Unable to reactivate lifetime license

[antoine01]

Hello

After installing the new version of Malwarebytes, i'm unable to introduce my lifetime Key and ID (see attaching files) and i'm staying with the free version.

Malwarebyres.docxMalwarebyres.docxMalwarebyres.docx

mbst-grab-results.zip

[Malwarebytes]

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[exile360]

Greetings,

I'm sorry that the software isn't working properly but hopefully we will be able to resolve the issue for you.  First, it appears as though the installation of the new version is awaiting a reboot to replace one or more files.  Please do that first, then see if your license works properly or not.  If that does not resolve it, then the other issue I see is that based on these entries from the logs you provided it looks like the software has been activated too many times with your license key, so you should be able to fix that by deactivating all of the previous installations and then activating it again on your current system/installation and it should work:

02/18/19 " 19:55:19.160" 1355921 1a88 1c4c WARNING HttpConnection mb::common::net::HttpConnection::SendRequest "httpconnection.cpp" 300 "HTTP request failed, status code: 403"
02/18/19 " 19:55:19.160" 1355921 1a88 1c4c WARNING LicenseControllerImpl mb::licensecontrollerimpl::KeystoneImpl::SendKeystoneRequest "keystoneimpl.cpp" 775 "Received a [403] response from Keystone. This indicates that Keystone didn't accept the format of our request, or the Key wasn't found."
02/18/19 " 19:55:19.160" 1355921 1a88 1c4c WARNING LicenseControllerImpl mb::licensecontrollerimpl::KeystoneImpl::SendKeystoneRequest "keystoneimpl.cpp" 787 "SendRequest returned with responseBody ({""status"":""volume_maxed"",""message"":""The usage level has exceeded the max volume allowed""})."
02/18/19 " 19:55:19.160" 1355921 1a88 1c4c WARNING LicenseControllerImpl mb::licensecontrollerimpl::KeystoneImpl::KeystoneRedeem "keystoneimpl.cpp" 241 "SendKeystoneRequest failed trying to redeem with Keystone. Code: 403, Message: {""status"":""volume_maxed"",""message"":""The usage level has exceeded the max volume allowed""}"
02/18/19 " 19:55:19.160" 1355921 1a88 1c4c ERROR LicenseControllerCOM CLicenseController::Activate "licensecontroller.cpp" 616 "Call to Activate in LicenseController impl module failed!"

To manage your license, please login or create an account at My.Malwarebytes.com as shown in this support article and once you are logged in, use the Deactivate all link to deactivate all previous devices/installations for your license key.  You can find more details on how to do that in this support article.

Once that's done, you should then be able to activate your license on your current system.

If you still have any trouble with getting your license activated then please use the form on this page to contact Malwarebytes Support directly and they will be able to assist you further as they have direct access to the licensing system and should be able to reset your key/activations so that the previous activations/devices are deactivated which should allow you to activate your license key on your current system.

Please let us know how it goes and if there is anything else we might help you with.

Thanks