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Had premium subscription which expires in 4 days; Running Windows 7 Home with Mozilla. Paid for one-year renewal subscription. Copied and pasted ID number and Key. Have downloaded renewal and installed twice, Start Menu doesn't show it when searched, but when I click "About" on the actual program tab, Malwarebytes tells me that's what I am running. No matter what I try, when I open 3.2.2, message comes up that subscription expires in 4 days instead of one year from now.  I have been working on this for three hours.   Went to website; Tried to start chat; there is none on weekends. Sent email; got auto reply telling me to do everything I have already done. There is no phone support. Got on Google; found a lot of the same sort of issue and no solutions. Please help.

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  • Staff

Hello and welcome to our forums.

I'm sorry for the trouble you're having with activating your renewed license.  There are a couple of things I can think of to try if you wish, otherwise you may wait the 4 days, and then enter your new license information and it should activate the new subscription at that time (though that also means you'll have to deal with the alerts about your license expiring until then, so it isn't ideal).

First, open Malwarebytes and go to the My Account tab and click on the Deactivate License button.  Once that is done, reboot your computer, open Malwarebytes once more and activate it by entering your new license key.  Hopefully that will switch it over to the new subscription/license info for you and eliminate the alerts about it expiring.

The second would be to access the My Account tab and click on the Manage My Subscription button which will take you to our license management website where you may sign in if you already have an account, or create an account using the same email address you used when you purchased your license, and then deactivate the old license from there by unregistering your system.  Once that is done you should be able to enter your new license information into the My Account tab in Malwarebytes 3 and activate your new subscription on that machine.

Please let me us know if that resolves the issue or not.

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Thank you so much for responding to my post...I'm sorry if I didn't make the issue as clear as I should have...The new key and ID number are both entered when I open the app from the shortcut on the desktop and on the Manage My Subscription page and the info is correct on the latter. However, it still says my subscription expires in 4 days instead of a year from now on the desktop.  Also, when I try and search the app from the Windows Start box, it tells me no such file (i.e., Malwarebytes 3.2.2) exists on my computer.  I am afraid if I deactivate the current key/ID, I will end up with nothing. Does that make sense?

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I see, well don't worry about ending up with nothing.  Worse comes to worse we can look up your purchase and license information and make certain that you get the appropriate subscription time that you paid for.  So given the additional info you just shared I'm thinking this could either be a bug with the software's notifications or just a hiccup with the licensing function in the software and/or on our license validation servers.  Either way we should be able to get you fixed up, however to do so you will need to work with our Support specialists directly via email as they are the ones with access to purchase and license info and can investigate what's going on with our system.  So unfortunately you will just need to wait for them to respond to your email message, which should be on Monday when they return to work.

I am sorry that I was not able to do more, however I do believe I know why you were unable to find the program when you searched for it in your START menu.  Assuming you typed in Malwarebytes 3.2.2, then the reason is due to the fact that the 3.2.2 version number isn't actually used in any of our file names or shortcuts, so if you just look for Malwarebytes it should come right up and as long as it shows the correct version information in the About tab then you should be fine.  You can also check the version info listed in Programs and Features where it lists the installed software on your system.  It should list it as Malwarebytes version 3.2.2.2018 or something similar.

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