Can't activate my licence

[Thibaut]

Hi,

 

I've bought a licence for Malwarebytes Anti-Malware 2 years but when I copy paste it, the program return me that I i need to be connected to internet, and I'm connected. The link to technical support is out. Can you help me please?

[daledoc1]

Hello and :

 

First: please check to be sure your computer's date and time are correct (wrong date/time can be one cause of the error message you report).

 

Next: please be sure you are not adding any extra spaces or characters before or after the character string that makes up the license key shown in the confirmation email you received after the purchase.

 

If neither of those resolves the issue, please reboot the computer and try again, using the steps shown here: How do I activate Malwarebytes Anti-Malware?

 

Please report back and let us know if your issue is resolved.

 

Thanks,

[Thibaut]

I've done and checked everything described. The problem still remain, i've still the same message that I need to be connected to internet.

[daledoc1]

Hi:
 
The most efficient way to resolve activation issues is to contact the Help Desk.
 

• 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 the Malwarebytes online store)
    • MBAM license ID and Key information
    • Screen shots of any error messages or other dialogs

• 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)

[daledoc1]

UPDATE: The Help Desk portal appears to be down at the moment.

 

Malwarebytes staff has been notified.

 

Until the issue is resolved, you may wish to follow the steps in the previous reply to perform a clean reinstall and to use the 14-day Trial.

 

Thanks,

[Maurice Naggar]

Hello Thibaut and welcome.

 

You indicate that your antivirus is Kaspersky security.

You  should  set exclusions in your Kaspersky security programs, including the firewall, to allow Malwarebytes.

 

These files, if listed, need to be allowed through.

 

Below is a list of files which should be added:

 

For 32-bit Windows Vista or Windows 7, 8, 10 or Windows XP:

C:\Program Files\Malwarebytes Anti-Malware\mbam.exe

C:\Program Files\Malwarebytes Anti-Malware\mbamgui.exe

C:\Program Files\Malwarebytes Anti-Malware\mbamservice.exe

C:\Program Files\Malwarebytes Anti-Malware\mbamscheduler.exe

 

For 64 bit versions of Windows Vista or Windows 7 or Windows 8.1, 10:

C:\Program Files (x86)\Malwarebytes Anti-Malware\mbam.exe

C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamservice.exe

C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamscheduler.exe

 

http://support.kaspersky.com/11157#block1

 

1.Open Kaspersky Internet Security .

2.In the lower-left corner of the window, click the Settings link.

3.In the Settings view, go to Protection Center and click Application Control.

4.In the Application Control settings view, click the Manage applications link.

5.In the Application management window:

•Move the application of your choice to another trust group: right-click on the application's title, click Restrictions > (trust group of your choice).

 

•Customize the restrictions: right-click on the application's title and click Details and rules.

•In the Application rules window, go to the Rights tab and modify permissions depending on the type of action: right-click a current permission you want to modify and select Allow, Block, or Prompt for action (if the latter is selected, Kaspersky Internet Security 2015 will be asking the user whether to allow or to block actions of the application). Click the Save button.

 

6.Close the Application management window.

7.Close the application window.

 

Once this is done,  your pc should be in a better position to re-try the activation for our software.

 

How to Activate  - https://support.malwarebytes.org/customer/portal/articles/1835315?b_id=6438

 

Please be sure you only use COPY and Paste.   Let me know how this goes.