Benj Posted July 4, 2019 ID:1320553 Share Posted July 4, 2019 After installing this upgrade I ended up with a 14day free trial version. My life time license is not recognised and I get a message that The usage level has exceeded the maximum installations allowed. I have tried to remove all installations to no avail and ran the support tool cleaner. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted July 4, 2019 Staff ID:1320554 Share Posted July 4, 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...
exile360 Posted July 5, 2019 ID:1320618 Share Posted July 5, 2019 Greetings, I'm sorry that you've experienced this issue but we should be able to help you get this problem sorted out. Please start by creating an account at My.Malwarebytes.com using the same email address you used when you originally purchased your license if possible (assuming you still have access to that email address). You'll find instructions on how to do so in this support article. If you can't use the same email address then create an account anyway with your current email address and try adding your license key manually as described in this support article. If that was successful try deactivating your license key to reset it so that you may use it again by following the instructions in this support article (I'd suggest using the Deactivate all function if available). If the issue is still not resolved then please contact Malwarebytes Support directly by filling out the form on the bottom of this page and they will assist you in getting your license reset and working properly again. I hope this helps and if there is anything else we might assist you with please let us know. Thanks Link to post Share on other sites More sharing options...
Benj Posted July 5, 2019 Author ID:1320655 Share Posted July 5, 2019 3 hours ago, exile360 said: Greetings, I'm sorry that you've experienced this issue but we should be able to help you get this problem sorted out. Please start by creating an account at My.Malwarebytes.com using the same email address you used when you originally purchased your license if possible (assuming you still have access to that email address). You'll find instructions on how to do so in this support article. If you can't use the same email address then create an account anyway with your current email address and try adding your license key manually as described in this support article. If that was successful try deactivating your license key to reset it so that you may use it again by following the instructions in this support article (I'd suggest using the Deactivate all function if available). If the issue is still not resolved then please contact Malwarebytes Support directly by filling out the form on the bottom of this page and they will assist you in getting your license reset and working properly again. I hope this helps and if there is anything else we might assist you with please let us know. Thanks 3 hours ago, exile360 said: Greetings, I'm sorry that you've experienced this issue but we should be able to help you get this problem sorted out. Please start by creating an account at My.Malwarebytes.com using the same email address you used when you originally purchased your license if possible (assuming you still have access to that email address). You'll find instructions on how to do so in this support article. If you can't use the same email address then create an account anyway with your current email address and try adding your license key manually as described in this support article. If that was successful try deactivating your license key to reset it so that you may use it again by following the instructions in this support article (I'd suggest using the Deactivate all function if available). If the issue is still not resolved then please contact Malwarebytes Support directly by filling out the form on the bottom of this page and they will assist you in getting your license reset and working properly again. I hope this helps and if there is anything else we might assist you with please let us know. Thanks I have followed your instructions and created an acct. to which a message said I don't have any subscriptions I tried to Register a License by adding the License Key and ID to which a message said The Product key is already registered and you don't have any subscriptions I removed Malwarebytes and then tried to deactivate my license to which a message tells me I have no subscriptions I am stuck, please advise Link to post Share on other sites More sharing options...
exile360 Posted July 5, 2019 ID:1320656 Share Posted July 5, 2019 Simply contact Malwarebytes Support by filling out the form found on the page from the last link I provided and they will assist you. They'll be able to not only reset your key for you, but also connect your license key with your My.Malwarebytes.com account so that you'll be able to manage, deactivate and reset it on your own in the future. Link to post Share on other sites More sharing options...
Benj Posted July 5, 2019 Author ID:1320661 Share Posted July 5, 2019 I have followed your instructions and created an acct. to which a message said I don't have any subscriptions I tried to Register a License by adding the License Key and ID to which a message said The Product key is already registered and you don't have any subscriptions I removed Malwarebytes and then tried to deactivate my license to which a message tells me I have no subscriptions I am stuck, please advise Link to post Share on other sites More sharing options...
exile360 Posted July 5, 2019 ID:1320663 Share Posted July 5, 2019 As I mentioned, simply contact Malwarebytes Support directly by filling out the form on the bottom of this page and they will assist you. They will be able to reset/restore your license key as well as connect it to your My.Malwarebytes.com account so that you'll be able to manage it on your own afterwards. Link to post Share on other sites More sharing options...
strukt Posted July 5, 2019 ID:1320688 Share Posted July 5, 2019 Was hit by this exact issue this morning. Initially filed a ticket, then discovered the website functionality after registering a user, and was able to use that to deauthorize a stuck subscription and register the same PC post-upgrade. For future reference does a Windows control panel Uninstall trigger a deauthorization? Or do I need to explicitly deauthorize inside the application first before uninstalling? Knowing that I should be able to effectively do the same thing from my.malwarebytes.com moving forward. I will try to remember to test this on the next computer and report back. Link to post Share on other sites More sharing options...
exile360 Posted July 5, 2019 ID:1320691 Share Posted July 5, 2019 I'm not positive, but I don't believe that uninstalling automatically deauthorizes/deactivates the license for a device, especially if the device isn't connected to the internet at the time. I may be wrong, but to be safe I'd advise either deactivating it in the main UI prior to uninstalling, or simply deactivating the device using the My.Malwarebytes.com web portal just to make sure. Of course you can try it out yourself to see if uninstalling does indeed deactivate it by checking My.Malwarebytes.com after doing so, and if it doesn't, then you can still deactivate it there on the website at that point if you need to. Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 5, 2019 ID:1320692 Share Posted July 5, 2019 Hi, strukt. What do you mean by " a Windows control panel Uninstall "? If you mean a regular program Uninstall in Windows, no, that has no bearing. BUT if you are uninstalling Malwarebytes for Windows, you want to first Deactivate the license in the program itself .....before the uninstall. Link to post Share on other sites More sharing options...
SPDIF Posted July 5, 2019 ID:1320698 Share Posted July 5, 2019 Tested this many times, if you uninstall Malwarebytes with a registered license on the computer then this key becomes free automatically. When you then go to my-account you clearly can see your computer is unregistered, hence usable on another computer. There is no need for press the deactivate button first. Just uninstall in Windows gives your license free for use on another computer! Link to post Share on other sites More sharing options...
Butch73 Posted July 6, 2019 ID:1320968 Share Posted July 6, 2019 I think it a requirement to have a my account to facilitate reactivation of the key. I don't think you can deactivate off line, not sure. In other words one has to go online to reactivate the key. Link to post Share on other sites More sharing options...
Benj Posted July 6, 2019 Author ID:1320969 Share Posted July 6, 2019 Thanks for your reply SPDIF but it is not that simple after installing the 3.83 upgrade without first deactivating my license. It now tells me that I do not have a subscription to apply my license to. I have a ticket in so I should get help come Monday. I believe they will need to clear me at their end. I have received notices from other users that have experienced the same problem. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 7, 2019 Root Admin ID:1321014 Share Posted July 7, 2019 Someone from support will take care of you as soon as they can @Benj please be patient. In general, the program will attempt to automatically deactivate the license any time you uninstall the program. However, there are sometimes issues beyond our control that may prevent the deactivation from completing properly and registering as such. You can deactivate the license manually from within the program though if you need to. One does not need to setup My Account however it is highly encouraged that you do in order to manage certain features on your own without contacting Malwarebytes. 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. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 7, 2019 Root Admin ID:1321156 Share Posted July 7, 2019 @Benj Yes, you will need to contact our support team to have them assist you in correcting your issue. I will go ahead and close your topic here as we cannot resolve it here on the forums. Thank you Ron Link to post Share on other sites More sharing options...
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