geranium Posted June 3, 2017 ID:1132651 Share Posted June 3, 2017 (edited) I bought two lifetime licences in May 2013 from Cleverbridge. They both worked fine. Both PCs died and I have just tried to install each of them on my new PC. They both say the ID is recognised but they both say the Key is not. Can you help please? Thanks Edited June 3, 2017 by geranium Link to post Share on other sites More sharing options...
dcollins Posted June 3, 2017 ID:1132662 Share Posted June 3, 2017 Can you please PM me a screenshot of the key and ID you're trying to enter in MB3? You can PM me by clicking my name and choosing message. Link to post Share on other sites More sharing options...
geranium Posted June 3, 2017 Author ID:1132671 Share Posted June 3, 2017 Thanks. Have sent the PM Link to post Share on other sites More sharing options...
geranium Posted June 5, 2017 Author ID:1133081 Share Posted June 5, 2017 Thank you for your private message. I don't have any screenshots. What it is doing is quite straightforward When I type in the licence details on both of them it is placing a green tick in the ID, leaving the key blank and asking me if I want to buy a licence. I bought these two lifetime licences 4 years ago and they have worked just fine. geranium Link to post Share on other sites More sharing options...
dcollins Posted June 5, 2017 ID:1133179 Share Posted June 5, 2017 I just tried both keys and they tick both boxes for me. Is there a reason you can't take a screenshot of the page where you're typing in the key? On Windows 7 or higher you can use the built-in snipping tool to take a quick picture of your screen. This would help tremendously. If you still can't take a screenshot, there are a few things to verify: The ID and Key fields are switched from your email. That is, your key goes in the top box and your ID goes in the bottom box Make sure you're typing 0's and O's where they are different. It's usually best to copy/paste from the original document into the text box Link to post Share on other sites More sharing options...
geranium Posted June 5, 2017 Author ID:1133189 Share Posted June 5, 2017 Oh dear. If I had transposed them as you suggest none of them would have ticked but the ID did. I always copy and paste them I am not familiar with this new PC (Windows 10) with very little installed on it. If you give me the precise steps for a screenshot I will do it. geranium Link to post Share on other sites More sharing options...
dcollins Posted June 5, 2017 ID:1133195 Share Posted June 5, 2017 Sure! Here's some steps that should help: Open Malwarebytes and click the Activate License button Type in your key and ID Press the Windows Key to bring up the start menu Type snipping tool and click on the top option (the icon should have a pair of scissors on a red circle) When Snipping Tool opens, click on the New option Click and drag the mouse over the area where you typed the key When you let go of the mouse, a new window should pop with a preview of your screenshot and a purple save icon at the top Save the image to your computer and then message me the image directly (do not post it in this thread, as it's a public area) Let me know if I can be of any more assistance Link to post Share on other sites More sharing options...
Doctor9fan Posted June 5, 2017 ID:1133229 Share Posted June 5, 2017 You say you're copy & pasting the ID & key, I've found that whenever I have done that it adds a space at the end of each entry even though there isn't a space where I'm copying from. And yes it shows a green tick beside both ID & key but if the space is left in MBAM fails to activate. Link to post Share on other sites More sharing options...
geranium Posted June 6, 2017 Author ID:1133423 Share Posted June 6, 2017 14 hours ago, dcollins said: Sure! Here's some steps that should help: Open Malwarebytes and click the Activate License button Type in your key and ID Press the Windows Key to bring up the start menu Type snipping tool and click on the top option (the icon should have a pair of scissors on a red circle) When Snipping Tool opens, click on the New option Click and drag the mouse over the area where you typed the key When you let go of the mouse, a new window should pop with a preview of your screenshot and a purple save icon at the top Save the image to your computer and then message me the image directly (do not post it in this thread, as it's a public area) Let me know if I can be of any more assistance I sent you a reply yesterday but it is not showing here. I said that It now works and I apologise that I must have been doing something wrong although I can't think what. I was copying and pasting from the Cleverbridge email and I had it in the correct order ( although they have it upside down in what they send). .Sorry Thank you for your help geranium Link to post Share on other sites More sharing options...
geranium Posted June 6, 2017 Author ID:1133513 Share Posted June 6, 2017 In my last message I said I must have done something wrong although I did not know what. I had not done anything wrong. I had been in touch with Malwarebytes support who had emailed me that I hadn't seen to say that they had reset my licences and that is why I could activate them. Thanks for help. geranium Link to post Share on other sites More sharing options...
dcollins Posted June 6, 2017 ID:1133555 Share Posted June 6, 2017 Sounds good, glad you got it working! Link to post Share on other sites More sharing options...
geranium Posted June 6, 2017 Author ID:1133558 Share Posted June 6, 2017 I spoke too soon. It has been working as an activated Premium all night and a full scan but I just looked at it to see the scan result and it has reverted the the free version. I have re-activated it with the licence but why does it do that? Thanks again for help geranium Link to post Share on other sites More sharing options...
dcollins Posted June 6, 2017 ID:1133561 Share Posted June 6, 2017 This was an issue on one of our older versions, but should be resolved. Can you please grab the logs files mentioned in the thread below: Link to post Share on other sites More sharing options...
geranium Posted June 8, 2017 Author ID:1133957 Share Posted June 8, 2017 On 2017-6-6 at 5:02 PM, geranium said: I spoke too soon. It has been working as an activated Premium all night and a full scan but I just looked at it to see the scan result and it has reverted the the free version. I have re-activated it with the licence but why does it do that? Thanks again for help geranium On 2017-6-6 at 5:04 PM, dcollins said: This was an issue on one of our older versions, but should be resolved. Can you please grab the logs files mentioned in the thread below: This is not all good news. This is a new PC and I had downloaded MBAM from the Malwarebytes site a couple of says ago and as above it was now working with the licence until I found it had reverted to the Free version. I looked again after your message and see it is not the new version at all but is 3.0.6. I can't imagine how that happened when I downloaded it from the Malwarebytes site. So, I downloaded the new version from the link in this thread. Then the licence went back to the problem I had initially with recognising the ID but not the Key. On the off chance I tried the second licence and that worked, So for the last 24 hours or so I have had the new version and the licence working properly. I still have one licence that doesn't work. Thanks for help geranium Link to post Share on other sites More sharing options...
dcollins Posted June 8, 2017 ID:1134085 Share Posted June 8, 2017 Can you please provide a screenshot as requested above of the key that's not working? Remember to PM it to me and not post in this thread Link to post Share on other sites More sharing options...
geranium Posted June 8, 2017 Author ID:1134095 Share Posted June 8, 2017 I didn't send it because it's been working since then. geranium Link to post Share on other sites More sharing options...
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