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Dtheofil

Lifetime Licence MyAccount issue

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OK, so I had a lifetime licence and with the update I got the message that product was installed on too many PCs.

THIS IS NOT THE ISSUE HERE.

The issue is that I don't have access to Myaccount because the old email that had the licence doesn't exist anymore and my licence needs to be transferred to my new email so that I can de-activate old PC(s) and re-activate licence on my new PC.

I do not understand why this is so difficult to be done SINCE I have also submitted the original invoice from 2013. My ticket is frozen since July 11th and the trial product (since I cannot activate my licence) expires in 6 days.

Malwarebytes Support Ticket 2654781. 

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9 minutes ago, Dtheofil said:

Malwarebytes Support Ticket 2654781. 

@AdvancedSetup Could you look into this?

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Hi Dtheofil.

If you have Malwarebytes installed on your machines, just use the program itself to do a Deactivate license on the excess machine(s).

Deactivating on the excess machine(s) will clear up the situation of excess activations.

In Malwarebytes >>  Settngs >> click on "My Account Details"   and click "Deactivate License" button.

 

As to the Email address, Support will help you on that.

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14 hours ago, Maurice Naggar said:

Hi Dtheofil.

If you have Malwarebytes installed on your machines, just use the program itself to do a Deactivate license on the excess machine(s).

Deactivating on the excess machine(s) will clear up the situation of excess activations.

In Malwarebytes >>  Settngs >> click on "My Account Details"   and click "Deactivate License" button.

 

As to the Email address, Support will help you on that.

Well, the old PCs are not owned by me anymore.  You can imagine that since 2013 I don't have them still. I was always under the impression that the licence was automatically transferred to the latest PC installed. Thanks for your reply.

15 hours ago, Porthos said:

@AdvancedSetup Could you look into this?

Thanks.

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If you are able to log in to your account at all (even if you can't receive notifications), you should be able to change your email address by following the instructions in this support article.  If you haven't yet created your account or never created it with your old/original email then you might be able to add your license key to your account by following the instructions in this support article.

If neither of those options helps then you'll have to wait on Support to assist.

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

Thanks

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18 minutes ago, exile360 said:

If you are able to log in to your account at all (even if you can't receive notifications), you should be able to change your email address by following the instructions in this support article.  If you haven't yet created your account or never created it with your old/original email then you might be able to add your license key to your account by following the instructions in this support article.

If neither of those options helps then you'll have to wait on Support to assist.

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

Thanks

Thanks for posting.

Old email is deleted because I was using a webmaster email where the server no longer exists. So, I don't have the password to my MB account and there is no way to reset it/get a reminder because no access to old email. 

Its a real dead end with old account and email. I have made a new account on MB and just waiting from support to transfer ownership of my licence to new account. To make things easier for them, I also submitted original invoice as proof of licence ownership. 

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Understood, yeah if you already created the account and don't know the password then you'll definitely have to wait on Support but they'll be able to do the transfer for you to get you back up and running again so it's just a matter of time, hopefully not too much longer before they respond.

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Support says they will respond soon. I will go ahead and close this topic now as Support will assist you.

Thank you for contacting Malwarebytes

Ron

 

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