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Updating OS locked out my Key

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I apologize if any employees have seen my five tickets I submitted. But no one is getting back to me. The only time anyone will "chat" with me is if I say I am buying something. Then I get someone right away...but after I explain, they say they can't help. So here is goes...

I have two keys for premium. One for my son's computer and one for mine. I just had to upgrade my computer to windows 10 and when I reinstalled Malwarebytes, it says my Key belongs to a different device. Ok, so when I look up how change that, you guys say log in and then do it there. But I never signed up with you...I paypal'd my money, I got an email and used that key. So I just created an online account and it tells me that Key is already in use. My new account says I have no subscriptions. 

Basically, I just need someone over there to change it so I can use my KEY. I have had it since 2016. I just want to be able to use my premium licence that I paid for. 

ANY HELP?!!!! 

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***This is an automated reply***


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Your best bet is to await a response to your support ticket.  I assume you created one by filling out the form on the bottom of this page, correct?  If so, just await a response from Support to your email and be sure to watch your spam/junk folder in case it gets filtered there by your email provider.  They will be able to reset your license for you and get it associated with your My.Malwarebytes.com account.

In the meantime please refer to the information in this support article and this support article as well as this support article (I know you tried these options already; I'm just providing them as a reference in case anyone reading this topic needs help finding the information).

I am sorry that I cannot do more, but unfortunately only Support has access to the licensing system directly, but they will assist you as soon as they are able.  If you provide the ticket number of your support ticket a member of the staff here on the forums might also be able to expedite things to help you to get the issue resolved more quickly.


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YES!  in my panic, as I have yet to hear from anyone...I placed 

Malwarebytes Support Ticket 2775929

Malwarebytes Support Ticket 2780516

Malwarebytes Support Ticket 2780883


Again, i apologize to the support team, but no one has gotten back to me. The only emails I have gotten are the ones that say these tickets have been open. 

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No problem, it is off hours here in the US where most of the Support team is based and of course it is the weekend so they don't have as many team members working, however you should get a response in the next few days for sure.

In the meantime I will alert the staff here on the forums to check on the status of your ticket for you.

@AdvancedSetup would you please check the status of the customer's ticket(s) when you get a chance?  Thanks

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I’m sorry, “follow up?”  I can’t get a hold of anyone, and it’s the reason I had create a forum account to get help. I even posted on reddit. Follow up?? It’s what I’m doing here.  I’ve responded to the ticket created emails.  Still no answer! Any other way you can help?? How about just one person give an email whom I can sort this out with? 

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4 minutes ago, worldtraveler666 said:

Why is it so hard to find help here?

The help desk usually can take 3-5 business days to resolve an issue. Creating so many tickets delayed the issue.(only one ticket is needed)

@AdvancedSetup is going to check on that ticket for you. Be patient.


Edited by Porthos
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