Jump to content

Recommended Posts

Hi Gang

I have a paid license for - had to format a new system drive (twice within 24 hours) and was denied activation for 3.6.1 'Download Trial'

Can someone provide a suggestion to get activated? Will I need to pay again?

Thank You

Link to post
Share on other sites
  • Staff

***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
    Repair menu_arrows.png
  7. Click the Gather Logs button
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    Advanced Gather Logs_arrows.png
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Advanced Gather Logs completed_arrows.png
  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
     notify me.jpeg  

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:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • 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

Link to post
Share on other sites


No, you should not need to pay again.  It is likely that the license was simply activated too many times and needs to be reset.  You should be able to accomplish this via the information in the following Support articles:

First, it would be a good idea to sign up at My.Malwarebytes.com where you may manage your licenses and device activations.  The following Support article provides details on how to do so: My.Malwarebytes.com sign up
Next, the following Support article shows you how to manage your licenses, including how to deactivate them from previous installations to free them up for reinstallation/activation on your current device/Windows installation (you'll likely need to use the Deactivate all option in this case to reset it to 0 activations): Manage licenses for account
And finally, for future reference the following Support article shows you how to deactivate your license for/on an individual device to make this easier in the future whenever you are going to switch devices or reinstall your operating system: Deactivate Malwarebytes license key

If you still have trouble then you may contact Malwarebytes Support directly via the options found on the Support direct contact page and they will assist you further as they have direct access to the licensing system backend.

I hope this proves useful, and if there is anything else we might assist you with please don't hesitate to let us know.


Link to post
Share on other sites

Hello again exile - sorry to bother

I set up an account successfully.

But when trying to add my License and Key recieved a prompt that stated it was already (in use) or was issued?

For clarication I'm using the same machine that I initially set up Malwarebytes in approx. 2014. I bought a new system drive last year and successfully loaded Malwarebytes but had to REFORMAT again yesterday (twice). Do I need to DEACTIVATE my current license and start all over again?

Could you be kind enough to provide the actual links for the appropriate pages? Avoiding the tutorials - they seem to confuse things (sorry).

Am I missing something?

Thanks again

Link to post
Share on other sites

OK, it would probably be best to contact Malwarebytes Support directly since they have direct access to the licensing system and should be able to reset it for you.  It sounds like the licensing system thinks that the license is still active/in use on your 'old' system (the original Windows installation where it was first installed).

You can get in touch with them by filling out the form on this page and they will respond via email to assist you directly.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    No registered users viewing this page.

Back to top
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.