PeaceRiver Posted July 9, 2015 ID:975186 Share Posted July 9, 2015 I am having problems registering the premium package I bought on my new computer. I am running Windows 8 now instead of 7. Link to post Share on other sites More sharing options...
Firefox Posted July 9, 2015 ID:975189 Share Posted July 9, 2015 Need a little more info... what sort of problem, what is the error code, message and the like? Link to post Share on other sites More sharing options...
PeaceRiver Posted July 9, 2015 Author ID:975267 Share Posted July 9, 2015 the free program will just not activate with my user ID and activation code Link to post Share on other sites More sharing options...
Firefox Posted July 10, 2015 ID:975365 Share Posted July 10, 2015 Let's try this first....Please uninstall your current version of MBAM and reinstall the latest build - MBAM Clean Removal Process for version 2xIf that does not correct the issue, then Please read the following and in your next reply ATTACH the 3 requested logs - Diagnostic Logs (the three files should be CheckResults.txt, FRST.txt and Addition.txt)NOTE: There is an FAQ section with valuable information located here => Common Questions, Issues, and their SolutionsThank You, Firefox Link to post Share on other sites More sharing options...
hanknjoyce Posted July 10, 2015 ID:975427 Share Posted July 10, 2015 I had a Premium package on old laptop and trying to migrate to new laptop. Did a download per tech support and got free version. Tried using previous Premium key and ID on the free version as instructed by tech support and they are not recognized. Got auto renewal notice due Jul 20 and wonder what will happen then since I am still on free subscription? Have had several e-mail exchanges with tech support but not much progress. Any suggestions? Link to post Share on other sites More sharing options...
gonzo Posted July 11, 2015 ID:975433 Share Posted July 11, 2015 Let me ask a few questions (Firefox...please excuse me).What version of Malwarebytes were you running on the old laptop? Did you uninstall Malwarebytes on the old laptop? How and when (to the day, if you can tell me) did you do that? What is the exact error message you received on the new computer?I am asking these questions because I think that your license MAY be tied to your old computer, BUT at the same time, an annual subscription should be good for three computers. Either something is broken, all available installations are in use, it was not uninstalled correctly (previous version), or not unregistered (new version). These are all new variations on licensing, which I'm not sure Firefox is aware of. That's why I'm poking my nose in here. Link to post Share on other sites More sharing options...
PeaceRiver Posted July 11, 2015 Author ID:975507 Share Posted July 11, 2015 I read a page on this site that stated you have to uninstall from your old computer first and then you can go to a new computer. Unfortunately my hard drive crashed so I was unable to do so. I have run the clean and reinstall to no effect Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 11, 2015 ID:975522 Share Posted July 11, 2015 Hello PeaceRiver, As I understand and assume, the program installation itself is fine. I presume you are able to run the program. But the one issue is just the license activation - the input of the keys. Allow me to ask: Did you COPY and PASTE the license Keys ? or, did you do that all by hand typing ?Hand typing the keys is prone too often to inadvertent typos which then lead to some message about "invalid key". So the question is: Just exactly what "message" did you get ? That is same one as #4 posed by Gonzo. If it is "invalid key" then please see How to Activate - at this link Generic How to Instructions to copy and paste: this link If the isssue is none of the above, we just ask for more detail info about it. And if you do have a case with our support group, send me a PM with that information.Thank you. Link to post Share on other sites More sharing options...
PeaceRiver Posted July 11, 2015 Author ID:975532 Share Posted July 11, 2015 I did copy and paste and tells me to enter a valid user ID and activation key Link to post Share on other sites More sharing options...
Porthos Posted July 11, 2015 ID:975536 Share Posted July 11, 2015 I did copy and paste and tells me to enter a valid user ID and activation keyMake sure there are not any blank spaces before or after the key before pasting. Link to post Share on other sites More sharing options...
hanknjoyce Posted July 11, 2015 ID:975577 Share Posted July 11, 2015 Michael - Thanks for jumping in but I might be of minimal help. Questions: 1. Version: Premium but not sure what version because of the next question.2. Uninstalled? - Yes3. Uninstalled about 2-3 weeks ago during my several discussions with tech support. Afraid I do not know exact date. I might still have the tech support e-mail but not sure.4. Not really an error message but computer keeps saying I have the free version rather than premium. I am naively hoping when my renewal comes up that all will be well. I have communicated the thoughts on this forum with tech support, but received somewhat vague answers. This is NOT a crisis since I at least have some Malwarebytes (free version). Just very confused because what I thought was a simple download for my Premium seems so hard. Perhaps we just wait until July 20 for my automatic renewal and see what happens... Hank WhitneyCuster SD Link to post Share on other sites More sharing options...
gonzo Posted July 12, 2015 ID:975611 Share Posted July 12, 2015 Hank, Earlier in this thread, Firefox recommended that you run the diagnostics and get logs. Two of them are to look for malware and settings which may be jumbled, and the third is to get detailed information about your installed copy of Malwarebytes. Whether this gets worked on in the forums or with Tech Support, those logs will be of value. The newest versions of Malwarebytes (2.1.7 and 2.1.8) tie the license to the computer unless you deactivate the license on the computer, so uninstalling would not change anything. THAT IS ONLY TRUE FOR THE TWO VERSIONS I MENTIONED IN THE PREVIOUS SENTENCE. Chances are that you will not be happy on July 20. Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 12, 2015 ID:975636 Share Posted July 12, 2015 Hello Hank,Your issue has to do with insuring to place the License Keys ( activation ) into the program. Please do check your home email for a message from our support help desk. { apologies to Michael & Firefox for jumping in } Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 12, 2015 ID:975637 Share Posted July 12, 2015 @PeaceRiverHow are you doing ? Link to post Share on other sites More sharing options...
PeaceRiver Posted July 12, 2015 Author ID:975653 Share Posted July 12, 2015 I did send an email to support but I haven't heard back. As far as I know I followed all your instructions Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 12, 2015 ID:975656 Share Posted July 12, 2015 Send me a PM with the handle-name that you used.Thanks. Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 13, 2015 ID:975864 Share Posted July 13, 2015 To Peaceriver and Hank please stick with your ticket on the Helpdesk. See your replies there in your email.I am closing this thread. Link to post Share on other sites More sharing options...
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