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Cannot activate Licence's MalwareBytes Premium on Windows 10

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Hi Team,

I just bought a licence key premium of Malwarebytes premium on Windows 10 Pro but I get this error when activating : 

"Cannot reach server licence. Please check your network..."

"Key infoundable. Please activate your licence. It seems to have a problem with your key licence. Please check your informations' licence, then type your key licence again."

Thanks in advance for your help.



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***This is an automated reply***


Thanks for posting in the Malwarebytes 3 Help forum.


If you are having technical issues with our Windows product, please do the following: 


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

  7. Click the Gather Logs button

  8. A progress bar will appear and the program will proceed with getting logs from your computer

  9. Upon completion, a file named mbst-grab-results.zip will be found on 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:

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-The Malwarebytes Forum Team


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I'm sorry that you're license key isn't working properly, but we should be able to assist you in getting it activated and working correctly.

Please do the following so that we may take a look at your current system configuration to try and determine why this issue is occurring:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Also, while we are investigating that, please go ahead and sign up for an account at My.Malwarebytes.com using the same email address you used when you purchased your license if you haven't done so already as you will be able to check the status of your license there as well as manage your licenses and devices.  Instructions on how to sign up can be found in this support article and information on managing your licenses can be found in this support article.

Please let us know if you have any trouble.


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I just tried now and it works.

I don't know if you do something but thanks anyway.

Kind Regards,


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Excellent, I'm glad to hear it :)

No, as far as I know they did nothing on their end, however sometimes this can happen where it might fail after trying to activate and not succeeding too many times where if you wait for a while and then try again, it ends up working.  I'm glad that this was the case and that the product is activated and functional.

I would still recommend signing up at My.Malwarebytes.com as mentioned above just in case you need to do anything in the future such as look up your license, deactivate the product on a device you no longer have access to (for instance, if your computer fails/crashes at some point and cannot be recovered) and you need to move your license to a new device as it makes these things much easier.

Anyway, thank you for letting us know that you were able to successfully activate your license.  If there is anything else that we might assist you with please don't hesitate to let us know.


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