Why isn't my subscription working?

[jakejohn79]

I just renewed my subscription for Malwarebytes Anti-Malware Premium about a month ago and now it's telling me my license has expired and when I try to re-enter my ID and Key I get an Error Code 403 message.

[daledoc1]

Hello and :

Until a forum staff member has a chance to respond....

We're sorry you are having problems with license validation, with a "403" error.

First:
Please be sure you are not trying to activate your license on more computers than your license allows.

Next:
Please be sure you are entering the correct alphanumeric characters in the correct format.
For example, please be sure not to swap "0" for "O", "1" for "I", etc; and be sure not to add extra spaces.
"Old" lifetime licenses have both a Key and an ID, each of which needs to be entered in its own field.
The ID format is most likely XXXXX-XXXXX and the Key format is most likely XXXX-XXXX-XXXX-XXXX
(Only "new" replacement licenses have just a Key, without an ID.)
There is more information here: How do I activate Malwarebytes Anti-Malware?

Next:
If those do not resolve your issue, unfortunately, the only folks who can help with that particular error code are the Support folks at the help desk.
We here at the forum do not have access to the necessary information to resolve such an error.

• If you already have a ticket at the Help Desk, please try to be patient. The Help Desk is busy, and they are also assisting users with technical support and malware cleanup cases.
  • Please do not open multiple tickets there -- doing so will slow down the process and could delay their response to you.
• If you do NOT already have a ticket at the Help Desk, you may open one HERE.
  • Please provide the Help Desk with as much of the following information as possible (but do NOT post this sensitive information here in this forum):
    • Name of purchaser
    • Email address of purchaser
    • Date of purchase
    • cleverbridge reference number (or details about the seller, if it was NOT malwarebytes online store)
    • MBAM license ID and Key information

• Either way, please be sure to check your spam and junk mail folders, to verify that the emails from the Support team did not land there by mistake.

In the interim, you may wish to perform a CLEAN REINSTALL of MBAM -- the setup wizard will offer a 14-day Trial with the full, premium features, while you sort out the licensing issues. (1 Trial per PC per MBAM program version)

Thanks for your patience and understanding,

[jakejohn79]

The Help Desk doesn't work! Every time I try to submit my request I get a message saying, "We were unable to connect to the server. It may have gone offline or you could be experiencing connectivity issues. Please re-try your submission in a few minutes.". I've re-tried about 50 times!

[daledoc1]

Hi:

 

Hmmm, well that's a bummer.

I've never heard of that particular problem.

 

We will need to wait for a Malwarebytes staff member to assist you.

They will be able to determine if there is some sort of problem with the Help Desk (though you are the first to report such a problem).

And, alas, it remains the case that the Support folks are the only ones who can work with you to resolve your "403" error.

(>>It appears from your previous post back in September that the license issues are not new?<<)

 

 

In the interim, you may wish to perform a CLEAN REINSTALL of MBAM -- the setup wizard will offer a 14-day Trial with the full, premium features, while you sort out the licensing issues. (1 Trial per PC per MBAM program version)

 

Thanks for your patience,

[jakejohn79]

Yeah, that is a bummer! I just gave you $25.00 a month ago! I want this fixed by the end of the night!

[daledoc1]

Hello:

 

I'm sure you are frustrated.

 

I am just a home user and forum volunteer.

I wish I could help you with the "403" error -- alas, we here in the forum do not have access to the information needed to resolve that particular licensing error.

The Support staff are the only ones who can.

If you cannot log a ticket with the Help Desk, as explained in Post #2, for some reason, then we must wait for a forum staff member to assist you with contacting them.

 

Please do not take out your frustration on me.

I am doing my best to help you.

 

>>Out of curiosity, where did you purchase your license last month, from the Malwarebytes online store, or from somewhere else?

 

In the interim, you may wish to perform a CLEAN REINSTALL of MBAM -- the setup wizard will offer a 14-day Trial with the full, premium features, while you sort out the licensing issues. (1 Trial per PC per MBAM program version)

 

Thanks again for your patience,

[jakejohn79]

Every time I try to submit my e-mail at the Help Desk I get that message, as explained in Post #3, and it says Desk.com is down for maintenance.

[daledoc1]

Hi:

 

Yes, I understand what you have reported.

 

Once again, we here in the forum cannot resolve a "403" error and we cannot "fix" whatever might be happening with the Help Desk.

 

Only the Support team can work with you to fix the "403" error.

And only a Malwarebytes staff member can determine what -- if anything -- is wrong at the help desk.

 

>>Out of curiosity, where did you purchase your license last month, from the Malwarebytes online store, or from somewhere else?

 

Once again: In the interim, you may wish to perform a CLEAN REINSTALL of MBAM -- the setup wizard will offer a 14-day Trial with the full, premium features for 14 days, while you sort out the licensing issues. (1 Trial per PC per MBAM program version)

 

Thanks again,

[gonzo]

jakejohn79,

 

When is the last time you tried to create a ticket?  I walked over to Support and found out there were some connectivity issues earlier in the day and the site has been running slower than normal, but I was told problems have (for the most part) cleared up.