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    ComplaintsforMalwarebytes, Inc.

    Computer Software Developers
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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Product Issues
      Status:
      Resolved
      on or about Nov.2023 I purchased antivirus and VNP from Malwarebytes. Was able to download antivirus on 2nd P.C.Couldn't get any help other than E-mail witch didn't work Also requested be contacted and was never answered. I'm paying for a services i'm not getting

      Business response

      02/07/2024

      Dear ******,

      Thank you for bringing your concerns to our attention through the Better Business Bureau. We understand that you have experienced difficulties with installing our VPN service on your second PC, alongside issues in reaching out for support. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address and resolve your concerns.

      We would like to inform you that we have received your ticket number ******* regarding these issues. Our records show that we responded to your inquiry on January 31st and followed up on February 5th, as we had not received a response from you. It is crucial for us to gather some diagnostic logs from your system to proceed with troubleshooting and ensure we can provide the appropriate assistance to resolve your issue effectively. The email sent from our support team contains detailed instructions on how to collect and send these logs to us. Following these instructions will allow us to understand the nature of the issue more clearly and tailor a solution to your specific case.

      Please check your email inbox (including any spam or junk folders) for our communications dated January 31st and February 5th. If you encounter any difficulties or have further questions, do not hesitate to reply directly to those emails or contact our support team for additional assistance.

      We look forward to hearing back from you and are eager to resolve this matter to your satisfaction. 

      Best regards,

      Customer response

      02/08/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *************************
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      This company will not allow you to cancel the auto renew online. I contacted suppport twice and twice they claimed to cancel it. Out of frustration I delted my account.They are still attempting to charge my card and I cannot use their chat support because I do not have an account. They are shady in that they do not less you cancel and attempt to keep charging you.

      Business response

      02/05/2024

      Good Morning, 

      We are sorry to hear you had trouble disabling the auto-renewal feature of your subscription. Upon reviewing your account, I see you had requested a refund directly through our billing partner. A refund in the amount of $74.88 was issued on January 26, ****. Within 5-7 business days from that date you will see the refund reflect on your bank statement. 

      If there is anything we can do for you in the future please do not hesitate to reach out to us. 

      Sincerely, 

      Malwarebytes Support Team

       

    • Complaint Type:
      Product Issues
      Status:
      Answered
      I paid Malwarebytes an annual fee. Now I'm locked out of my account and the verification code their site keeps claiming to send isn't going to my email address, not my inbox or spam folder. I've opened multiple tickets requesting log-in help and the company has not responded. I can't get chat help because that requires a log in. I paid for the service; I want access to my account. Simple enough.

      Business response

      02/05/2024

      Hello *******, 

      I'd like to apologize for the trouble you experienced in regard to reaching our support team. I see you were able to successfully open a ticket (#*******) on January 17, ****. Last week you confirmed with us via email that your concern had been resolved. 

      Should you need any further assistance, please do not hesitate to contact us again. 

      Regards, 

      April - Malwarebytes Support 

    • Complaint Type:
      Product Issues
      Status:
      Resolved
      Malwarebytes have FREE and pay programs for cyber security. I only have had the FREE one the past 2 years. I HAD the pay one in 2018. They have auto debited my card TWICE for 2 years worth of pad subscription despite numerous emails and chats to tell them STOP. There is no place online to cancel a subscription. They tell me no refund last year since 60 days have passed. I filed LAST YEAR to get it back and got the same slurry of emails as they did THIS year (ticket number *******). I filed w/Paypal as well. (***** last year and $48.77 this year!) SCAM!

      Business response

      01/26/2024

      Dear ****,

      Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for any confusion and inconvenience you have experienced with the billing of your Malwarebytes subscriptions.

      To clarify, Malwarebytes does offer a free version of our product, which is a courtesy service provided for users to clean already infected devices. It allows regular scans but does not include real-time protection, which is a feature of our paid subscriptions.

      Our paid subscriptions are sold on a yearly or bi-annual basis, as clearly stated on our website and in the shopping cart. We send at least one reminder email 30 days before the renewal date to give customers the opportunity to cancel their auto-renewal if they choose not to continue with the subscription.

