Help Desk not responding - and another issue...

[benherrmann]

Hello all...

OK - I've been a long time Malwarebytes Anti-Malware registered user.  Purchased it years ago under a lifetime promotion price.  The only PC I've ever had it on was my one desktop system.  Sure, periodically, I had to have repairs done, resulting in complete reloading of the OS at that time.  And in each case, my previous login ID and registration number were no longer recognized.

It happened again - I just updated my Windows 10 OS from version 1809 to version 1903 - all went well OS-wise, but as usual, when it comes to Malwarebytes, it would (again) no longer recognise my ID and registration information - telling me, "I've exceeded the number of devices I have it on" - huhhhhhhhhhhhh?  Malwarebytes Anti-Malware has been on my system with the current registration information and working just fine - but after the upgrade to Windows 10 version 1903, it has now become a trial version.  I tried reentering the registration info that I had, but now...

So I filled out 3 different support tickets beginning last week and nobody has gotten back with me on this matter.  I was starting to wonder if Malwarebytes was going out of business because of the quiet.  Previously, the responses were quick, but now I wonder what happened.

All I need is a new ID code and registration information - the old ones of which I sent to the help desk.

Anybody else having this issue with malwarebytes (all of a sudden) not taking your registration information. 

Thanks,

Ben Herrmann

[Malwarebytes]

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[exile360]

Greetings,

If you haven't already, I'd suggest creating an account at My.Malwarebytes.com to manage your license key.  Instructions on signing up can be found in this support article.  If possible, use the same email address you used when you originally purchased your license as this will make it much easier to sync your license to your account.  Once that's done if your license isn't listed there you may try adding it to your account by following the instructions in this support article.  Once your license is listed use the Deactivate all function to reset your license key so that you may use it again.  You'll find instructions on how to do that in this support article.

If the issue still isn't resolved then please be patient and a member of Support will eventually respond to your ticket on the helpdesk.  They respond on a first come, first served basis and can get quite busy, especially since they are short staffed on the weekends, but you should hear back from them within the next few days if not sooner.

Anyway, please let us know how it goes and if there is anything else we might assist you with.

Thanks

[Maurice Naggar]

Hi Ben,

Just to make some observations.   First, ditto to what Exile360 mentioned above.  Do a deactivate all on the My Account portal  ( if possible) & then do a license re-activation.   No need for "new code" at all.

Your Lifetime PRO license would have come with 2 "keys"   ( ie.   the ID & also the KEY).  Just be sure you enter them properly.

This is "a" help article on the My Account.   There are more.   https://support.malwarebytes.com/docs/DOC-1264

If you manage to get in there, The Subscriptions tab lists your Malwarebytes purchases and corresponding license keys.

You can Deactivate the license on that portal.  Then re-activate the license Keys in the program itself.

This is the Help article on activation    https://support.malwarebytes.com/docs/DOC-1142

.

As to the loss of Premium activation due to Windows version upgrade, I am sorry to read of that.

It seems to be a conditional situation on some rigs.   I would suggest that you run the Malwarebytes Support tool so that Staff can take a review.

See the how-to   https://support.malwarebytes.com/docs/DOC-2396

 

@LiquidTension

 

As I said, there is no need for "new license code".  I do also regret to read you made 3 different tickets.  That just bogs things down for all & other customers.

You should have had at minimum the automatic automated reply for each one of those 3.   Check your inbox, junk & spam. Search on "zendesk" as part of the search for email.  zendesk will be there as part of the "from" in the email header.

[benherrmann]

Thanks for all the info - you were most certainly right about all that you suggested.

I'm good to go - I deactivated everything and reactivated it. 

Many thanks...

Ben

[Maurice Naggar]

You are most welcome.  I am happy to read you managed this.

Please just be sure to reply to all 3 tickets & advise support the situation is normal.

By the way, I know QA Staff would appreciate getting a MBST Support report from your machine so that QA can review the last logs from Malwarebytes.

See the how-to   https://support.malwarebytes.com/docs/DOC-2396

Cheers.   😎

Maurice