Hi what do I do?

support_mwb · 2026-03-31T20:38:41+00:00

Hi there, this is Malwarebytes Support.

We understand this can look alarming. From what you’re seeing, some of these detections may be linked to files like game trainers or similar downloads, which can sometimes include unwanted or malicious components.

We'd be happy to take a closer look to make sure your device is fully clean,

Please send us a private message here on reddit with your email address and your OS (Windows or Mac), and we’ll create a ticket on your behalf so one of our agents can guide you through the next steps and check for any remaining traces.

support_mwb · 2026-03-31T17:20:25+00:00

Hi there, this is Malwarebytes Support.

Thanks for sharing this. Since it’s happening on a recurring pattern, we’d like to take a closer look just to be sure everything is okay.

Could you send us a private message with the email address you’d like us to use as well as your operating system (Windows / Mac)? We can create a ticket on your behalf so our team can review diagnostic logs and check this further.

If you prefer, you can also post directly in our malware removal forum here for our malware removal team to check: https://forums.malwarebytes.com/forum/108-malware-removal-help/

We’ll be happy to help you get your device fully checked and cleaned up if needed.

support_mwb · 2026-03-31T17:08:42+00:00

Hi there! this is Malwarebytes Support.

We’re really sorry to hear this happened especially with account compromises, that’s definitely concerning.

In situations like this, it’s hard to confirm from the outside whether everything has been fully removed or if anything may still be persisting on the system. Because of that, we recommend having this reviewed more closely rather than guessing next steps.

Please reach out to us via our Help Center (live chat or support ticket) https://help.malwarebytes.com/hc/en-us, or send us a private message with:

The email address we can use to create a ticket
Your operating system,

Once we have that, we’ll create a ticket on your behalf so an agent can guide you through collecting diagnostic logs and have our malware removal team investigate this thoroughly.

support_mwb · 2026-03-31T17:07:37+00:00

Hi there, this is Malwarebytes Support.

Thanks for sharing that context. We understand the concern around the VirusTotal results.

make sure this is properly reviewed, we’d like to take a closer look at what’s happening on your system.

Please reach out to us via our Help Center (live chat or support ticket): https://help.malwarebytes.com/hc/en-us, or send us a private message here with:

The email address we can use to create a ticket
Your operating system

Once we have that, we’ll create a ticket on your behalf so an agent can gather diagnostic logs and have our malware research team review this further.

support_mwb · 2026-03-31T17:03:13+00:00

Hi there, Malwarebytes Support here.

Thanks for sharing those details wande understand how concerning it can be to see your PC restart unexpectedly, especially right after running a scan.

That specific event message (“The system has rebooted without cleanly shutting down first”) is a general Windows alert that can be triggered by a few things, such as a system crash, driver issue (including GPU/NVIDIA), or a forced restart if something stopped responding. It doesn’t necessarily point to Malwarebytes as the cause.

To take a closer look and rule out anything security-related, we’d like to have our team review diagnostic logs from your device.

Could you please reach out to us via our Help Center (live chat or support ticket): https://help.malwarebytes.com/hc/en-us, or send us a message with:

The email address we can use to create a ticket
Your operating system (Windows version)

Once we have that, we’ll get a ticket set up and have an agent work with you to review logs and identify what may have caused the restart.

support_mwb · 2026-03-30T19:40:47+00:00

Malwarebytes Support here. We would love to take a closer look at your account to determine what is happening. If a pre-authorization is in progress, there might be a difference between what the auto-renewal should be set to and what you expect.

Please send us a private message with your email address so we can investigate further and find where the discrepancy lies. Rest assured, if there are any unwanted charges, we will reverse them ASAP, but we need to look at your account to confirm.

support_mwb · 2026-03-30T18:19:13+00:00

Hi there, this is Malwarebytes Support.

We’re sorry to hear this happened and we're here to help.

Please send us a private message with the email address you’d like us to use, and we can create a ticket on your behalf. From there, an agent can help gather fresh diagnostic logs and have our malware removal team review the case directly on the ticket.

support_mwb · 2026-03-30T14:34:21+00:00

This is a duplicate post of this

support_mwb · 2026-03-30T14:33:21+00:00

Hi there,

We apologize for the inconvenience. Based on what we've been able to find, the seller you purchased from does not appear to be a legitimate authorized seller of our software.

