Update uninstalled the whole thing

[RayCharlie]

I was prompted to install the latest version then reboot after install.  Upon reboot, my Malwarebytes premium is gone. Any ideas why?  I'm pretty sure I still have over a year on my current sub.

[coolbree]

I just had the same problem as RayCharlie. I have life time Key and ID and responded to Malwarebyte update notice. It wiped out previous data, reports, collected since 2014. It installs free software and will not validate my  Life time Key and ID. I interpret as way to eliminate Life Time Key and ID to initiate annual purchase and breach of contract made in 2014.

 

Need help please. 

[Porthos]

47 minutes ago, coolbree said:

I interpret as way to eliminate Life Time Key and ID

Sorry, that is not true.

For licensing issues, you'll want to reach out to our online support at https://secure.livechatinc.com/licence/8473103/open_chat.cgi?groups=1

Usually, support will take 2/3 days or more since support is busier than normal at this time to get to your request.

[Porthos]

4 hours ago, RayCharlie said:

I was prompted to install the latest version then reboot after install.  Upon reboot, my Malwarebytes premium is gone. Any ideas why?  I'm pretty sure I still have over a year on my current sub.

Just download the latest installer from : https://downloads.malwarebytes.org/file/mb3 

[Firefox]

7 hours ago, coolbree said:

It installs free software and will not validate my  Life time Key and ID.

It should have reactivated when you installed the update. If it does not, then you can enter your ID and KEY, remember in MB3 you have to enter them in reverse order... KEY then ID.

[Porthos]

5 minutes ago, Firefox said:

If it does not, then you can enter your ID and KEY, remember in MB3 you have to enter them in reverse order... KEY then ID.

And if you get a message that it has been used too many times you can contact the help desk to reset.

For licensing issues, you'll want to reach out to our online support at https://secure.livechatinc.com/licence/8473103/open_chat.cgi?groups=1

Usually, support will take 2/3 days or more since support is busier than normal at this time to get to your request.

[nikhils]

Hello @RayCharlie, @coolbree

Can you please follow the forum post below and post the logs by running the tools listed.

Also once you create the Ticket in support for license key can you please post your support ticket number.

Thank you and we apologize for any inconvenience you may be experiencing during the upgrade process.

[coolbree]

6 hours ago, Firefox said:

It should have reactivated when you installed the update. If it does not, then you can enter your ID and KEY, remember in MB3 you have to enter them in reverse order... KEY then ID.

I did enter Key first and the ID second. Would not activate premium service. 

[Porthos]

17 minutes ago, coolbree said:

I did enter Key first and the ID second. Would not activate premium service. 

Did you receive an error message?   Did you include the dashes? Are you able to copy and paste?

[Jonoridge]

Hi there, I had this exact same issue yesterday. It popped up saying I needed to update. I did, then it said it needed to restart. I clicked 'No' for the time being as I was doing something. I then noticed it had completely uninstalled. Then restarted my computer, thinking that might continue the process. Nope. Then downloaded https://downloads.malwarebytes.org/file/mb3  from this link which prompted the restart question again. I restarted and still nothing. What is going on? It is clearly affecting numerous people. I'll try downloading the free version and logging into my paid account to see if it works. Fingers crossed. 

[Jonoridge]

I've managed to install Malwarebytes again, it seems to working like before now. 

[Doctor9fan]

On 31/08/2017 at 8:49 AM, coolbree said:

I just had the same problem as RayCharlie. I have life time Key and ID and responded to Malwarebyte update notice. It wiped out previous data, reports, collected since 2014. It installs free software and will not validate my  Life time Key and ID. I interpret as way to eliminate Life Time Key and ID to initiate annual purchase and breach of contract made in 2014.

 

Need help please. 

You could try deactivating the license via https://my.malwarebytes.com/ (Only works if you purchased from MB, register using the email address you used to purchase license).

Edited September 1, 2017 by Doctor9fan
Updated URL.