Jump to content

Recommended Posts

I followed the link to upgrade to version three, on completion of installation my Malwarebytes has reverted to the free trial period. I tried to activate by manually inputting my ID and license key but got a message that "I have exceeded the maximum allowed number of installations allowed. There is a problem with your license key and we are unable to activate your license." I clicked on the button "Deactivate other devices" and I was diverted to the Malwarebytes website which had a message "OOPS something has gone wrong". I logged into my account to attempt to activate my licence from there but that also failed and my licence details on my account showed " number of devices activated 0/1 (none of one)" I have a lifetime licences for the product which I bought on 24 October 2013, this is the Malwarebytes invoice number date, I also have the documentation from Cleverbridge; Your cleverbridge reference number: 51158243, this was paid for with Paypal.

I have tried uninstalling and reinstalling Malwarebytes but this does not help. I would welcome help from other forum users and also from Malwarebytes staff.

Can you please help me to resolve this activation issue, the trial period left is now twelve days and I wish to have the activation completed before this "trial period" expires.

Regards, ChrisJC

Share this post


Link to post
Share on other sites

***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.

  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 on the left column
    0. UI.png
  7. Click the Gather Logs button
    17. Advanced.png
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    19. System Repair Progress.png
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
  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:
 

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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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

 

Share this post


Link to post
Share on other sites

Greetings,

It could just be an issue with the servers when trying to activate.  Please wait a few hours before trying to activate again, and then try once more and it should work at that point.  If it does not, then please contact Malwarebytes Support and they will correct the issue for you.  You may contact them directly by filling out the form on the bottom of this page.

I hope this helps, and if there is anything else we might assist you with please let us know.

Thanks

Share this post


Link to post
Share on other sites

Hello @ChrisCJ

Sorry to hear you're having issues. Please log back into your My Account page. Click on the Deactivate ALL button.  Do not click on Activate.

Wait a few minutes. Then restart the computer. Then try to activate again and let us know how that goes please.

 


Find my premium license key
https://support.malwarebytes.com/docs/DOC-1264

Create your My Account profile
https://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 Page
https://my.malwarebytes.com/

Contact Malwarebytes Support
https://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.

Share this post


Link to post
Share on other sites

Hi,

Thank you for all of the help. I followed advice from MB of logging in to my MB account and deactivated devices and immediately the number of available devices changed from 0 of 1 to 1 device available. I reinstalled MB and entered the license ID and license key and this was successful. So thankfully the problem is now solved.

Regards, ChrisCJ

Share this post


Link to post
Share on other sites

Hi ChrisCJ,

That is great.  Thanks for the good news.

Sincerely,

Share this post


Link to post
Share on other sites
Guest
This topic is now closed to further replies.

  • Recently Browsing   0 members

    No registered users viewing this page.

×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.