License issues when trying to reinstall MalwareBytes

[RalphK]

My dad has a lifetime license of MalwareBytes Premium and been using MBAM 2.2.0.1024 for several years. He was very happy with it as it made him feel safe.

A few months ago his PC was becoming very sluggish to the point of being unusable. I tried to help him any way I could, including removing of various apps, anti-viruses etc., including MBAM. It ended up being a bad hard drive issue. I replaced the drive and mirrored the old one to the new one.

Now that his system is back up and running, I tried to reinstall MBAM, both the original version and the new MalwareBytes 3+. Installation is successful but when I enter the license it wouldn't register the product. It shows green checkmarks on the ID and Key fields but then won't activate.

I'd appreciate any help - what am I doing wrong?

Thanks in advance,

Ralph

Edited June 17, 2018 by RalphK

[Malwarebytes]

***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: 

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[exile360]

Greetings,

Your best bet for dealing with license/activation issues would be to contact Malwarebytes Support directly.  You may do so via one of the options on this page.  They should be able to assist you in getting your license key working properly again with Malwarebytes 3.

If there is anything else we can assist you with please let us know.

Thanks

[RalphK]

Thank you, exile360, for your reply.

I've already tried the support page you've linked to, but unfortunately hit a dead end. When trying to log in, I'm presented with a screen telling me that customer login is "coming soon". I tried logging in anyway and it won't accept my user name and password for the forum, nor does it allow to create a new user, or recover a password.

Edited June 17, 2018 by RalphK

[exile360]

OK, please do the following:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Get Started
3. On the next screen, click the Get Help button then click the New Ticket button
4. Fill out the information and select Need help activating a Malwarebytes product from the drop-down menu
5. Click the Submit button when done and then the info and logs from the tool will be submitted as a new ticket for Support and they will respond via the email address you listed in the Support Tool
   

[dcollins]

@RalphK you should also be able to reach out to our customer support teams by filling out the contact me form on the following page: https://support.malwarebytes.com/community/consumer/pages/contact-us

[exile360]

@dcollins I'd already provided that link previously, but at the time the web form wasn't working so I provided the Support Tool as an alternate means of creating a support ticket.  It does appear that the page is loading now, at least for me (I can confirm that it was not loading for me earlier when the OP mentioned that it wasn't working).  I guess whatever was wrong with the page is now fixed, at least for now (we've seen this issue before with the web form failing to load).

[Doctor9fan]

If you purchased directly from MB then you can use my.malwarebytes.com with the email address used to purchase the license & create a password, when logged in you can reset the license.

[RalphK]

Looks like the contact us page is back up - I was able to submit a ticket and am hopeful MalwareBytes support will be able to assist.

Thank you all for your help - really appreciated!