galileo Posted March 23, 2019 ID:1305069 Share Posted March 23, 2019 I have two lifetime license keys that I purchased years ago. Can those keys be added to "My Account" and can activation/deactivation be managed for the lifetime keys from "My Account"? The "My Account" pages seem to reference "Subscriptions" and managing subscriptions with no mention regarding the older lifetime licenses. Hence, my question. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted March 23, 2019 Staff ID:1305070 Share Posted March 23, 2019 ***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. Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file 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. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Get Started!" Click the Advanced tab Click the Gather Logs button A progress bar will appear and the program will proceed with getting logs from your computer Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK 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 Link to post Share on other sites More sharing options...
Porthos Posted March 23, 2019 ID:1305071 Share Posted March 23, 2019 (edited) Yes, they can. @galileo Edited March 23, 2019 by Porthos Link to post Share on other sites More sharing options...
galileo Posted March 23, 2019 Author ID:1305072 Share Posted March 23, 2019 The license keys that I have are activated and in use on two of my computers - and have been for years. Below is what I receive when I attempt to add a key to "My Account": Not to repeat but, to be clear: these are my keys and they are and have been successfully in use for "years" and they are lifetime keys - not subscriptions. As is obvious, I have had no success in adding lifetime keys to "My Account". Am I missing something...? Link to post Share on other sites More sharing options...
1PW Posted March 23, 2019 ID:1305074 Share Posted March 23, 2019 (edited) 2 hours ago, galileo said: The license keys that I have are activated and in use on two of my computers - and have been for years. Below is what I receive when I attempt to add a key to "My Account": Not to repeat but, to be clear: these are my keys and they are and have been successfully in use for "years" and they are lifetime keys - not subscriptions. As is obvious, I have had no success in adding lifetime keys to "My Account". Am I missing something...? Hello @galileo: Some difficulties that come to mind are: Use of the same license on more than one computer. Failure to deactivate a license when moved to another computer. Your license Keys/IDs in question may not have been purchased from a legitimate source. If they were legitimate, the Keys/IDs may have been compromised by another/others. Etc. Regardless, licensing issues need to be resolved by opening a ticket with https://support.malwarebytes.com/community/consumer/pages/contact-us HTH Edited March 24, 2019 by 1PW Link to post Share on other sites More sharing options...
galileo Posted March 24, 2019 Author ID:1305089 Share Posted March 24, 2019 3 hours ago, 1PW said: Hello @galileo: Some difficulties that come to mind are: Use of the same license on more than one computer. Failure to deactivate a license when moved to another computer. Your license Keys/IDs in question may not have been purchased from a legitimate source. If they were legitimate, the Keys/IDs may have been compromised by another/others. Etc. Regardless, licensing issues need to be resolved by opening a ticket with https://support.malwarebytes.com/community/consumer/pages/contact-us HTH Licenses are used on only one computer each - no duplication Licenses were deactivated prior to each time they were moved to a new computer or new Windows installation Licenses were purchased in December 2013 directly through Malwarebytes - still have the Cleverbridge invoices and order confirmations Licenses have been used on computers that - to anyone's "knowledge" - have never been compromised or had any "discovered" malware penetrations Will open a support ticket - want to get to the bottom of this and want to utilize the "My Account" for license management/control purposes Thanks for the observations... Link to post Share on other sites More sharing options...
Firefox Posted March 25, 2019 ID:1305297 Share Posted March 25, 2019 When you purchased the licenses, were you using the same email address you registered with in the My Account page? The email addresses have to match. Link to post Share on other sites More sharing options...
galileo Posted March 25, 2019 Author ID:1305301 Share Posted March 25, 2019 8 minutes ago, Firefox said: When you purchased the licenses, were you using the same email address you registered with in the My Account page? The email addresses have to match. Support ticket was answered today - partially - but not completely resolved per 24 to 48 hour propagation time. One license is now correctly showing up - others are yet to show up. I will check tomorrow afternoon (3/26) after 2:00 pm to verify that the other licenses have propagated. You are correct regarding the email address needing to be the same...this issue is in fact directly related to the original email address no longer being used. Thanks for the response! I will post back after giving the system time to propagate...😐 Link to post Share on other sites More sharing options...
Firefox Posted March 25, 2019 ID:1305309 Share Posted March 25, 2019 52 minutes ago, galileo said: You are correct regarding the email address needing to be the same...this issue is in fact directly related to the original email address no longer being used. Thanks for the response! I will post back after giving the system time to propagate You are quite Welcome, glad they are working with you to get it corrected. Link to post Share on other sites More sharing options...
galileo Posted March 28, 2019 Author ID:1305763 Share Posted March 28, 2019 On 3/25/2019 at 5:53 PM, Firefox said: You are quite Welcome, glad they are working with you to get it corrected. Unfortunately, I need to report back that the support staff have not followed through on completely resolving this issue. The response to support tickets has been non-existent unless I use a chat session to "push" getting the support ticket addressed. Additionally, the "Chat" session times that are noted on the Malwarebytes website are not being followed - and are frequently just not available. My particular issue is still in limbo as the chat agent could only complete the "fix" for one license even though the agent was provided with documentation for all of the licenses. Is there any way to escalate this issue and get to the finish line? Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted March 28, 2019 Root Admin ID:1305768 Share Posted March 28, 2019 Hello @galileo I've looked at your ticket online and I see that it has been escalated. I'm sure that someone will be contacting you back again soon. Thank you Ron Link to post Share on other sites More sharing options...
galileo Posted March 28, 2019 Author ID:1305772 Share Posted March 28, 2019 40 minutes ago, AdvancedSetup said: Hello @galileo I've looked at your ticket online and I see that it has been escalated. I'm sure that someone will be contacting you back again soon. Thank you Ron Ron: Thank you for checking into the issue, I do appreciate the effort. It is unfortunate that there has been no communication from whomever is dealing with the escalated issue. Thus, I am in the dark as to why this required escalation, how it is being addressed, and what the time frame is. Is this an internal data issue on the Malwarebytes end or is it something else? Some direct communication from the support folks would be appreciated. Thanks again! Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted March 29, 2019 Root Admin ID:1305782 Share Posted March 29, 2019 Support says they have emailed you back this morning. If you did not get it, please check your spam filter. Cheers Link to post Share on other sites More sharing options...
galileo Posted March 29, 2019 Author ID:1305789 Share Posted March 29, 2019 1 hour ago, AdvancedSetup said: Support says they have emailed you back this morning. If you did not get it, please check your spam filter. Cheers Thank you for following up. Nothing has appeared in my email from Malwarebytes other than posting notifications from this forum thread. I have checked spam/junk mail and nothing has been trapped there. The email address that this forum is using for me is the same email address that I provided to the chat agent earlier this week. That email address functioned properly for the chat agent to forward me the transcript of our chat. It would appear that email from Malwarebytes has been flowing correctly to that email address - with the exception of the email that you mention above. Is the escalated support team using the correct email address? Could you please verify the email address and have them forward the email again. Is there a phone number that I can use to contact support directly? Thanks. Link to post Share on other sites More sharing options...
galileo Posted March 29, 2019 Author ID:1305866 Share Posted March 29, 2019 @AdvancedSetup I have sent a PM. Link to post Share on other sites More sharing options...
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