My PAID-FOR Malwarebytes keeps telling me it's expired!

[Psymon23]

Hey there, I first BOUGHT and PAID FOR Malwarebytes on April 30, 2014, and it automatically renewed on the same day this year -- and I got a receipt for that, of course, saying that it would be good until April 30 of next year (2016).

 

However, a few days ago I started getting a little pop-up notification telling me:

 

License Expired
Your license has expired. Please renew to continue full protection.

 

I sent an email to support@malwarebytes.org, but the automated response I got basically said (to paraphrase) "we're really busy right now so we'll get to you whenever your turn comes up." Several days later, I still haven't heard anything -- and so now I'm here.

 

The license I PAID FOR is for three computers, although only two are making use of it, my computer and my mom's, and both of us are getting the same message.

 

I can't say that I'm very impressed about this -- I do like the program, and do think it's worth paying for the protection it gives, but not if the company isn't going to give me the full year subscription that I paid for!

 

Any solutions? Other than paying AGAIN for what I already paid for, of course!

 

(Incidentally, I just recently upgraded from Win7 to Win10, however my mom didn't, she's still on Win7, so I can't see that somehow that's the issue here.)

[daledoc1]

Hello and :

 

<just another home user here>

 

Alas, most licensing issues -- especially specific error codes, such as "403" and "404" -- must be resolved at the Help Desk.

We here in the forum do not have access to the information needed to resolve such errors.

Please check your email spam and junkmail folders, to be sure that Help Desk emails didn't land there by mistake.

 

However, there are a couple of isolated situations where we might be able to help, while you wait for assistance from Support.

 

The first of these actually *is* an on-top upgrade to Windows 10.  Such OS upgrades/downgrades (or even the use of system restore) can break certain programs, especially security applications.  A proper clean reinstall of MBAM may resolve that issue.  The "best practices" advice for that is spelled out here: MBAM Clean Removal Process 2x

(This process will also enable by default a 14-day Trial version, with all of the Premium features, if the Trial has not already been used on this computer for this program version.  That will give you some time, while you sort out the licensing issue.)

 

The other scenario pertains to an original purchase of the 3-PC subscription license from a vendor OTHER THAN the Malwarebytes online store.

>>So, can you please tell us: where did you purchase your original license -- from Malwarebytes online store (via cleverbridge) or somewhere else?

 

Thanks for your patience,

[Psymon23]

The first of these actually *is* an on-top upgrade to Windows 10.  Such OS upgrades/downgrades (or even the use of system restore) can break certain programs, especially security applications.  A proper clean reinstall of MBAM may resolve that issue.

<snip>

The other scenario pertains to an original purchase of the 3-PC subscription license from a vendor OTHER THAN the Malwarebytes online store.

>>So, can you please tell us: where did you purchase your original license -- from Malwarebytes online store (via cleverbridge) or somewhere else?

 

Re the first question, I did think at first that this issue might be due to my upgrading to Win10, but as I mentioned in my first post, my mom is getting the same notification, and she hasn't upgraded or changed anything in Windows -- so the issue would seem to be with my (our) license. At least, so it would appear.

As for where I bought it from, I got it straight from the Malwarebytes store (i.e. cleverbridge).

I guess I'll just have to wait for a response from support -- unless you or someone else can suggest something else to try. :/

[daledoc1]

Hi:

 

Well, truth be told, the OS upgrade could have broken something, and the clean reinstall wouldn't be unreasonable to try.

(It's always a good idea to uninstall security programs before OS upgrades/downgrades or system rollbacks.)

It should only take 5 minutes or less (and a couple of reboots).

But I understand your reluctance given that the license issue affects both systems.

 

Here is the link, if you wish to try it: MBAM Clean Removal Process 2x

This process will also enable by default a 14-day Trial version, with all of the Premium features, if the Trial has not already been used on this computer for this program version.  That will give you some time, while you sort out the licensing issue.

 

>>Also, please be sure the system date and time for both computers are correct.

 

Otherwise, yes, I'm afraid you'll need to wait for the folks from the Help Desk to assist you.

 

Thanks for your patience,

[Psymon23]

Okay, I used the removal tool, rebooted, reinstalled the premium trial version, then "activated" it with my ID/key... and immediately it tells me that my license has expired (on 2015-08-28, when it shouldn't expire until 2016-04-30). It does also give me a message saying "Protection temporarily extended after renewal failure," but I don't know how long that will last (it would be nice if it would tell me).

[tetonbob]

Hello Psymon23. I've found your ticket in the Support queue and responded there. This was an issue in the backend during the renewal process.
So, I'll go ahead and close this topic now. Thanks for your patience.