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TJL

New OS Installed - Mother board died

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Hello Support team - My motherboard died and had to have OS reinstalled - Apparently I've never updated / created my Malware-bytes account info - I've used premium for years  - how do i find out my valid license number - hopefully i won't have to purchase a new license?

Thanks

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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: 

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Greetings,

You should be able to create an account at My.Malwarebytes.com to find your license info.  Just enter the email address you used for your original purchase and it should come up.  You can find more info on how to sign up in this support article.  If you are still unable to retrieve your license info then you can contact Malwarebytes Support directly via one of the options found on this page and they should be able to assist you in retrieving your license info.

Please let us know if there is anything else we might assist you with and we'll do our best to help.

Thanks

Edited by exile360

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Difficult to login to old account when I don't remember my password and reset sends verification email to the old account? ; - )

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Ah, I didn't realize you'd already signed up at My.Malwarebytes.com.  No problem then, just contact Malwarebytes Support and they'll help you out in retrieving your info :) 

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Surprised at lack of customer service and extreme difficulty of getting what should be is an east answer to my question.  Dell Alien ware system was re-imaged because  a bad mother board.  All software and previous information lost - I have an old address and email from where used to live but no access to that old email, as i relocated.  How can I get my existing license information?  I've been a premium customer for years...

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Your customer support is exceptionally poor.

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Your automated response is beyond horrific, don't you think I would try and reset an old account if I had access to the ISP?  I mean WTF, how do you guys stay in business without providing answers to questions. 

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Does Malwarebytes even have technical support?

 

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Just now, TJL said:

Does Malwarebytes even have technical support?

 

Yes, of course, but we don't post users' license information in public because it could be stolen so retrieving that info/dealing with licensing issues is generally handled via the helpdesk ticketing system that I linked you to above.  Were you unable to create a support ticket or have you not received a response yet?

If it is the latter then please be sure to check your spam/junk folder in your email that you used for submitting the helpdesk ticket as it may have been placed there by your email provider by mistake.

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Sorry to be difficult, but I keep getting sent the instructions for getting into an old email account - I cannot get into that old ISP - Don't know how I can be any clearer - created a ticket yesterday and was hopeful that someone would actually read and provide an answer other than the "standard go into your account" answer - DEll shouldn't have re-imaged my machine they did - i have Zero info - don't ask about cloud backups that an entirely new issue - who can help me? 

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Nothing in junk folders - first place i checked - only replies are standard look in account info - that won't work...

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Ah, I see.  No worries, I can get someone from the Support team to look at your ticket on the helpdesk and make certain they understand that you no longer have access to the email address you used when making your original purchase/signing up for the My Account feature.

@LiquidTension could you please assist?  This customer purchased and registered Malwarebytes using an email address that is no longer accessible.  Can you please take a look at the helpdesk ticket to assist and ensure that Support is doing all they can to retrieve the license info?

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You're very welcome, and I really am sorry for the trouble, I totally understand your frustration.  You just want to get your protection back so that you can secure your computer again, and all these delays aren't helping.  In the meantime, I hope that you have the free trial up and running that way you are still protected.  I wouldn't want you to risk any kind of infection while we wait.

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installing free trial at this time - if your software wasn't the best I wouldn't put up with the aggravation - I do appreciate your help! 

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Hello, @TJL was @LiquidTension able to assist you with your licensing issue?

Let me know and if needed I can contact someone else to assist.

 

If I may, I would offer the following suggestion for all future software purchases, not just ours. I do two things, which I've been doing now for over 20 years and I still have license and information for software back from the Windows 95 days. A 4TB USB external drive is under a hundred dollars these days and more storage than most people need to last them many years.

https://www.newegg.com/Product/Product.aspx?item=N82E16822178865

 

1. I create a folder on my hard drive that contains all of my purchased software with a copy of the installer (and updates when they come out too) along with the purchase and license information.
2. I keep an encrypted database using Keepass to store all my passwords, as well as all pertinent information to help allow me to reinstall any of my software at any time without having to contact the vendor. I also keep the contact information though just in case I do need to contact them.    

https://keepass.info/

 

Thank you and I hope all has already been sorted out for you.

Ron

 

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5 hours ago, AdvancedSetup said:

Hello, @TJL was @LiquidTension able to assist you with your licensing issue?

Let me know and if needed I can contact someone else to assist.

 

If I may, I would offer the following suggestion for all future software purchases, not just ours. I do two things, which I've been doing now for over 20 years and I still have license and information for software back from the Windows 95 days. A 4TB USB external drive is under a hundred dollars these days and more storage than most people need to last them many years.

https://www.newegg.com/Product/Product.aspx?item=N82E16822178865

 

1. I create a folder on my hard drive that contains all of my purchased software with a copy of the installer (and updates when they come out too) along with the purchase and license information.
2. I keep an encrypted database using Keepass to store all my passwords, as well as all pertinent information to help allow me to reinstall any of my software at any time without having to contact the vendor. I also keep the contact information though just in case I do need to contact them.    

https://keepass.info/

 

Thank you and I hope all has already been sorted out for you.

Ron

 

Another vote for KeePass - I've been using it for years to store software licence details alongside the normal day to day logins and passwords. I store the master encrypted file in Dropbox and there's an excellent port for Android so I can easily gain access to my info from my smartphone. No substitute for regular system backups though! 

Iain

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Guys thanks for the tips on data security! However prior to suggestions about best practices with software licenses / passwords; MAYBE WE COULD SOLVE THIS PROBLEM FIRST!

Here's the Cliff Notes version of my issue:

My computer was re-imaged - I've relocated several times since I first purchased my license.  Please don't send me link: go to your account, because I don't have access to the Internet Service Provider any longer. What information do I need to provide for someone to get me my existing license keys?

This is so easy - who can help...

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14 minutes ago, TJL said:

This is so easy - who can help...

Be patient, It is the weekend and there are fewer people in the office to handle support requests.

For a moment, Forget the email issue. Was the key purchased directly from Malwarebytes website or from another source?

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Key purchased directly from Malwarebytes under old email account that I currently don't have any access because I relocated.  I can provide old email, addresses to confirm identity.  

Thanks  

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17 minutes ago, TJL said:

Key purchased directly from Malwarebytes under old email account that I currently don't have any access because I relocated.  I can provide old email, addresses to confirm identity.  

Thanks  

Great, They will take care of you.🙂

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Hello TJL

 

I have replied to your support ticket with all the relevant information

 

I am going to close the forum ticket and if you could reply to the support ticket with any other question you may have

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