Active Premium subscription, won't accept license

[Benequest]

I have an active Premium license, started last Oct.; the key shows up in my account.

I recently had to put my machine through a complete Windows reinstall after a bad Windows update and am now restoring all programs. Naturally, I downloaded MB as one of the first, but it will not accept the license key. It says that the number of uses has been exceeded.

Since I had to use a laptop in the intervening weeks, I installed a trial version of Malwarebytes on that, but I did not use the license; it's still running trial.

What should I do? Thanks.

[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: 

Spoiler

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

Click "Reveal Hidden Contents" below for details on how to attach a file:
 

Spoiler

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: 

Spoiler

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

[Porthos]

1 hour ago, Benequest said:

What should I do? Thanks. 

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

[exile360]

You can also use the Deactivate all function by logging in at My.Malwarebytes.com to reset the number of license activations, though if it is a multi-device license and other devices are active they will have to activate again, though they should do so automatically the next time they go online, but this way you won't have the "ghost" device of your previous Windows installation from your current system still taking up your last available device activation.  You can find out more in this support article as well as this support article.

And of course, as Porthos mentioned above, you may contact Malwarebytes Support directly and they should be able to get the issue sorted for you.