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I previously had an issue with my real-time protection turning itself off.  Support gave me the information for uninstall old version (my automatic updates were not working) and reinstall.  I saved my licensing information since the instructions indicate this will not carry over and I'll have to manually enter my licensing information once the new version has been installed.  During the install I did have several errors pop up (too quickly to notate the errors), but I did finally get the update installed.  Here is where my new problem comes in to play.

When I go to the licensing screen to enter my license information, the button to [ACTIVATE] is gray and will not allow me to activate my current license.  I've posted my concern in the forums and sent an email to support and have yet to get any sort of response.  Right now I'm running a FREE version of the software, but needless to say I'm frustrated since I have a paid license that I am unable to activate.

Please, can anyone help?  I don't even have a support phone number to contact to speak directly to a human.

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Hey dude,

I had the same problem - - i emailed tech support - - they emailed me back with these instructions - - (took them a few days to get back to me).   Give it a try.

FEB 21, 2017  |  12:50PM PST 
Kenyan replied:

Hello beth,

Welcome to Malwarebytes support, my name is Kenyan and I’ll be assisting you today. I have looked into your subscription I see that your license does not need and ID, it is only required for a license key.

We have just released version 3.06 update to address the known issues since the release of Malwarebytes 3.0. Please follow the instructions below:

Step 1: Installation:

Download and Run the Malwarebytes 3.0.6 installer from the link below

Download MB3 Installer

Locate and double click the file, mb3-setup-consumer.exe, to run the installer:

Be sure to check your downloads folder if you do not see the file

You may see a notification explaining that your existing Malwarebytes Anti-Malware, Malwarebytes Anti-Exploit, or Malwarebytes Anti-Ransomware (Beta) applications need to be uninstalled before you can install Malwarebytes 3.0.

Press Accept, then follow this prompts on the installer window.

Malwarebytes will open automatically to the new welcome screen.

If you have a premium subscription for either Malwarebytes Anti-Malware or Malwarebytes Anti-Exploit Proceed to Activation.

Please copy and paste key: xxxxxxxxxxxxx (put your key number here)

Step 2: Activation: Premium Subscribers Only

Press the Activate button in the top right.

If you only see a My Account button in the top right your license has already migrated over. Please click My Account to verify.

Copy and Paste your License info to the appropriate boxes.

If your activation info has an ID press the “My license came with a License ID” link

Click the Activate button to activate your Malwarebytes 3.0 Premium license

Restart your PC one more time.

Let me know whether or not this solves your issue or if you have any further questions. Hope this helps and thank you for choosing Malwarebytes!

Malwarebytes 3.0 User Guide: https://www.malwarebytes.com/support/guides/mb/

Kenyan
Customer Success

 

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