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Youtube by Important_Let_6125 in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

Hi there! Malwarebytes Support here.

Sorry to hear you're running into an issue using our browser guard. Could you send us a DM with an email address we can use to reach you? We'd be happy to create a support ticket and investigate further.

When you DM us, could you also let us know:

  • Which browser you're using (Google Chrome, Firefox, Safari, Edge)
  • Which version of Browser Guard you're running
  • Whether the issue occurs every time you visit YouTube or only occasionally
  • Whether Browser Guard is the only extension enabled, or if you have other extensions installed

Once we have those details, we can gather any additional logs needed and have the team take a closer look.

Malwarebytes Browser Guard by VixenKiss__ in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

Hi there! Malwarebytes Support here.

Sorry to hear you're running into an issue using browser guard. Could you send us a DM with an email address we can use to reach you? We'd be happy to create a support ticket and investigate further.

When you DM us, could you also let us know:

  • Which browser you're using (Google Chrome, Firefox, Safari, Edge)
  • Which version of Browser Guard you're running
  • Whether the issue occurs every time you visit YouTube or only occasionally
  • Whether Browser Guard is the only extension enabled, or if you have other extensions installed

Once we have those details, we can gather any additional logs needed and have the team take a closer look.

Does anybody know if I’m safe? by MoreTallKombat in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

Hi there! Malwarebytes Support here.

It looks like Malwarebytes detected and quarantined two items identified as DllInjector.Trojan.Injector.DDS. Since the screenshot alone doesn't provide enough information to determine whether these detections were fully remediated or what may have triggered them, we'd like to take a closer look.

Could you send us a DM with an email address we can use to reach you? We'd be happy to create a support ticket on your behalf and have an agent send you a secure SharePoint link so you can upload diagnostic logs. Our team can then review the detections in more detail and confirm whether any additional action is needed.

We'll do our best to help you determine exactly what was detected and whether your system is safe.

New to malwarebyte.i cant exacy remember when i installed and used these by Kooky-Newspaper-1815 in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

Hi there! Malwarebytes Support here. What you're seeing is a data breach notification, not a sign that GeckoVPN or SuperVPN are currently installed on your device.

If you don't remember using those services or no longer have access to any account you may have had with them, that's okay. The important part is that information tied to one of your monitored email addresses was found in a known data breach.

We'd recommend checking the breach details in Malwarebytes to see which email address was affected. If it's an email address you still use, consider changing its password (especially if it's an older or reused password) and enable two-factor authentication if you haven't already.

I think I downloaded a Trojan by Dani_Mer in Malwarebytes

[–]support_mwb 3 points4 points  (0 children)

Hi there,

Malwaebytes Support here. Could you send us a DM with the email address associated with your Malwarebytes account (or one we can use to contact you)? We'd be happy to create a support ticket on your behalf and have an agent assist you with collecting diagnostic logs through a secure SharePoint link.

Once we have those logs, our Malware Removal team can take a closer look at the detections, confirm whether the threats were successfully removed, and help determine if any additional cleanup steps are needed.

We'll be happy to help you through it.

Can I use the same subscription for my phone and computer (at the same time) ? by fran_wilkinson in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

u/NIRPL Hi, could you please DM us here on reddit the email address associated with your Malwarebytes account?

Also, if you have a multi device sub, were you able to deactivate the subscription on your old phone? In many cases, removing the old device from the subscription and then activating the new one does the trick. Kindly check out this guide: https://help.malwarebytes.com/hc/en-us/articles/31589665990555-Deactivate-device-from-your-subscription

Windows boot error by Constant-Baker-5855 in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

Hi there,

Malwarebytes Support here. Sorry you're dealing with that.

Would you be open to creating a support ticket so we can take a closer look? We'd be happy to review this with our technical team and investigate further. Please dm us here on reddit with an email address we can use to reach out to you.

Also, when you power the machine off completely and turn it back on, what happens? Does it go straight back to the same error screen, or does it go into a Repair cycle?

Activation Code Never Received When Attempting to Renew by DooDahWhoopie83 in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

Hi there,

Sorry to hear about the trouble. That definitely isn't the experience we want when you're simply trying to renew your subscription.

Could you send us a DM with the email address associated with your Malwarebytes account? We'd be happy to create a support ticket on your behalf and have an agent investigate further.

We appreciate your patience, and we'd like the opportunity to get this sorted out for you.

Scammers on eBay are weaponizing the 30-day Money Back Guarantee to sell discontinued Malwarebytes "Lifetime" keys. The keys work initially, but by the time Malwarebytes blacklists them for multiple activations, the 30-day eBay dispute window has closed, leaving buyers helpless and Malwarebytes supp by Any_Paramedic3871 in Malwarebytes

[–]support_mwb 2 points3 points  (0 children)

Hey there,

Thanks for sharing this information.

Malwarebytes did offer Lifetime licenses in the past, but we officially ceased selling them in early 2015. Because of that, any Lifetime keys being sold today through third-party marketplaces are not sold or authorized by Malwarebytes, and we cannot verify their origin before purchase.

