Upgraded to 2.1.8 1057 and my id/key is rejected (Ticket ID 838828)

[mbytesus3r]

Hello,

 

I have a lifetime user license. I updated from 2.1.6.1022 to the latest version 2.1.8 1057 and now cannot register, i.e. my ID and Key are rejected. (Both ID and Key are listed in the ticket ID 838828).

 

I created a support ticket for this case 3 days ago, but as yet no response. I can also see that the case has yet to be assigned to a technician.

 

Any feedback would be appreciated. Many thanks in advance.

[AdvancedSetup]

Hello and

 

Please contact the Help desk and they can assist you.

 

https://support.malwarebytes.org/customer/portal/emails/new?b_id=6438

 

Thank you

[mbytesus3r]

Many thanks for your response but as previously stated, I have already contacted Help Desk (Ticket #838828), and have received no response.

 

Kindly advise. Many thanks!

[daledoc1]

Hello and :


We're sorry you are having problems with license validation, perhaps with a "403" or "404" 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
(The "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.

• 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,

[Super_Spartan]

same here, contacted support since 3 days and no respone......very sad

[benjamen50]

same here, contacted support since 3 days and no respone......very sad

 

It's best if you wait, I've had my key replaced, I know it took a bit of time, maybe about a week on average depending on their load. Was worth the wait in the end.

[Super_Spartan]

It's best if you wait, I've had my key replaced, I know it took a bit of time, maybe about a week on average depending on their load. Was worth the wait in the end.

yeah today is the 4th day and still no reply. So I contacted Creativemark Support and they gave me a new key within less than 24 hours. Mind you, they said that THEY contacted Malwarebytes and Malwarebytes gave them a new key so it means Malwarebytes don't give a priority to the customers but responded to the reseller immediately.

[gonzo]

Resellers have a different method and don't use the same channels you do.  I won't make excuses for Support, but you're comparing apples and oranges..

[mbytesus3r]

Thanks for the feedback everyone!

 

Helpdesk contacted me last night and requested proof of purchase, which I have given them.

 

Hopefully I will also get a replacement in the not too distant future.

 

Will keep you all posted.