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Leo2

Premium License ignored on upgrade

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The is the first time this has happened to me with MBAM.  I have had the PRO/Premium version since 2013 on this CPU.   When I clicked on 'YES' for the upgrade to  3.8.3, the upgrade ignored my registered premium license and I now have the free version.  I have read most of the latest threads here on the subject (and those similar), and from the expert responses, it appears that I should not try to re-activate the license myself as it may exasperate the situation further.  I followed the advise and opened a support ticket and included  a screenshot of the email regarding my payment and the key ID/license info (ticket 2657236).  In the email I asked if I should try to re-activate my license myself.  

Support auto replied with a recommendation to a link to read about 'license exceeds max. device activations on a windows device'   which I found confusing as I have not received that message and  'myaccount' indicates that my license and key ID is already registered. That was confusing.  Also, my question was ignored, so I am left with assuming that support will be doing something at their end to remedy the situation.  Am I understanding this correctly? 

 

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Greetings,

You may try to resolve this yourself using the Deactivate or Deactivate all function under your My Account page at My.Malwarebytes.com and you should then be able to reactivate the software on your system again.  If that doesn't work then wait for Support to respond to your ticket and they will assist you, but simply deactivating the device currently listed under your account should free it up so that you can use your license key again to get the product reactivated.

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Posted (edited)

Both 3.7 & 3.8 changed to trial on two licenses. After some time (hours or less) they got registered ok. I manually downloaded the new version both times, so could be different.

Edited by KenW

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Hello @Leo2

I'm sorry to hear you're having issues activating the program. I tried to locate your ticket based on the email you're using here on the forums but was unable to locate a ticket. Can you please let me know your ticket number so that I can check on it for you.

Thank you

Ron

 

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Hello Ron, tnx for replying.  Here is the ticket (I used a different email to contact support than the one I have on file here at the forum).  Malwarebytes Support Ticket 2657236.

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Tnx Ron.   I got a response this morning  -  my email address needed updating.  It is now showing my current email in the profile.

I was told to reactivate my license key but the 'activate' key is grayed out. 

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Hi, Leo2,

Please try uninstalling and reinstalling Malwarebytes for Windows using the Support tool.

Uninstall and reinstall using the Malwarebytes Support Tool
https://support.malwarebytes.com/docs/DOC-2674

 

After that is done, then do the License activation

https://support.malwarebytes.com/docs/DOC-1142

NOTE:  A PRO lifetime license is only for use on one machine.  It is a single seat license.

If you get another maximum seats exceeded, that means the key is in use already.

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Tnx Maurice and Ron, 

I have just completed the support tool process. MBAM came up offering me a 14 day premium trial.  Should I close that and try to activate my license or am I supposed to accept the trial? 

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OK will do   ...  'Activate' still grayed out.

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Even though I closed that trial popup I got the premium trial anyway - 13 days left!!!!

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11 hours ago, Leo2 said:

I was told to reactivate my license key but the 'activate' key is grayed out. 

Did you remembet to check the little box"I have an ID and Key? Do you get green check marks in each line when you put in your key? Make sure if you are copying and pasting there are no spaces before or after the numbers.

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Support asked me to run the  support tool again yesterday and send them the logs.  They contacted me today and now all is in working order at both ends.  The activate key is no longer grayed out -  I entered my lifetime  premium license and key just now and all looks as it should. I'm happy!

So, a big thanks to the MBAM Support Team and the volunteers here on the forum who gave me some much appreciated guidance.   

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Excellent, I'm glad Support was able to resolve the issue.  Thank you for letting us know.

If there's anything else we might assist you with in the future please don't hesitate to let us know.

Thanks

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Thanks @Leo2 for the status update and glad to hear that Support was able to get things corrected for you.

I will go ahead and close  your topic now but as @exile360 said, please let us know if you need anything else in the future.

Take care

Ron

 

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