Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/03/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 3rd, I spent an hour trying to access my account only to be blocked with every attempt. There is no phone support contact information listed anywhere on any of the pages I kept being thrown on. I am trying to use the license with a new device, which requires account access. The email address I used to first sign up for the product is no longer valid/in use. When the product came due for renewal in April, I changed my email address to the current, correct email address and signed up for an account; the product was displaying the now invalid email address before I changed it. I do not remember my password. I tried twice to reset it, but the site never sent it to my email address, the email address I used to pay for the April renewal. I tried to create a new account using my current, correct email address, but the site claimed the email address was already registered. Yet, I am not getting password reset instructions at that email address. I suspect the system is sending them to the previous email address, if its even sending them at all.

  

  Business Response

  Date: 08/03/2026

  Hello, 
  
  We appreciate the opportunity to help. Our support system shows no record of your previous contact. As a result, we have forwarded your concern along with the information you've provided here to our Support team and created inquiry REMOVEDon your behalf. One of our support representatives will contact you via email soon to address any questions or concerns. Thank you again for allowing us to assist you.

  Customer Answer

  Date: 08/08/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  L REMOVED

• Initial Complaint

  Date:07/20/2026

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have PCs, Iphones, I pad and a REMOVEDtablet. I tried to run Malware Bytes today on my tablet. software installed, but the software use to just run in the background and now, I have no idea what I paid $44.95 for. Seems they want to sell me more services which I don't understand what they cost or do. Seems like you have to buy and pay for services and have to log in, with a password and now get a code to run the software. ComeON this has become ugly to use.Too complex.I am not renewing but this Malwarebytes used to be good, but now, I have no idea what it cost and what they deliver - they have doen a poor job trying to rip the customer off

  

  Business Response

  Date: 07/21/2026

  Hi,
  
  

  Thanks for giving us the opportunity to resolve this matter.

  
  

  Our intention is never to confuse or mislead anyone. We offer several packages that provide device protection and more advanced protection layers in today's digital age, including our identity protection services, such as monitoring for your information on the dark web.

  
  

  We have taken your contact details and opened a support ticket # REMOVEDon your behalf. Look out for an email from us so we can further discuss your needs, make any adjustments to your current plans, and ensure you are getting exactly what you are paying for.

  
  

  Thank you in advance for your patience. Our team looks forward to connecting. 

• Initial Complaint

  Date:07/03/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My situation with MalwareBytes is; My Laptop got reimage with Windows due to crashing. So my Malwarebytes did not get deactivated during the process so when the laptop got done i needed to reload Mewarebyes but I was Unable to do it. So i went to get help from their support twice in two different dates and still nothing. All I need is Mewarebytes to deactivated from their site and then i could activated on my end. I told them i had all the necessary software key code and ID.

  

  Business Response

  Date: 07/12/2026

  Hi, 
  
  Thank you for giving us the chance to address this situation. After reviewing your ticket REMOVED, it seems we removed the old device and updated your email in our system.

  We have not heard back from you since July 6th. Please confirm whether any further action is required on our end; we would be happy to assist further to ensure a smooth transfer of your device and its activation.

  Customer Answer

  Date: 07/13/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:05/21/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 21, 2026 I cannot login and make changes to my account because I changed my email address and cant receive the code.

  

  Business Response

  Date: 05/30/2026

  Hi,
  
  We can see that you are currently engaged with our support team and that your account is actively being validated under case number REMOVED. We want to assure you that our team is working diligently to get this resolved for you as quickly as possible.
  
  We appreciate your cooperation during the validation process and remain committed to finding a suitable resolution. Our team will continue to be in touch with you directly as we work through the next steps together.
  
  Thank you for giving us the opportunity to make this right we value you as a customer and are here to help.
  

• Initial Complaint

  Date:04/29/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Malwarebytes sabotaged my gmx emails account and they keep lying. And REMOVEDcannot be contacted. And you sent false codes.

  

  Business Response

  Date: 04/30/2026

  Thank you for reaching out. We can see that you currently have an open ticket in our Support queue, Ticket ID: REMOVED, and that you've been experiencing some difficulty.
  
  We want to make sure we fully understand your concern so we can address it properly. At this time, we aren't entirely clear on the specific issue you're encountering. We kindly ask that you respond directly to the support agent already assisting you via your existing ticket so we can take a closer look.
  
  Once we have a bit more detail, we will do everything we can to investigate what happened and work toward a resolution for you.
  
  Thank you for your patience, and we look forward to hearing from you on the support inquiry.

• Initial Complaint

  Date:04/13/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im trying to cancel Malwarebytes and I cant understand how to cancel they make it difficult to cancel

  

  Business Response

  Date: 04/15/2026

  Thank you for your inquiry.

  
  After reviewing your account, we can confirm that you have successfully opened a support ticket REMOVEDwith our team. We have also processed a cancellation of future billing for your subscription.
  
  At this time, your request falls outside of our refund policy, and we are unable to issue a refund. We understand this may not be the outcome you were hoping for, and we appreciate your understanding.
  
  If you have any additional questions or concerns, please do not hesitate to reach out. Our team is here to assist you.