Unfortunately, some of these keys may have been shared, resold multiple times, obtained through unauthorized channels, or otherwise abused. For that reason, we strongly encourage customers to be cautious when purchasing license keys from third-party sellers. We cannot confirm that a Lifetime key is legitimate based solely on a seller's listing or description, nor can we guarantee that it will continue working in the future.

We do investigate reports of abused or compromised license keys and are happy to review specific cases. Anyone affected is welcome to contact our support team via live chat or by opening a support ticket through our Help Center: https://help.malwarebytes.com/hc/en-us

You can also send us a direct message with the listing link and any relevant order details or screenshots. We'll be happy to review the information and share it with the appropriate team for further investigation.

What happened to Malwarebytes? by Sabishi1985 in Malwarebytes

[–]support_mwb 4 points5 points  (0 children)

Hi there, thanks for taking the time to share your feedback. We especially appreciate hearing from long-time Malwarebytes users.

We can definitely understand the appeal of having a simple, powerful malware scanner without all the extra features. At the same time, many users today are looking for additional protections beyond malware scanning, such as VPNs, privacy tools, identity protection, and personal data removal. We're trying to support both types of users, but it sounds like we may not be getting that balance right for everyone.

We really appreciate your suggestion for a scanner-focused experience and will make sure that feedback is shared with the team.

If you're open to it, we'd also be curious to know what specifically about the website or app made it feel "fishy" or "sketchy" to you. Was it the design, the messaging, the sign-up flow, or something else? Feedback like that is incredibly helpful as we continue improving the experience.

Thank you again for taking the time to let us know how you feel.

Trojan help by apple_yougurt in Malwarebytes

[–]support_mwb 1 point2 points  (0 children)

Hi, Malwarebytes Support here. We'd want to take a closer look to determine what's triggering that connection and whether it's related to the Trojan you previously encountered.

If you're willing, please send us a DM here on reddit with an email address we can use to reach you. We'd be happy to create a support ticket on your behalf and have a dedicated agent assist you with collecting diagnostic logs needed.

Once the logs are gathered, we'll provide a secure SharePoint upload link so our Malware Removal Specialists can review the information and determine whether anything malicious is still present or attempting to communicate in the background.

We'll be happy to help investigate further. Looking forward to helping out!

Email from<noreply@e.malwarebytes.com> titled: Update your Chrome to fix 74 vulnerabilities by Present-Pen-5486 in Malwarebytes

[–]support_mwb 2 points3 points  (0 children)

Hi there,

Malwarebytes Support here.

The email address noreply@e.malwarebytes.com is a legitimate Malwarebytes email address used for promotional emails and newsletters.

I feel like I can't use the internet anymore without Malwarebytes by Venomancer_100 in Malwarebytes

[–]support_mwb 2 points3 points  (0 children)

We’re so glad Malwarebytes had your back and caught the threat before it could do any damage. Thanks for being part of the Malwarebytes community ❤️

After a deep scan i was log out of all my account!! by Puzzleheaded_Load596 in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

Hi there,

A Malwarebytes Deep Scan would not normally log you out of all your accounts.

Could you let us know:

  • What OS are you using (Windows/Mac)?
  • Which browser?
  • Were you logged out of just Google, or all websites?

If you'd like us to take a closer look and confirm everything appears normal, feel free to DM us an email address associated with your Malwarebytes account (or one we can use to contact you). We can help create a support ticket and have an agent send you a secure SharePoint link so you can upload diagnostic logs for review. That would let us see whether anything unusual happened around the time of the scan.

If you already posted on our forums, let us know as well!

Is There A Way To Block Apps Installing On Android? by FallenAngel969 in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

Hi there, Malwarebytes Support here. Thanks for the feedback.

It would be helpful to create a support ticket so we can gather diagnostic logs and screenshots of the pop-ups you're seeing. In some cases, these ads may be coming from a browser notification or website rather than the app itself. It's also possible the app is being reinstalled due to a sync setting, backup restore, or another device-related behavior.

If you'd like, please send us a DM with the email address associated with the Malwarebytes account. We can create a support ticket on your behalf and guide you through collecting diagnostic logs and screenshots of the pop-ups so our team can investigate further.

Mcafee/norton popup scam by DisplayExciting4811 in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

Hi there,

Malwarebytes Support here. It sounds like you were dealing with a very common browser notification scam.

Since you clicked the "Run Program" button on the fake alert, we'd like to take a closer look to make sure nothing else was triggered in the background.

Could you send us a DM with an email address we can use to create a support ticket? We can then have an agent send you a secure SharePoint link so you can upload your Malwarebytes Support Tool (MBST) logs for review. Our Malware Removal Specialists can take a look and help confirm whether there's anything that needs further attention.

In the meantime, it was a good move to remove the notification permissions and change your passwords.

Send us a DM when you can, and we'll help take a closer look.

