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Premium version reverts to FREE version

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My lifelong premium version periodically, without notice reverts to the free version leaving me vulnerable to online attack. I've had to try to remember to check to see if my premium version is active before going online, and it usually is, but when I forget to check it is when it inevitably reverts to the free version! This has been occurring over a period of many months, and I've submitted support tickets previously without resolution. I have seen others with the same issue but have not found a solution. It is getting very tiresome, not to mention putting me at risk of attack. In fact, an attack is often how I learn that I've been running the free version without protection.

Attached is the mbst-grab-results log. I'm hoping someone can help me find a resolution to this problem once and for all.


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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.

  1. Download Malwarebytes Support Tool
  2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
  3. 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.
  4. Place a checkmark next to Accept License Agreement and click Next
  5. You will be presented with a page stating, "Get Started!"
  6. Click the Advanced tab
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  7. Click the Gather Logs button
  8. A progress bar will appear and the program will proceed with getting logs from your computer
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  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
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Hi Broeux,

Thanks again for your patience. We need additional information to help determine the cause of this issue.

Please ensure Malwarebytes Premium is activated and then carry out the instructions below:

  • Download MBSupportInfo.exe using the following link:
  • Double-click MBSupportInfo.exe to run the tool.
  • Note: If you are prompted by Windows SmartScreen, click More Info followed by Run anyway.
  • A Command Prompt window will briefly appear then close.
  • A file named SupportInfo.dat will be created in the same folder as MBSupportInfo.exe.
  • Please rename this file to SupportInfo-Before.dat and move it to a safe location.
  • Please wait until the next time Malwarebytes automatically reverts to Free.
  • Afterwards, please rerun the MBSupportInfo.exe tool.
  • A new file named SupportInfo.dat will be created. Please rename this file to SupportInfo-After.dat.
  • Please attach both files to a forum post.
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Thank you. I now have SupportInfo-before.dat and will closely monitor MB to see if it reverts.

Meanwhile, the initial question to me:  "do you occasionally remove/disable your wireless network adapter or disconnect from the Internet for extended periods of time?" -- and I do not -- makes me wonder if my Internet access on this PC via a range extender might be a factor. It has always given me a strong signal and I have never had a problem with dropping Internet connections using it. Still, it's something to consider. As an experiment, I have switched this PC to a direct network connection to see if my Premium MB version reverts to the free version again (though I still don't see why an interruption of the connection should deactivate my license). Note that sometimes the deactivation issue occurs very frequently, sometimes a few days elapses between occurrences, so it may take a while to see if the connection via extender might be the culprit.

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