      Upon reviewing your account associated with the email ******************* I found the following details:
      1. Your first subscription (order number ********) was purchased on February 28, 2018. A renewal reminder was sent on January 29, 2019, after which you successfully disabled the automatic renewal.
      2. Your second yearly subscription (order number *********) was purchased on January 3, 2023. A renewal notification was sent on December 3, 2023, and since the renewal was not disabled, you were charged for the renewal on January 2, **** (order number *********). We have noted a claim from PayPal regarding this transaction. When a transaction is disputed, the payment service provider investigates the claim, and the disputed amount is withheld from Malwarebytes pending the outcome. During this period, if we processed a refund, the order would be refunded twice: once by Malwarebytes, and once by your bank/payment service provider, for the dispute. If the dispute is resolved in your favor, a refund will be processed. You have the option to either allow the investigation to continue or close the dispute with your bank/payment service provider. Once the dispute is closed, we can issue a refund directly.

      Regarding refunds for the previous orders (******** from 2018 and ********* from 2023), I regret to inform you that these are significantly outside our 60-day money-back guarantee period, and as such, we are unable to issue refunds for these orders. Our refund policy is designed to give customers ample time to evaluate our products and services, but it does have a set limit to ensure fairness and operational efficiency.

      Regarding your communication history, we have records of ticket ******* from November 22, 2018, where you requested assistance for reinstalling Malwarebytes on your Mac, and ticket ******* from January 3, 2023, where you requested a refund for the chargeback, which was explained in line with our response to the PayPal dispute.

      If there are any other ways we can assist you or if you have further questions about our products or policies, please don't hesitate to let us know.

      Best regards,

      Customer response

      01/30/2024

       
      Complaint: 21158467

      I am rejecting this response because: They have REFUSED to refund me unless DROP a complaint? They have no way to cancel this auto renewal online that I have seen and called about for help. To 'activate'? Not explained anywhere and I ASSUMED it means to activate as in make the account active. I never punched that and was charged anyway. It is STILL not activated. YET I am paying and no refund. I called the business and they do not take consumer calls. You are referred back to the website by message at that option: ************. PayPal took no responsibility saying it's up to MY BANK? So, if my BANK refunds me then ************ *** gets away with ripping me off 2 years in a row!!? NO. This COMPANY needs to refund me. We are within the 60 days. REFUND ME NOW. There is NO place on the website to do this except 'request a refund'--which I did and they are not cooperating at all. My computer crashed when I called several years ago and I was trying to activate the paid one--never activated and the never refused then either. RIP OFF company. Never EVER again.
      Sincerely,

      *******************************

      Business response

      02/07/2024

      Hello.

      Thank you for reaching out to us regarding your refund request. I want to clarify that we are not denying your refund. As mentioned in our previous correspondence, your order qualifies for a refund under our 60-day money-back guarantee policy. However, the initiation of a dispute with PayPal alters the refund process significantly.

      Upon filing a dispute, PayPal temporarily deducts the disputed amount from our account in this case, the $47.11 you were charged and holds it pending the outcome of their investigation into the dispute. Should PayPal resolve the dispute in your favor, the debited amount is returned to you. Conversely, if the dispute is resolved in our favor, the funds are returned to our account.

      Issuing a refund from our end while the PayPal dispute is ongoing could result in you receiving a double refund: one directly from us and another through PayPal, should they decide in your favor. It's worth noting that the majority of disputes are typically resolved in favor of the account holder by PayPal, suggesting a likelihood that you will receive your funds back through their process.

      In the unlikely event that PayPal resolves the dispute in our favor, please rest assured that we are fully committed to honoring our refund policy by ensuring you receive your money back.

      We appreciate your understanding and patience as we navigate through this process. Should you have any further questions or require additional assistance, please do not hesitate to contact us.

      Best regards,

      Customer response

      02/09/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will await the refund from PayPal BUT if they deny it after closing this complaint, I will re-file.

      Sincerely,

      *******************************
    • Complaint Type:
      Product Issues
      Status:
      Answered
      I can not cancel subscription from webpage or contact any support

      Business response

      01/26/2024

      Dear *******,

      I hope this message finds you well.