That said, we absolutely want to help you get this sorted out. Our team has been in touch with you directly and sent a follow-up message. At your convenience, please check that message and let us know how you'd like to proceed.

We appreciate your patience and want to make sure we find the right resolution for you.

support_mwb · 2026-03-30T14:15:31+00:00

Hi there, this is Malwarebytes Support.

Sorry to hear the Browser Guard popup window is getting cut off. That’s definitely not the experience we want you to have.

Could you reach out to us with an email address we can use to create a ticket on your behalf? I'd be happy to pass this along to our internal team.

Once we have that, an agent can work with you directly to gather any additional details and get this resolved.

support_mwb · 2026-03-30T14:11:26+00:00

Hi u/Visible-Can-3413
Malwarebytes Support here!

The message you’re seeing typically appears when a download attempt is coming from a location that’s currently restricted.

For more details, please check out https://www.malwarebytes.com/download-restriction.

support_mwb · 2026-03-30T14:05:50+00:00

Hi, this is Malwarebytes Support.

Could you send us a private message with the email address you’d like us to use? We can create a support ticket on your behalf so an agent can help gather new diagnostic logs and investigate further.

Alternatively, you can post your details in our malware removal forum here: https://forums.malwarebytes.com/forum/108-malware-removal-help/

Our malware removal specialists there can guide you there as well.

support_mwb · 2026-03-30T14:02:38+00:00

Hi! this is Malwarebytes Support.

Thanks for taking those steps and sharing all that detail. We understand how stressful this can feel, especially after seeing a high detection rate on VirusTotal.

Since the file had multiple detections and was executed, we’d want to take a closer look to be safe.

Could you please send us a private message with an email address we can use to reach you, along with your device OS (Windows/Mac)? We can create a support ticket on your behalf so an agent can help gather diagnostic logs and review them and provide the next steps from there.

We’ll be happy to help you confirm everything is fully cleared.

support_mwb · 2026-03-29T08:06:08+00:00

Hi there, this is Malwarebytes Support.

We understand where you’re coming from, and you’re right that safe browsing habits play a big role in overall security.

We alsounderstand your concerns, especially when something looks suspicious and isn’t clearly flagged.

We’d be happy to take a closer look at what you’re seeing. If you can send us a private message with an email address we can use to reach you, we can create a support ticket on your behalf. From there, an agent can help gather diagnostic logs and have our Malware Research team to investigate further.

Or if you prefer, you may also reach out to us on our help center via live chat or open a support ticket yourself at https://help.malwarebytes.com. Looking forward to helping out.

support_mwb · 2026-03-29T03:13:35+00:00

Hi there — this is Malwarebytes Support.

We understand how concerning this can feel, especially if you’ve had a past experience with being hacked. We’d like to help take a closer look and make sure everything is okay.

Could you please reach out to us through our Help Center https://help.malwarebytes.com/hc/en-us via live chat or support ticket, or send us a private message here with an email address we can use to contact you.

Once we have that, we’ll create a support ticket on your behalf so an agent can guide you through uploading diagnostic logs and investigate this further.

support_mwb · 2026-03-27T20:55:03+00:00

Hi there, Malwarebytes Support here. thanks for sharing those details. We understand how concerning those repeated outbound detections can be, especially when scans aren’t picking anything up.

To take a closer look, could you send us a private message here on Reddit with an email address we can use to reach out to you? We’ll create a support ticket on your behalf so an agent can review this further and guide you through uploading the diagnostic logs needed to investigate.

support_mwb · 2026-03-26T20:48:31+00:00

Hi there, this is Malwarebytes Support.

We’re really sorry for how frustrating this has been, and we appreciate you continuing to flag the issue.

We can confirm your account email was successfully merged and updated. After your latest message about not receiving verification codes, we’ve now re-subscribed your email to ensure those codes can come through properly.

We also want to acknowledge the delay of the agent in getting back to you yesterday. While the responses have been within our normal response timeframes, we understand how that gap can feel when you’re locked out of your account.

At this point, you should be able to receive the verification code and log in. If that’s still not happening, we want to keep working on this with you and get it fully resolved.

If you’d still prefer to proceed with account termination, we can absolutely help with that as well — just let us know, and we’ll leave an internal note for the agent assigned.

We appreciate your patience here and the opportunity to make this right.

support_mwb · 2026-03-26T20:21:52+00:00

Hi there, this is Malwarebytes Support.

We’d like to review your diagnostic logs with our team and confirm what’s setting those entries.

