rickmb Posted July 3, 2019 ID:1320114 Share Posted July 3, 2019 I thought people should hear about my experience with a support ticket. I provided support with my license ID and key, and they STILL wanted a proof of purchase! This is really unreasonable. Unbelievably, I found it. I bought my lifetime license from Newegg back on 3/4/2013. Thank goodness Newegg keeps order history from so long ago! By the way, it says it's only good for 1 PC. So hopefully now support will let me activate with my license ID and key. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted July 3, 2019 Staff ID:1320115 Share Posted July 3, 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 on the left column 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...
Maurice Naggar Posted July 3, 2019 ID:1320119 Share Posted July 3, 2019 Hi, Rickmb. Yes, Support will take care of you. Newegg purchases from 2013 would not have been auto-populated into the My Account portal. Plus Support would not have known ( till now) who exactly had bought this license. Just provide a copy of the Newegg transaction into the Support ticket. By the way, keep extra copy of the purchase transaction record on some media and also print that out ( for safekeeping offline). Best to you. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 3, 2019 Root Admin ID:1320194 Share Posted July 3, 2019 Hello @rickmb I believe this is the link you purchased from. You should have received a Retail box and CD with a physical printed card with your license. https://www.newegg.com/malwarebytes-anti-malware-pro-lifetime-1-pc/p/N82E16832562002 Your support Agent should be back online in the morning to follow up with you. General License information for those reading this topic. Find my premium license keyhttps://support.malwarebytes.com/docs/DOC-1264 Create your My Account profilehttps://support.malwarebytes.com/docs/DOC-1036 Once setup is complete, you are logged into My Account, where you can: manage your subscriptions view your order history retrieve your license keys deactivate your licenses download the latest Malwarebytes software update your billing information Your My Account profile only shows purchases registered to your login email. You must set up a new My Account login for each email address you have registered with Malwarebytes. My Account Login Pagehttps://my.malwarebytes.com/ Contact Malwarebytes Supporthttps://support.malwarebytes.com/community/consumer/pages/contact-us If you do need additional help please let us know and we'll be more than happy to assist you. Thank you Ron Link to post Share on other sites More sharing options...
rickmb Posted July 3, 2019 Author ID:1320196 Share Posted July 3, 2019 Well, I'm glad I have an active support ticket, because I think a whole bunch of people are soon going to encounter this issue. I explicitly updated to 3.8.3 by downloading the trial version. What is going to happen when 3.8.3 rolls out to everyone? When people see there's an update available, they will go ahead and install it and then run into this activation issue. I suspect there are a lot of folks with an old lifetime license that isn't in the My Account portal. This needs some proactive messaging from Malwarebytes. Otherwise, support is going to be overwhelmed. Link to post Share on other sites More sharing options...
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