This sounds like what happened to me. I submitted a ticket 2060430 and the response I got was, apparently, a new ID and Key and to upgrade. Didn't really address the problem.
Meanwhile, another issue seems to have reared up and involves, I think, the fact that in 2011 I got MWB and seems that's lifetime. Since then, I have used Bitdefender and then probably more than a year ago, I went back to MWB Premium. It had been working fine and I had two other computers on it, which you can't do with a lifetime, as I understand.
My account information is all dated also, from 2011. I called Cleverbridge as I thought this should be changed. What they did was send me a link to a download and my old ID/KEY. And my account information is still the old stuff.
So you can see where this gets confusing. One of the other computers was successfully, I think, put back to Premium using the new key from 2060430. I'll probably hear more tomorrow, it's the son's at college.
But on my computer, at first, with the download, used the new key and it went to Premium but said "Lifetime." What?..... I enabled the protections, started a scan, and it immediately came up with the orange warning box of not fully protected. I went back, turned on the offs again, but the web protection now stayed in the state of "Starting..." with the orange box of warning. Subsequent uninstalls and reloads would not cure it and now, it won't allow me to activate the license at all, no matter what key.
I believe there are two issues here: What caused a simple update to make the system go to "free?"
And why, when I've been paying for a Premium subscription, for over a year, does the system only show old information and seems to want to keep me in the status?
I submitted another ticket 2063649. I hope this time I don't get a response like the last one because it wasn't addressing the problem.
But yeah, this all began with a simple update.... or so we thought.