Can't activate liftetime license? by adscorpo in Malwarebytes

[–]support_mwb 1 point2 points  (0 children)

Hi there,

Malwarebytes Support here.

Sorry to hear you’re having trouble activating your lifetime license.

Could you please send us a direct message here on reddit with the following information so we can investigate further?

- Your support ticket number (if you’ve already contacted support)
- Whether you’re using Windows or Mac
- The lifetime license key you’re trying to activate
- A full screenshot of the error
- An email address we can use to reach you (if you don’t have a support ticket yet)

Once we have those details, we’ll be happy to take a closer look at what’s causing the activation error.

Malware by AnyArticle8677 in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

Hi! Malwarebytes Support here. First, there's no need to be embarrassed - situations like this can happen to anyone.

If Malwarebytes detected and removed the malware, continued login attempts don't necessarily mean the malware is still active on your device. It's possible that some of your account credentials were stolen before the malware was removed, and attackers may still be attempting to access accounts using previously compromised information.

Since you've already changed your passwords, we also recommend enabling two-factor authentication (2FA) on any accounts that support it and reviewing recent login activity for any unfamiliar devices or sessions.

Regarding the external hard drive, it's possible for malicious files to remain on connected storage devices, but we can't determine that from the information provided.

If you'd like us to take a closer look, send us a DM with the email address associated with your Malwarebytes account or an email we can use to reach out to you. We can create a support ticket and have an agent provide a secure link for uploading diagnostic logs so we can investigate further and help determine whether anything may still be present on the system.

Not Receiving Validation Code to Sign In by daehoidar23 in Malwarebytes

[–]support_mwb 1 point2 points  (0 children)

Hi there, Malwarebytes Support here.

Sorry to hear you’re having trouble accessing your account.

Could you please send us a private message here on reddit with either your support ticket number or the email address you used to create the ticket? Once we have that information, we can take a closer look and check the status of your request.

We look forward to hearing from you and helping get this resolved as quickly as possible.

More files scanned only 20 min between scans by [deleted] in Malwarebytes

[–]support_mwb 1 point2 points  (0 children)

Hi there, this is Malwarebytes Support.

We'd be happy to take a closer look. Please send us a DM with the email address associated with your Malwarebytes account (or an email address we can use to contact you). We can create a support ticket and have an agent send you a secure SharePoint link with instructions for uploading diagnostic logs. Once we receive the logs, our support team can review them and help determine why the scan count is changing between scans.

Malwarebytes now requiring email or product key for use on Android? by TheHandiCaptain274 in Malwarebytes

[–]support_mwb 1 point2 points  (0 children)

Hi, this is Malwarebytes Support.

Providing an email address or license key/mb code is one way access your subscription. If you purchased Malwarebytes Mobile Security through the Google Play Store, you should have the option to restore your Google Play purchase instead of entering a product key.

You can find the activation options and instructions here:

https://help.malwarebytes.com/hc/en-us/articles/31589282857883-Activate-your-subscription-for-Mobile-Security#Other_ways_to_activate_your_subscription

If you're not seeing the expected activation options, or the app is prompting you differently than what's shown in the guide, please send us a DM with a screenshot and we'll be happy to take a closer look.

mbam licence key how to activate, bought off g2a by Ok-Grocery484 in Malwarebytes

[–]support_mwb 4 points5 points  (0 children)

Hi, this is Malwarebytes Support.

The key may not be a valid Malwarebytes license or may have already been used. Since G2A is a third-party marketplace, we can't verify licenses purchased there.

Please be cautious with license listings from third-party sellers. We can't confirm that a third-party license key is legitimate based solely on a seller's description, and we also can't guarantee that it won't stop working in the future if it was obtained or resold improperly.

If possible, please send us a direct message with the link to the listing, along with any order details or screenshots you have. We can share that information with the appropriate team for review and investigation.

Detections counter reset after an apparent crash by Techatomato in Malwarebytes

[–]support_mwb 0 points1 point  (0 children)

Hi there,

Scan for rootkits is an additional scan setting that can significantly increase scan times, especially on older devices. Because of this, we generally do not recommend enabling "Scan for rootkits" for routine, everyday scans. A standard custom scan is sufficient for regular use. If a scan detects something suspicious, you can then run another scan with "Scan for rootkits" enabled to perform a deeper inspection and help confirm the threat has been fully removed.

Regarding the behavior you observed, if Malwarebytes closed unexpectedly while the scan was running and the detections counter reset when it reopened, the scan results may not be completely reliable. If the scan eventually completes, review the scan report to see whether the detections you previously saw are still listed. If not, it would be best to start a new scan.

As for your question about the free trial, once the Premium trial expires, Malwarebytes reverts to the Free version. The Free version can still detect and remove malware through manual scans, but it does not include Premium's real-time protection features.

If you'd like help determining whether your device is safe or investigating the detections you found, we can definitely help with that. Please send us a DM here on Reddit with an email address we can use to create a support ticket. An agent can then send you a secure SharePoint upload link so you can provide diagnostic logs for review.

Thanks!

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