      I am writing to confirm that the refund for your Malwarebytes subscription has been successfully processed. The ***** USD will been credited back to the card used for the original purchase. Depending on your bank's processing times, it may take a few business days for the refund to reflect in your account statement.

      Thank you for choosing Malwarebytes. We hope to have the opportunity to serve you again in the future.

      Sincerely,

    • Complaint Type:
      Billing Issues
      Status:
      Answered
      My credit cards continue to be charged for bogus subscriptions that were NEVER ordered. Malwarbytes' pop-up marketing is apparently set up in a way that can be easily mistaken as just a link for information, but actually sets the person up for some type of subscription. I have NEVER intentionally purchased one of their products, yet I continue to have to dispute charges that they have made on my account. And, to make things worse, they have NO WAY to directly contact them for resolution. Any form they have requires a log in, to "Your Account", which I DO NOT HAVE any record for. I continue to have to close down accounts, and dispute charges with my credit card carrier, just to keep from being pick-pocketed every few months! I am sick of seeing their name on every dispute I have to file in order to keep my money! I DO NOT WANT ANYTHING FROM THEM, except to get off my computer, and leave me alone!

      Business response

      01/26/2024

      Dear ****,
      I am reaching out from Malwarebytes in response to your complaint filed with the Better Business Bureau. I want to express our sincere apologies for inconvenience you have experienced with charges related to our products. I am here to assist you with your refund inquiry.

      Firstly, I would like to clarify that Malwarebytes products are indeed sold as subscriptions. These subscriptions are set to automatically renew at the end of each term until cancelled by the customer. This approach is designed to ensure continuous protection without interruption. We do send at least one reminder email 30 days before the renewal, to the email address associated with the subscription, allowing customers to opt out if they no longer require the service.

      Upon reviewing our records, I regret to inform you that I am unable to locate any recent charges under your name, *******************, or the provided email address, **************** The only order I found matching these details is from May 18th, 2016 (order number ********), which was refunded on June 9th, 2016. 

      To assist you further and resolve this matter effectively, could you please provide the last four digits of the card that was charged, along with the date, amount, and description of the charge? This information is crucial for us to investigate the charges you mentioned.

      Looking forward to your reply,

      Sincerely,

    • Complaint Type:
      Product Issues
      Status:
      Answered
      Malwarebytes blocks my business website (vallenmechanical.com) claiming the following: Malware page blocked for your protection Malware pages attempt to install software that can harm the device, gather personal information or operate without your consent..My business offers Process Safety (Hazardous **************** services and is in no way malicious or phishing in any way. I have attempted to contact Malwarebytes twice about this issue and have received no resolution because I do not have a paid subscription with them. My concern is that if a potential customer tries to access my website and they use Malwarebytes, my site will be blocked not only costing me a potential customer but also giving me a bad reputation. This issue needs to be fixed ASAP or my next step is legal action for potential losses and defamation.

      Business response

      01/16/2024

      Dear *******,

      I am writing in response to your recent complaint submitted to the Better Business Bureau concerning the alleged blocking of your business website, vallenmechanical.com, by Malwarebytes' software. I'm here to ensure this matter will be resolved promptly and satisfactorily.

      Upon receipt of your complaint, our team undertook a comprehensive review of the situation. I can inform you that, as per our current records and system checks, ********************************* is not being blocked or restricted by any Malwarebytes products.

      Furthermore, to ensure a thorough examination of your case, one of our Technical Support Specialists has initiated direct communication with you on January 15th, ****. Should you require immediate clarification or wish to discuss additional concerns, please feel free to respond to the email sent to *********************************************** yesterday or by replying here.

      Malwarebytes takes pride in fostering a safe and secure online environment for both individual users and businesses. We deeply regret any inconvenience or misunderstanding this situation may have caused.

      Sincerely,

      ******************

      Malwarebytes Consumer Support

    • Complaint Type:
      Product Issues
      Status:
      Answered
      I signed up for the 7 day free trial of *****, a company acquired by Malwarebytes, on December 8. I never downloaded the app and was contacted by ****, CEO on December 9 asking if I needed help. I responded that I wished to cancel the service. I received a response on December 11: Hi there, this is **** from *****. I appreciate you reaching out. I see from the record that you do not have any active subscription or paying subscription. I responded that I wished to cancel. I then emailed Dec 18. I received no responses. On Dec 19 I was charged. I have emailed through the support email- no response. I have emailed ************** numerous times.