  
  

  Customer Answer

  Date: 04/15/2026

   
  Complaint: 24742766
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVEDI had a difficult time canceling through the Malware app.  It shouldnt be this difficult to cancel.  I had another subscription through the apple app which was easy to cancel.  Im an 80 year old veteran and their cancellation process is difficult with the malware app.

  

  Business Response

  Date: 04/17/2026

  Hi, thanks for your response. We have relayed your feedback to the relevant teams. Regarding support ticket REMOVEDon Tuesday, the situation has been resolved to your satisfaction. If you have any further concerns or issues, please let us know so we can assist you further. We are also reviewing the cancellation process to make it as smooth as possible. 

  Customer Answer

  Date: 04/20/2026

   
  Complaint: 24742766
  
  I am rejecting this response because:  they make it very difficult to cancel a subscription and other potential subscribers should be aware of this.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/05/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/02/2026 I received a notice that my subscription to their service had been renewed. (I do NOT care about the cost of the service that was renewed - that was on me, and I am fine with eating that 55$ expense). When I tried accessing my account they needed a one-time verification code that would be sent to my email. I never got the code. So I look up if others are having similar issues/what the possible causes might be - there are, and there are possible fixes. I tried every possible fix I could find with no effect. So I go to Malwarbytes' online help center. The REMOVEDsystem goes through a few questions with me to help the tech narrow down the potential issue, and when that process is done I am offered to connect directly with an available tech... for 5$ and another - separate - subscription. That's where I drew the line - I am not going to pay extra to get the company to fix a service I am already paying for.

  

  Business Response

  Date: 04/15/2026

  Thank you for bringing this matter to our attention.

  
  We understand your concern regarding the attempted contact and the request for additional fees. However, after reviewing our records, we were unable to locate any interaction associated with your inquiry. Based on the details you provided, particularly the mention of an AI bot requesting payment, it appears that you may not have been connected with our official support channels.
  
  Please note that we do not charge any additional technical support fees. Any payment request in this context is not associated with our services.
  For your security and to ensure you receive accurate assistance, we recommend using our official REMOVEDat REMOVED 
  
  In the meantime, we have proactively opened a support ticket ID REMOVEDon your behalf. One of our colleagues will be reaching out shortly to assist you further and ensure your issue is properly addressed.
  
  We appreciate you bringing this to our attention, and we are here to help resolve it for you.

  
  

  Customer Answer

  Date: 04/15/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. Thank you very much for resolving this issue so quickly!
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/19/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The prescription was cancelled and confirmed (see attachment). Three weeks later, today I receive an enmail confirming my renewal. I didn't autorize the renewal, as it was cancelled. Malewarebytes used my credit card without any renewal request.They owe me $59.99 plus interest fee. I did research the company and it is exactly what happens to many former customers. They receive email with a renewals they haven't authorized or initaited. Same like me. REMOVEDhas no customer service and is not available for clients. The REMOVEDchatbot is limited to questions but no support at all. It only states that it can't help if you are not a subscriber! That's very ironic. REMOVEDis fraud itself. I like to receive the amout of $59.99 back asap plus interest rate per day of unauthorized use of my account. If there is a way this company should be investigated by the government of fraud to many past users - ongoing. Thank you.

  

  Business Response

  Date: 03/30/2026

  Thank you for bringing this to our attention. We notice your recent interaction with our Support Team, Reference: REMOVED. They are processing your refund. Although your cancellation was accepted, we cannot see a date that was after the renewal process had already started. Nevertheless, we will make sure you receive the appropriate refund. Please watch for confirmation using the reference provided above soon. 

• Initial Complaint

  Date:03/11/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 17 2024 I purchased a 2 year subscription for multiple devices. REMOVEDhas gone inactive on the devices for many days now. There is no easily traceable phone number on which to reach them. Their chatbot is a mess. They seem unreachable by email, with "no-reply" address.

  

  Business Response

  Date: 03/17/2026

  Hi, thanks for reaching out. We're sorry to hear about the issues you had contacting us.
  
  While we don't have a direct Phone number, the chatbot allows you to create a ticket. As a subscribed, signed-in user, you can also engage with our live chat 24/7. Were sorry this wasn't your experience.
  

  
  We've created Ticket: REMOVED, which we'll use to coordinate further support as we resolve the issue with your subscription. We will be in contact shortly via that ticket as well as gather additional details about your experience to see where things didn't go as intended.
  
  Thank you in advance, and we look forward to making this right.

• Initial Complaint

  Date:02/27/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dowloaded the app and now there is no way to delete my account. Every time i try to delete my account it tells me to sign in which i do. Then i hit delete account and it tells me to put my password in. When i do it says wrong password. There is no way to reset the password. There is no number what so ever to talk to someone to resolve this. I want my name number email and account deleted and it is impossible to do this. The same was i signed up should be the same way i delete my account and that is not possible. This is the law i thought

  

  Business Response

  Date: 03/03/2026

  Thank you for contacting us. We apologize that you are unable to remove your account.
  
  Upon review of our system and the screenshots, it appears the account you are signed in with is different from the email address you shared, as we are not able to locate any accounts associated with the email address ending REMOVEDIs it possible this account is under a different email address? We would be happy to assist with removing this account and understanding why our self-service option is not working as intended.
  
  We look forward to your reply so we can further assist.