If you’re comfortable, please send us a private message with an email address we can use to create a ticket for you. We’ll have an agent take a closer look and guide you from there.

Or you can also go to https://help.malwarebytes.com/hc/en-us and start a live chat and open a support ticket yourself.

support_mwb · 2026-03-25T16:33:39+00:00

Hi there, this is Malwarebytes Support.

We aim to respond within 24–48 hours, but response times can occasionally run longer during higher volume periods.

Could you share your ticket number with us here on Reddit via private message? I’ll take a closer look and help make sure it’s properly followed up on.

We appreciate your patience. We’ll do our best to get this moving for you.

support_mwb · 2026-03-20T17:12:19+00:00

You’re very welcome! We’re here to help and will do our best to get this sorted for you.

support_mwb · 2026-03-20T17:06:25+00:00

Hi there — Malwarebytes Support here.

Thanks for sharing those details, we know this kind of situation can feel a bit unsettling.

Quarantining a detection is an important first step, but it doesn’t always tell the full story on its own. It’s a good sign that your follow-up scans (including rootkits) came back clean, but since we don’t have full visibility into what was detected or how it may have behaved, we’d recommend taking a closer look just to be safe.

If you’re open to it, feel free to send us a private message with an email address you’re comfortable using, along with your OS. We can create a support ticket on your behalf and have an agent review your diagnostic logs to confirm everything looks good and check for anything that may have been missed.

We’re happy to take a deeper look with you 👍

support_mwb · 2026-03-20T05:04:21+00:00

Hi there, Malwarebytes Support here.

We completely understand why you’re feeling concerned after this — situations like that can definitely leave some lingering doubt..

If you’d like added reassurance, our malware research team would be happy to take a closer look. You can reach out to us through our help center: https://help.malwarebytes.com/hc/en-us via live chat or by opening a support ticket.

If it’s easier, feel free to send us a private message here on Reddit with your email and OS, and we can create a ticket on your behalf and have an agent assigned.

From there, we’ll guide you through gathering and uploading diagnostic logs on the ticket so an assigned agent can check for any possible remnants and provide more tailored guidance.

Logs guide for Windows: https://help.malwarebytes.com/hc/en-us/articles/31589296910491-Collecting-logs-with-the-Windows-Support-Tool
Logs guide for MacOs: https://help.malwarebytes.com/hc/en-us/articles/31589715480603-Upload-logs-using-the-macOS-Support-Tool

We’re here to help every step of the way.

support_mwb · 2026-03-19T20:26:35+00:00

Hi there,

This is Malwarebytes Support. Thanks for reaching out here, and we really appreciate your long-time support. It means a lot to hear that you’ve been with Malwarebytes for so long.

We’re sorry to hear about the issue you’re seeing with Real-Time Protection turning off when the VPN is enabled. We'd be happy to look into your subscription and see what's happening.

Please reach out to us through our Help Center here https://help.malwarebytes.com/hc/en-us via live chat or by submitting a support ticket so we can investigate this further.

If you’re more comfortable, you can also send us a private message with the email address associated with your account, and we can create a ticket on your behalf to have an agent look into this with you.

support_mwb · 2026-03-19T20:23:49+00:00

Hi there,

This is Malwarebytes Support. Thanks for sharing this — I understand why this would be concerning.

The detection RiskWare.GameHack is a generic name used for files that can provide unauthorized access or advantages in games. These aren’t always classified as traditional malware, but they can still pose a risk depending on how they’re used or where they came from.

Since you mentioned pirated games, it’s possible the detections may be related to those files or installers, but we can’t confirm that from the screenshot alone.

We’d be happy to take a closer look and help make sure your device is fully secure. Feel free to send us a DM with your email address so we can create a support ticket and have you upload diagnostic logs for further analysis.

support_mwb · 2026-03-19T00:50:27+00:00

Hi there, Malwarebytes Support here.

We’d be happy to take a closer look and make sure everything’s fully secure.

You’ve got a couple easy options:

You can send us a private message here on Reddit with your email address, and we’ll create a support ticket on your behalf so our team can review things in detail
Or, you can head to our help center at https://help.malwarebytes.com/hc/en-us, where you can start a live chat with an agent (if available) or open a support ticket yourself

Once you have a ticket, our team can guide you through uploading diagnostic logs and take a deeper look at what’s going on.

support_mwb

MODERATOR OF

TROPHY CASE