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Support Ticket issued 4/23 #2592384- no response to it

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I have been using Malware Premium version  Suddenly after an update that version disappeared and now it displayed Free Malwarebytes.  tried to activate my license key and ID but will not activate.  Please see message below.    
Subject: Malwarebytes Support Ticket 2592384


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Thank you for submitting your support request!

This is an automated email just to let you know we received your request and created ticket 2592384 for you. A support agent will get back to you shortly to address your request. In the meantime, you may find an answer to your issue in our Malwarebytes Support site.

Please take a look at the article(s) below, which may answer your question.
- Deactivate Malwarebytes Premium license key

And thank you for joining us in our mission to ensure a malware-free existence for everyone.

Kevin Goodwin
Director of Global Support



Apr 23, 21:57 PDT

I've been using Malwarebytes Premium on this Windows 10 computer for over a year. Suddenly it disappeared and I received an alert from windows . when I checked it displayed a window to activate free malwarebyte. I tried to activate premium using my ID and license keys, but I get the message that I need to deactivate premium from other devices. This desktop computer is the only device I am running premium on. What should I do ??Definitely confused since I just ran a malwarebytes scan last week btw. I have been using Malwarebytes since it first came out and purchased a lifetime enrollment many years ago..

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***This is an automated reply***


Thanks for posting in the Malwarebytes 3 Help forum.


If you are having technical issues with our Windows product, please do the following: 


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

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


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: 


For any of these issues:

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  • 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

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