License Blacklisted

[Sitedrifter]

Two weeks ago I tried to use the Share feature of my license so I can put it on a second PC of mine. I got an error that my license was blacklisted. After reading about it, it seems licenses were sold illegally so they were blacklisted. Funny thing is, I read these licenses were sold well after I purchased mine in 2013. I purchased mine directly from Malwarebytes,(cleverbridge) showed proof to support and have been waiting 1.5 weeks to get new licenses. (I have 2 lifetime)

I keep being told by support, we are waiting for "them" to give us one. Not sure what that means, "them" being Corporate or them being Corporate since support is some 3rd party contractor?

Not sure, don't care, just want my corrected licenses which a problem caused by Malwarebytes is forcing me to get. But when Malwarebytes?  

 

Malwarebytes Support Ticket 2584948

[Malwarebytes]

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[exile360]

Greetings,

I apologize that your thread seems to have gotten overlooked and just wanted to check in with you to see if you've heard back from Support on your ticket yet and whether or not the issue has been resolved to your satisfaction.

Please let us know, and if necessary I'll get the attention of a member of Support to look into it for you.

Thanks

[Sitedrifter]

Still an ongoing issue. Here is the latest from support sent to me on 4/26:

 

Hi Mark,

I sincerely apologize for this delay. I have been in touch with the ticket team and they assure me that this should be resolved soon. 

[exile360]

OK, I'll poke a member of the staff here on the forums to investigate and see what the holdup is and hopefully we can get this resolved promptly.

@LiquidTension would you mind checking ticket number 2584948 to see what the status is on getting this customer's license reset/reissued?

I suspect the issue is that they don't really issue lifetime licenses any more, and since yours was blacklisted they probably have to go through whatever process is necessary to issue a "new" lifetime license so that you get what you paid for and the difficulty comes in because of the fact that they don't create/issue/sell any of those any more so there are probably quite a few issues they have to deal with to make that happen this late in the game.  The "they" the Support team member was referring to was likely someone much higher up in the company who still has access to the old lifetime licensing systems and utilities and they have to work out how to issue such a license new in the current 'subscription-only' licensing system.

[Sitedrifter]

Thanks for the help and clarification as to what you think the issue is.

I am still confused as to why mine got blacklisted ( I have 2 lifetime licenses and need them both changed) since i bought it from Malwarebytes directly.

In any case, thank you for the assistance!!

 

 

[exile360]

You're very welcome.  The problem could be due to maybe pirates duplicating or somehow getting hold of your keys and distributing them resulting in them getting used on a large number of systems besides your own; that would explain why they got blacklisted.  Either way I'm sure they'll have the issue sorted soon for you.

[LiquidTension]

Hi @Sitedrifter,

Thanks for your continued patience. Our licensing team are still working on resolving your issue.

Your Support agent will contact you via email as soon as the issue is resolved.

[Sitedrifter]

OK, I am standing by!

 

Thanks

[Sitedrifter]

This is starting to become a real annoyance. I know that is not helpful but it does reflect my dissatisfaction on how long this is taking to get revolved.

[Sitedrifter]

Just got a response from support. I have one new license now but they need to get me a second one so I am waiting on that.

[Sitedrifter]

Things are looking up 😀

 

[exile360]

Indeed, I'm glad they are getting it sorted for you.  Thanks for the status update.  Hopefully it won't belong before the issue is fully resolved.