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License issues when trying to reinstall MalwareBytes

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My dad has a lifetime license of MalwareBytes Premium and been using MBAM 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,


Edited by RalphK
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***This is an automated reply***


Thanks for posting in the Malwarebytes 3 Help forum.


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


If you haven’t already done so, please run the Malwarebytes Support Tool 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.

  • Download Malwarebytes Support Tool
  • Once the file is downloaded, open your Downloads folder/location of the downloaded file
  • Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  • Place a checkmark next to Accept License Agreement and click Next
  • You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!"
  • Click the Advanced Options link
    welcome mbst.png
  • Click the Gather Logs button
  • A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
  • Upon completion, click OK
  • A file named mbst-grab-results.zip will be saved to your Desktop
  • Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
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    Click "Reveal Hidden Contents" below for details on how to attach a file:

    To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.


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


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


For any of these issues:

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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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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.


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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 by RalphK
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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

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@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).

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