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Permanent Subscription Canceled

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In Jan., 2012 I upgraded to the permanent $24.95 paid version, and all has been well until a few weeks ago when I started getting notices that my registration key was counterfeit and it has since been canceled.

I tried a re-install, using both my ID number and my user key, and kept getting the error "please enter a valid key".

I still have the original confirmation email from 2012 with both numbers, and have emailed support, supplying all the information in that confirmation.  It's been running for 4 years, why suddenly stop and get canceled?  It was purchased directly from a Malwarebyte link and fulfilled by "Cleverbridge".  I also have an order number in addition to the ID and key and it is still installed on the same computer it was originally installed on.  I'm now being pressured to pay again, but now for only an annual subscription when I already have a lifetime paid subscription.  This wasn't bootlegged, but ordered direct in 2012 and paid with PayPal.

Now what?

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Hi and Welcome:
Sorry your having problems with your Malwarebytes activation. The only folks that can help with this matter is the helpdesk.

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)

Alternatively, you can also send an email to support@malwarebytes.org to get help.

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I have done all of above, except installing a 14-day trial version, as I thought that could complicate things, with trial expiring vs. permanent version expiring and not being able to be reinstalled.

It's looking like Malywarebytes has blacklisted my key, despite it being purchased through their legitimate vendor 4 years ago, which I can prove.  All I can think of is that my legit key supplied by Cleverbridge was coincidentally also produced with a keygen by a bootleg vendor and then distributed, but if that's the case, they should have voluntarily supplied me with new ID/Key rather than just cutting me off.  It gives the impression that Malwarebytes itself is engaged in ransomware, since I was only offered an annual new subscription for what I already paid for the permanent version when it was still being offered.

For a company specializing in computer security, it's shameful that their keys were so easy for pirates to crack, unless an insider was involved and leaked code.  Just my opinion, obviously.


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3 minutes ago, Karl-in-NY said:

For a company specializing in computer security, it's shameful that their keys were so easy for pirates to crack, unless an insider was involved and leaked code.  Just my opinion, obviously.

It was fairly easy back then but things are tightened up much better now. But you cant stop them all.

Give support some time and if your documentation checks out you should be fine.

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