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Submitted a support ticket but can't follow up - my email is then isn't on record!


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#1 TheHebe

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Posted 17 January 2013 - 01:59 PM

I am very unhappy with the support. On attempts to sign in under my email, it won't take my password. When I try to request my password, it says email not registered. So I try to register it. It says there is an account with my email. Signing in under facebook gives an error.

I can not follow up on my support ticket.

I STRONGLY regret paying for this program - never had issues with my pc and virus' on the FREE program...but soon after purchase, I am infected with a non-removable virus and can't get any assistance!

#2 Firefox

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Posted 17 January 2013 - 02:38 PM

Hello and :welcome:

First off let me apologize that your having issues both with an infection and contacting support. Can you provide that support ticket number so someone can look into it. Also we have dedicated experts that can assist you with cleaning up your system here on the forum. If you would like to have one help you please follow the instructions below....

Please see the following pinned topic which has information on how to get help with this: Available Assistance for Possibly Infected Computers

Thank you

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Dell Precision T7500, Win7 Ultimate 64bit fully updated, McAfee Corp Edition v8.8,
Watchguard Firewall, Intel Xeon E5606CPU, Dual Quad Core Processors, 16GB Ram,
E5606 @ 2.13GHz, Nvidia Quadro NVS420, Raid-1 Dual 1TB Sata 10000 rpm Hard Drives
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#3 AdvancedSetup

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Posted 17 January 2013 - 02:42 PM

Per the instructions by FireFox, you can send email directly to the Help Desk using the web based form here: http://www.malwareby...ntact_consumer/

Someone will assist you as quickly as possible.

Thank you

Ron Lewis
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#4 TheHebe

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Posted 18 January 2013 - 02:38 PM

I'll see about following the assistance link (hoping they don't want me to download something else) I recall (and have) hijackthis as being the favoured reader. My support ticket is: #306070 Not sure how long I have been infected, as I always trusted Malwarebytes to clean things on reboot. Most I read on this trojan PUM.UserWLoad & Trojan.Ransom it is best to get another harddrive and install from scratch.

#5 Firefox

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Posted 18 January 2013 - 03:38 PM

Thanks for that info, AdvancedSetup can look up the ticket, best I can do for now is to have you contact support and they can help you clean up the computer..... Go HERE for help.

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Dell Precision T7500, Win7 Ultimate 64bit fully updated, McAfee Corp Edition v8.8,
Watchguard Firewall, Intel Xeon E5606CPU, Dual Quad Core Processors, 16GB Ram,
E5606 @ 2.13GHz, Nvidia Quadro NVS420, Raid-1 Dual 1TB Sata 10000 rpm Hard Drives
Dual DVD Burners, IE10, Opera, MBAM, MBSB, MBAE


#6 Firefox

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Posted 19 January 2013 - 10:37 PM

Just checking back with you, how is it going? I see you have a topic open in the HJT section HERE

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Dell Precision T7500, Win7 Ultimate 64bit fully updated, McAfee Corp Edition v8.8,
Watchguard Firewall, Intel Xeon E5606CPU, Dual Quad Core Processors, 16GB Ram,
E5606 @ 2.13GHz, Nvidia Quadro NVS420, Raid-1 Dual 1TB Sata 10000 rpm Hard Drives
Dual DVD Burners, IE10, Opera, MBAM, MBSB, MBAE


#7 AdvancedSetup

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Posted 19 January 2013 - 11:44 PM

Well I found your tickets on the Help Desk

306070
and
305752

You can either create a new ticket or continue to work in the HJT forum. Please let us know.

Thanks

Ron Lewis
Forum Community Manager

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