Having Licensing Issues after a Malwarebytes Upgrade?

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The Issue

As we improve our licensing management and enforcement, some users may experience some license errors. To help with this issue, we are encouraging users to link their license to their Malwarebytes account so they can stay protected from misuse and control which devices your license may be activated on. To clarify, there is no change to your actual license, any valid license is still valid for the amount of the computers it was purchased for and for the length of the time it was purchased for (including lifetime licenses). However, due to rampant over usage of legacy licenses, some users may see a message stating "The usage level has exceeded the max volume allowed" as shown in the screenshot below.

This message occurs when more than one computer is trying to use the same license key. This could happen because you reformatted your computer without first deactivating Malwarebytes, or as we're commonly seeing, an unauthorized third-party reseller sold the key improperly and this led to the key being used on more devices than it was allowed for.

Another common reason is that many users believe their lifetime license was valid for more than one computer. However lifetime licenses from Malwarebytes were never sold for more than one computer. We did offer multi-PC licenses, but these were subscription based licenses that required renewals and users who purchased a proper multi-PC license should not see the issue outlined above.

The Solution

If you experience this issue, there are a few things you can do to try and solve this issue quickly on your own.

1. The recommended path is to use https://my.malwarebytes.com to Manage subscriptions in My Account and make sure that your license is correctly attached to your account. If you can't find the license in your account, make sure to check under the email you originally purchased your subscription with. If you see extra computers in your account that don't belong there, you can Transfer or Deactivate Malwarebytes Premium license key to allow your machine to properly activate using your license. This provides you, as the rightful owner of the license key, protection against further unauthorized use of your license.
2. If the above solution does not work for you, you can reach out to our support teams directly where they can work on getting this issue resolved for you. When you open a ticket with support, be sure to include the following information if you can:
   • A copy of the original proof of purchase
   • The email address you used when you purchased the license

   Providing that information will help our support staff be able to provide quicker responses to your inquiries so you can continue using Malwarebytes without issue.

Edited February 20, 2020 by AdvancedSetup
updated links