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Usage level exceeded

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I purchased Malwarebytes 3 in August 18th and I was able to install it perfectly. Due to an infection I had to re-install the Operation System in 19 August ( day after I installed my license). I tried to activate my license on my new OS but it was not working, it keeps giving me a message saying "The usage level has exceeded the max volume allowed"

I have opened a ticket = 2048448

And I received reply from the support, but I don't think they understood my issue.. 


That was their response: 


Just checking in. I was wondering if you need further assistance or have more questions, just let me know and I'll be happy to help!



Can someone help me? I paid for my license a week ago but I am still unable to use it

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