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Can not deactivate

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@RPMTech   Hi.  First, it seems to me we are getting too many people piled in here.   May have to split off your case to a separate Topic.

Where did you try to deactivate?   from inside the program ?  ( which is the best way)   or on MyAccount help portal ?

and is the license managed by Cleverbridge ?


You write that you purchased thru the MB store.  Hence you had had to provide a Email.

That same email is what you should use to login to Malwarebytes MyAccount.


If you have misplaced or do not have the password for that login, use the blue "Forgot password" link.

Keep in mind that the Email has to be valid and active.


That being able to do that login and then to see what it shows there for Licenses is an important factor.

If you do not see your license listed there, you can not make headway on your own.  In the latter case, you will need to create a Support help ticket  ( if not already done).

There are several help articles on the Support portal about the topic of licenses, de-activation, re-activation.

Start with Manage subscriptions in My Account  https://support.malwarebytes.com/docs/DOC-1032

Patience is the watchword.

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[ A  ]

Did the My Account page show any sort of mention about the license ?   OR were you the one who created that entry on MyAccount ?

Curious:   Have you tried unlocking the old machine ?   what about Safe Mode with Networking ?

[ B ]

You mention "" The Support Tool did not work, ""   that would imply no ticket got created.   Have you received an automated message in Email from support ?

Was there any "exception " message when you tried running the Support tool ?

Is this pc running XP or Vista ??


Click the FOLLOW button at the top of this Topic here.


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My account page showed the license and where it was purchased. And, yes, I tried safe mode,etc. It would not allow me to deactivate while in safe mode, or safe mode with networking. It kept say it wasn't able to contact the server. The support tool did not work. I then created a support ticket.#2689005

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I even tried revo uninstaller and did an Advanced scan to remove all traces of Malwarebytes. Then tried a fresh install. The previous key still would not work. So I tried a new key, and it also kept giving the token error.


Edited by RPMTech
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First,  you should stick with the support ticket.

Second, I am honestly interested on what did not work with the support tool.  I mean it would show a exception Error of some sort.   What was that ?

Third,  Is this pc running XP or Vista ??


    Download Malwarebytes Support Tool
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support- to run the report
        You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
    Place a checkmark next to Accept License Agreement and click Next
    You will be presented with a page stating, "Get Started!"

    Do NOT use the button “Start repair” !
    Click the Advanced tab on the left column
    Click the Gather Logs button
    A progress bar will appear and the program will proceed with getting logs from your computer
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.


Thank you.

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  • Root Admin

Below is infomration to possibly assist with My Accoaunt. Follow the directons above from Maurice. If you're still unable to get things corrected on your own you can contact the Support page linked below and fill out and submit a ticket for support and someone will assist you in correcting your issue.


Find my premium license key

Create your My Account profile

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

Contact Malwarebytes Support


If you do need additional help please let us know and we'll be more than happy to assist you.

Thank you



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