A101 Posted October 15, 2019 ID:1340005 Share Posted October 15, 2019 Hi I have been a malwarebytes lifetime customer for 10 years. I recently got the message trhe licence was blacklisted. I looked on the online access and its shown as not being activated on any machine. However whenever I try and enter the licence I am told its blacklisted for reasons unknown. I raised a Support Ticket Malwarebytes Support Ticket 2732386 on Friday but have got no response so I am posting here in the hope that this can be explained and my licence restored to me Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted October 15, 2019 Staff ID:1340006 Share Posted October 15, 2019 ***This is an automated reply*** Hi, Thanks for posting in the Malwarebytes 3 Help forum. If you are having technical issues with our Windows product, please do the following: Spoiler 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. Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file 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. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Get Started!" 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, a file named mbst-grab-results.zip will be found on your Desktop. Click OK Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so: Click "Reveal Hidden Contents" below for details on how to attach a file: Spoiler To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button. One of our experts will be able to assist you shortly. If you are having licensing issues, please do the following: Spoiler For any of these issues: Renewals Refunds (including double billing) Cancellations Update Billing Info Multiple Transactions Consumer Purchases Transaction Receipt Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 Thanks in advance for your patience. -The Malwarebytes Forum Team Link to post Share on other sites More sharing options...
exile360 Posted October 15, 2019 ID:1340009 Share Posted October 15, 2019 Greetings, I am sorry that you are having trouble with your license but we will do our best to assist you. Please wait a couple of hours and then attempt to activate your license once more to see if that works; sometimes the server needs time to reset after multiple failed activation attempts. If that fails to resolve the issue then please await a response from Malwarebytes Support to your ticket that you opened, they should respond soon though it may be a bit delayed given the recent US holiday and the weekend. A member of Support may respond here on the forums as well in order to expedite your support ticket. I hope that this helps and if there is anything else we might assist you with please let us know. Thanks Link to post Share on other sites More sharing options...
A101 Posted October 16, 2019 Author ID:1340138 Share Posted October 16, 2019 Hello I just tried again and got exactly the same response. The key is blacklisted. This is the first time in about 2 days I have tried. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 17, 2019 Root Admin ID:1340311 Share Posted October 17, 2019 I've sent a note requesting support review your ticket @A101 Thank you Ron Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 20, 2019 Root Admin ID:1340600 Share Posted October 20, 2019 Issue has been resolved via Support. I will go ahead and close this topic now. Thank you Link to post Share on other sites More sharing options...
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