might have expired or that an upgrade was recommended. When I tried to renew, I was prompted to provide payment details, which I couldn't complete due to uncertainties about which card to use. Subsequently, my services were interrupted with an alarming message about "Betrug" (fraud) and PUP on my screen. As someone not familiar with these terms, this language is concerning and inappropriate. At 80 years old, I do not have credit cards but use my bank card for transactions. I need clarity in plain language on what action is required from me, whether payment is needed, and for what duration. Kindly communicate this information to me via email instead of technical jargon. Thank you. KarlKaiser.

Dear Sirs, I am now eighty years old and a slow learner when it comes to computers. A few years back, I purchased your anti-malware program through PayPal. Unfortunately, I noticed that they charged me twice on the same day, and it happened again the following year. I am currently not using the program much and do not feel the need for such high protection. Recently, I discovered that PayPal made two more payments to your company, even though I am not utilizing the program. I kindly ask for your assistance in resolving this issue and potentially obtaining a refund. Your help is greatly appreciated. Best regards, KEN

I have suspended our internet account that Malwarebytes protects. After contacting the phone number on our American Express card, cleverbridge could not locate you. American Express has blocked future payments until we discuss. While writing this note, your representative answered a call I placed to Malwarebytes. She canceled our Malwarebytes account because it is protecting an internet account suspended as of November 2, [redacted]. We will contact you when we reconnect this internet account in the spring. Our account with Malwarebytes is now discontinued, which is what we needed. Please confirm if our account still shows as active. Thank you.

I had been in the process of upgrading my Malwarebytes to premium when I came across the terms and conditions mentioning that "Avanagate Inc." or 2Checkout" handle subscriptions. After researching them online, I discovered numerous negative experiences reported by many users regarding incorrect charges and various issues with credit, collections, and subscriptions. My main concern was the Auto Renewal feature, which I strongly dislike. After reading the reviews, I have no interest in continuing with this company's services. It would be advisable to consider discontinuing them as your subscriber purchase agent. I am still interested in obtaining the premium service, and I would appreciate it if there is an alternative method to acquire it directly from Malwarebytes.

On November 09, [redacted], I noticed a charge of $24.95 on my credit card from your company for services I do not recognize. Surprisingly, a similar charge occurred on November 08, [redacted], also for $24.95. I have never interacted with your company or provided my credit card information. This is particularly concerning, as my credit card details have changed since [redacted]. Please justify these charges and explain why I am being billed for your service. Clarify the value of your product to me. If it is determined that I did not authorize these charges or if the service is irrelevant to me, I expect a prompt refund to my credit card. I appreciate your swift attention to this issue. Thank you, S.W., [redacted], [redacted].

I signed up and paid for a one-year subscription to Malwarebytes 3 Premium on Dec. 7, [redacted]. The cost was $39.99. I received a confirmation email with reference number [redacted]34 dated 12-8-[redacted] (received on Dec. 7). The product key given was CB6JB-RKD86-WJNXX-C3CZ6. After scanning, I couldn't complete registration as it prompted for an identification id. I didn't receive a registration id, but the system asks for payment of $59.99 for a year of the Premium version. The email confirmation mentioned a charge of $39.99 plus $3.90 tax, totaling $43.89. Despite having used Malwarebytes before, when I open the program, it shows the temporary 14-day free trial version, not the Premium version I paid for. I am seeking a solution to either get a refund or activate the software as intended.

About a year ago, I installed your software on my MacBook Air. Today, I received a call informing me that the company was reportedly being liquidated, and I was eligible for a $[redacted] refund. Initially, this sounded reasonable, but during the call, the situation became suspicious. The technical support representative mistakenly stated I was due $[redacted] instead of $[redacted], blaming me for the error. Now, I'm on the hook for $[redacted] because he claims the payment went through twice. He instructed me to purchase two Apple Store gift cards totaling $[redacted] to rectify the alleged double transaction. Feeling uneasy about the situation, especially with his urgency for secrecy, I'm worried about potential legal implications as a graduate student with limited funds and impending final exams. I appreciate any guidance on how to handle this troubling ordeal.

While downloading mods for Sims 4 from FireFox, I inadvertently encountered a suspicious program that hijacked my browser, prompting me to call a phone number to remove a supposed virus. I managed to resolve the browser issue by reinstalling FireFox. However, it appears this program may have affected Microsoft Word in Office XP, preventing me from opening web pages through HTTP links within Word documents. Despite running a scan with Malwarebytes that found no viruses, I am unsure how to restore the ability to open web pages from within Word. Thank you.

I have a premium service for 3 computers with you. Last week, I uninstalled and reinstalled Windows 10 and Malwarebytes. Upon downloading your program, I received the trial version for premium, but when I tried to activate my license expiring in February [redacted] with reference number [redacted]79 and license number CB3MQ-X737Y-WXDDQ-ZQUXC, it keeps saying it's invalid. Even after deleting one computer to free up space, the license activation still failed. I attempted it again 10 minutes ago, and it's still not working. I keep getting renewal warnings even though I own the premium version. Your guidance on this issue would be greatly appreciated.

