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I am a MalwareBytes PREMIUM user who hasn't set up a My Account.  I may have gotten an email inviting me to do so a long time ago, but I must have deleted the email. 

At some point nine days ago, I managed to submit a support ticket, because when I went to the Malwarebytes site, it wouldn't let me set up an account without that email. Seven days after submitting the ticket, I got a Support Email that an email invitation had been sent.  However, I never got it.  I didn't see it in my junk mail folder.  I went to my mail server and added malwarebytes.com and mwb.zendesk.com to my whitelist.  I responded to the Support Email that I needed them to send me another email.  It's been two days, and I've heard nothing.

Today, I tried to set up an account using the same email address I originally used with MalwareBytes which I first registered.  I wasn't successful because, I was told, I already had an account.

So, I tried to login and used the "forgot your password" link.  However, the confirmation email never arrives.  I'm stuck.

I'm getting a new laptop tomorrow, and it sounds like if I want to use the license ID for my PREMIUM account, I'm going to need to get into My Account. 

Thanks for any help you can give me.  If anyone cares, my support ticket number is 2656778.

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25 minutes ago, TackyJulie said:

If anyone cares, my support ticket number is 2656778

Best thing to do is wait on the support response. Give them complete description of the issue. 

 

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Thanks, Porthos.  But does anyone besides me think that seven days for the initial response was a bit long?

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2 minutes ago, TackyJulie said:

Thanks, Porthos.  But does anyone besides me think that seven days for the initial response was a bit long?

Support is real busy. Have you received a response? Have you checked your spam/junk folder?

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Yes, I mentioned in my original post that I checked my spam folder, and also added addresses to my whitelist to ensure I'd get a response.

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Posted (edited)
2 hours ago, TackyJulie said:

I'm getting a new laptop tomorrow, and it sounds like if I want to use the license ID for my PREMIUM account, I'm going to need to get into My Account. 

Not right away. assuming the computer you have MB installed on now runs, You can deactivate manually (within MB) on that computer in the my account section at the bottom and free up that key for reinstall on your new laptop.

Edited by Porthos

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You can deactivate from the program>> upper right my account

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Posted (edited)

You can deactivate from within the program as I posted before. Then you can use your "key" in the new install, if you still have it. If not, then you have to wait for support to answer. A lot depends upon if you are still using the email you purchased the program with. You don't have to get into your account if you have your registration information. There was a post about how to change your email at sometime in the past.

Edited by KenW

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I have my key.  I can try that.  Still, I wonder why Malwarebytes support is so slow.  It's now been 12 days since my original support request, and 5 days since I told them to send me another email.

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Also, I don't want to deactivate Malwarebytes from my old computer, and I believe that I have a multi-user account.  I really want to do it through "My Account" online, because I think it's safer than tinkering in software without really knowing what I'm doing.  Also, I'm supposed to be writing, and this takes me away from my work.

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Posted (edited)
1 hour ago, TackyJulie said:

and I believe that I have a multi-user account.

It depends on when purchased and how many computers you purchased it for at the time. For example, If you have a "lifetime license" it is a one computer license. If you have a yearly subscription, It depends on when the subscription was purchased and if it was a 3pc subscription or a single computer subscription. Only your original receipt or support can verify that for you. 

@celee

Edited by Porthos

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Hello @TackyJulie

Sorry it took so long but I see in your Support ticket that you replied that the problem has been resolved.

Is there anything else we can assist you with?

Thank you

Ron

 

 

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