      Business response

      01/04/2024

      Thank you for contacting us.

      After looking into this situation, we see that the complaint was addressed, and no billing occurred on our end.

      However, we wanted to let you know that we have reached out to resolve this case to the user's satisfaction. We reached out today, 01/04/2024, to further assist the user as we can not locate any billing that took place and will work directly with the user to make sure they are credited if any billing took place by mistake. 
    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      My account was closed and refunded without my order. This business doesn't have live support and their robot is useless.

      Business response

      12/27/2023

      Dear ******,


      Thank you for reaching out to us and expressing your concerns via the Better Business Bureau. We understand that having your account closed and order refunded without prior notice can be frustrating, especially when you've encountered difficulties in seeking live support.

      Upon reviewing your case, we found that on November 27th, you submitted ticket number ******* requesting the cancellation of your subscription. Accordingly, your order number ********* was refunded in line with your request. However, it appears there might have been some confusion or a change in your decision, as on December 11th, you opened another ticket inquiring why the order was refunded and requested reinstatement.

      We regret to inform you that once an order is refunded and the account is closed, we cannot reinstate the original order. However, we value your business and would like to offer a resolution to regain your trust and satisfaction. As a gesture of our commitment to your satisfaction, we've provided a 40% discount on a new purchase. You can access this exclusive offer by visiting this link: **********************************************************************************************************************************

      If you have any further concerns or require additional assistance, please do not hesitate to contact us.
      Sincerely,

    • Complaint Type:
      Product Issues
      Status:
      Answered
      I got emails from Malwarebytes claiming to be yahoo.com it appeared official from my email provider The emails claimed that many viruses were being sent out from my phone and yahoo was going to shut down me yahoo.com account unless I purchased there selected anti virus software co Malwarebytes Because I was using that email account for my employer information I purchased the software in October for ***** when I continued to receive the same emails telling me to purchase the same item I realized I was scammed I was worried at the time about my work I changed my work information to go to gmail I canceled my yahoo account as in addition I was getting other emails that were scams I was not able to shut the Malwarebytes account off as they said they needed the email account associated with the account which I already closed I tried to close it another way they told me they needed credit card information that I paid for it with I am unwilling to give to them again since I was tricked into buying the service I talked with **** on 12/12/23 at 2:50 pm she advised me contact my credit card company and make this complaint On 12/12/23 I made complaint with my discovery card the dispute over ***** with Malwarebytes is ongoing the number for that is 827272068B The address for that purchase Malwarebytes,inc *********************** 12 *********** ** ***** I was not able to actually close the account

      Business response

      12/28/2023

      Dear *******,

      We have received your complaint to the Better Business Bureau regarding emails you received claiming to be from Yahoo and directing you to purchase Malwarebytes software. We take matters like this very seriously and appreciate the opportunity to address your concerns.

      Firstly, I would like to confirm that after thoroughly reviewing our records, we do not have any accounts under the email address ******************** (if you have another email address, I can look into this further). It's important to clarify that Malwarebytes does not engage in the practices you've described. We do not send emails to users to coerce them into purchasing our products by using false claims, nor do we employ anyone by the name of ****. It seems you *** have been targeted by tech support scammers. Tech support scammers are fraudulent individuals or groups who claim to be associated with reputable companies. They often use scare tactics, like warning of a non-existent virus or security threat, to trick victims into purchasing unnecessary software or services. These scammers *** also request remote access to your device, putting your personal information at risk. For a more detailed understanding, please visit our informative blog on this topic: ***************************************************************************.

      Given the circumstances, our standard recommendation is to dispute any fraudulent charges with your bank or credit card company, as you've done. This is an important step in ensuring you are not held financially responsible for this scam. Additionally, considering the possibility that the scammers might have had access to your device, we highly recommend downloading and using our free version of Malwarebytes to scan your devices for any malware that *** have been installed without your knowledge.

      If there's any further assistance or information we can provide to help you navigate this situation, do not hesitate to reach out.

      Sincerely,

      Malwarebytes Support

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