Estimados de Malwarebytes, Hoy noté un cargo de $39.99 en mi tarjeta de crédito por la renovación automática de mi suscripción, la cual no he utilizado ni tengo instalada. Por descuido, no cancelé la suscripción. Por favor, les pido que cancelen la suscripción y reviertan el cargo. Espero su pronta atención. Saludos cordiales, Carlos A.

I purchased an update for my expired free version today at 4pm EST. I requested a 1-year subscription for 1 device for $39.99. My order number is [redacted]9. The confirmation message mentioned an email with the key, but I haven't received it. I checked with my credit card company, and they confirmed the charge by Malwarebytes. I contacted the support phone number provided, but it led me to a re-seller who mentioned I ordered an update for Windows 7 while I have Windows 10. They offered a credit refund, which could take up to 6 business days. They also tried to sell me the correct version for $[redacted].00, which I declined. I'm looking for assistance in resolving this issue. Should I remove the old free version from my laptop? I want to install your software correctly. Thank you. Michael H. [redacted]

I am encountering issues with my Malwarebytes activation process using the code CBW3Q-QRKHD-KYNTD-ZXQMU. Malwarebytes states that the code is incorrect and that the usage level has exceeded the maximum installations allowed. Despite selecting to deactivate other devices, there are no other devices linked to my account. I have only one PC that I am trying to activate after installing a new SDD drive. Additionally, Malwarebytes is flagging my password as incorrect. I seek a valid code for my PC and the resolution of any underlying data issues blocking the activation. I want to clarify that I do not use the provided ID 2PF44-R98CM during my activation attempts. Your help in addressing these matters is appreciated.

I recently received an alarming email claiming that a hacker accessed my account. I am concerned as the sender alleges they have compromising information and demand payment in Bitcoin to avoid sharing it with my contacts. The email suggests my device is infected, and they urge me to act quickly to avoid consequences. I am worried about the safety of my data and would appreciate any advice on how to handle this situation. Thank you.

Hello, I bought subscriptions to your products on the Google Play store. One of my subscriptions was unexpectedly renewed without my explicit permission. After addressing the issue with your team, it was clarified. However, I want to prevent this from happening again. Google Play informed me that it was initiated by Malwarebytes and I would like to inform them that I do not want any subscriptions to be automatically renewed without my explicit consent. I appreciate your assistance in this matter. Thank you, R.M. P.S.: I was disappointed by this incident, and as a loyal customer, I hope it doesn't reflect your company's values in the long run. It's important feedback for your Marketing team to consider.

Dear Malwarebytes Support Team, I am reaching out with an issue I have encountered on my Windows 8.1 software following what appears to be a Microsoft upgrade. After the upgrade, I began experiencing a series of light blue screens indicating a software error, prompting multiple reboots before I could access Windows 8.1 normally. This persisted for about a week until I noticed a lengthier Microsoft download, after which my system seemed to have been reloaded and was running smoothly like when it was new. However, I realized that my Malwarebytes program was not functioning. Despite trying to restart it, I kept receiving messages about the software being damaged. My Malwarebytes license key is CBZYG-XH6XD-NGQW7-98VBS. Unfortunately, as I bought the program three years ago directly from Malwarebytes and do not have a copy, I am unable to reinstall it. I am unclear whether this damage was intentional, possibly by Microsoft or another source. I appreciate any guidance on resolving this issue. Best regards, Larry McCarthy

I am experiencing issues with my anti-virus software not working in harmony with your program. The anti-virus removed some components needed for Malwarebytes to run properly, and it no longer starts automatically. A few weeks ago, I contacted support to cancel my recently renewed subscription, and the agent assured me I would receive a refund. However, I have not been reimbursed yet, despite not utilizing the new update. Kindly expedite the reimbursement process as much as possible. Thanks, Lionel B.

This morning, I received two emails from "Your Privacy<[redacted]>" claiming that my computer has been hacked by a Remote Administration Tool (RAT) and demanding $[redacted] in bitcoin. The hacker alleges to have collected personal data, including webcam recordings. Additionally, I've received suspicious emails about deposits of over $[redacted], possibly related to the same source. Despite having Malwarebytes Premium, it failed to prevent this breach. Unfortunately, I am unable to contact you due to login issues. Assistance would be greatly appreciated.

On March 4, [redacted], I received an email from you about my subscription renewal scheduled for April 2. I promptly responded asking not to renew. Despite no confirmation from you, I sent another request on March 30 not to renew. Surprisingly, on April 2, I got a notification of the renewal, an activation code, and a $77 charge on my Visa. I've filed a complaint with Visa as I believe that once I declined automatic renewal, the payment should have ceased. Although I received the new subscription details, I haven't activated or utilized it. I've removed Malwarebytes from my devices and canceled automatic renewal via PayPal for another active subscription. This situation has been extremely inconvenient. Regards, S. Cameron.