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Malwarebytes Review + Feedback & Discussion

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Write and read about experiences with Malwarebytes software including experience in interacting with customer service/tech support, and opinions about the the effectiveness of the software..

Read 1 Customer Review for Malwarebytes.

How is the price of the products/service offered compared to the competition? (10 = cheapest found, 5 = average) - 1 person rated the prices offered by the store a score of 4.84
How long did it take for you to get a reply from customer service? - 120 hours on average experienced by 1 person hour(s)

Ken T. reviewer photoPosted by Ken T. (4 months ago)

Expired My Legitimate License

I bought Malwarebytes Premium LIFETIME license from Newegg.com back in 2013. I installed it on a legacy Windows XP virtual machine, where it was used for 5 years. Earlier this year I decided that the VM no longer needed Malwarebytes on it, so I decided to uninstall it from there, then install on a brand new NUC I just bought. This was in February 2019.

Last week, however, when I went and tried to update the Malwarebytes database on the new NUC, I got the message:

"License Key Is Blacklisted"

What in the world? I tried re-entering the same Malwarebytes license ID and key, but same thing. So I registered for an account and sent in a support ticket, along with the purchase receipt of my order from 6 years ago.

It took them 5 days to get back to me, and the reply was:

Hello ***,

Thank you for contacting Malwarebytes Consumer Support, my name is ***** and I will be assisting you with your ticket #****.

Thank you for the information and please accept my sincere apologies for the inconvenience.

I am forwarding this issue to our licensing team for further investigation.

Please be patient while our licensing team is looking into this issue and If you require any further information, feel free to contact me.

Thank you,

**** *.

After 2 more days, tech support asked me to re-try the ID & Key. It finally worked. The license status now says "Never expires". I asked what happened, and this was their response:

Thank you for the update and I'm happy for you taking time out of your day to write back and let me know.

Our licensing team is in the process of reviewing the old lifetime licenses as a measure of security, because lately we have received multiple complaints regarding lifetime license being sold by unauthorized sellers / person and during this bulk process, some legitimate license (such as your's) also got caught up by mistake.

Rest assured, your license key is now reinstated and additionally you've also provided legitimate proof of purchase.

Please be advised that, I will go ahead and close this ticket, meanwhile if you require any information or have any more questions, comments, or concerns then you can reply to the last email I've sent you and either me or one of my co-worker will be more than happy to assist you.

I thank you for your understanding and patience.

So thankfully I had my purchase receipt. But still this should not have happened and required me to spend time to deal with the problem. And imagine if I no longer had the receipt from 6 years ago- I may have been out of luck. I hope Malwarebytes get their act together and doesn't allow this to happen again, to me or others who had legitimately purchase lifetime licenses in the past.

Bought: Malwarebytes Premium Lifetime License

Pros:
  • Issue was fixed
  • Cons:
  • Shouldn't have been bothered with the problem in the first place!

  • Customer Contacted Malwarebytes Via:
    [email protected]

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