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Activate License button greyed out.


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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.  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. Im on a mac.

Edited by 0cuclt
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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

If you haven't done so already, please run these two tools and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Farbar Recovery Scan Tool (FRST)
    1. Download FRST and save it to your desktop
      Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
    2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
    3. Press the "Scan" button
    4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
  • MB-Check
    1. Download MB-Check and save to your desktop
    2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
    3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

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For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
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  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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Greetings,

I'm sorry you're having trouble with the software but we should be able to get it to activate properly for you so that you may have the protection you paid for.

First off, you mentioned that you're on a Mac.  Are you running the Mac version of Malwarebytes or are you running Windows on your Mac and are trying to activate the Windows version of the software?

Next, if you are running Windows and attempting to activate the Windows version of Malwarebytes, then please make certain you are logged in as an administrator, as administrative privileges are required to activate the license and protection.  Next, in your administrative user account (assuming that wasn't the issue), go to C:\Program Files\Malwarebytes\Anti-Malware and right-click on mbam.exe and select Properties.  In the properties dialog, click on the Compatibility tab and make certain that all of the boxes shown there are unchecked.  Then click on Show settings for all users and do the same, making certain all the boxes are unchecked, then click Apply and OK, then try launching Malwarebytes again (if it was already open, close it, right-click the Malwarebytes tray icon if it is still running there and select Quit Malwarebytes, then once it is gone, go ahead and launch it again via one of the program's shortcuts).

See if it allows you to activate the software now or not.

If that did not resolve the issue, and you are using Windows then please post the logs requested in the above post beneath where it says technical issues so that we can take a look at the state of the Malwarebytes installation to troubleshoot the issue further.

Thanks

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I see.  Unfortunately I'm not too familiar with the Mac OS version as I have never owned a Mac, however we'll make sure that someone from the Mac team assists you.  I've also asked the moderators to move this topic over to the Malwarebytes for Mac support area to make sure that you get the assistance you need.

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If the Activate License button shown in the screenshot below is grayed out after you have entered your key, there are two possible reasons.

One is that you have made a typo and the key was not entered correctly, so it isn't matching the correct form of the key.

The other is that you are entering an old key that is not compatible with Malwarebytes for Mac. Be aware that older keys that include both an ID and a key will not work with Malwarebytes for Mac. This mostly affects lifetime licenses, which are not supported for Mac or Android, only for Windows.

5ab926ca90106_ScreenShot2018-03-26at12_57_40PM.thumb.png.29759fa614c60a1fd5a494d39bddec70.png

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