Lost License Key

[Relayer]

I had to purchase a new laptop due to a hard drive failure. I would like to have my Premium account activated on my new laptop, but can't locate my license key.

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

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

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

• For use when you are on the forums and need to provide logs for assistance
• For use when you don't need or want to create a ticket with Malwarebytes
• For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

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1. Download Malwarebytes Support Tool
2. 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.
3. Place a checkmark next to Accept License Agreement and click Next
4. Navigate to the Advanced tab
5. The Advanced menu page contains four categories:
   • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
   • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
   •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
   • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
6. To provide logs for review click the Gather Logs button
7. Upon completion, click OK
8. A file named mbst-grab-results.zip will be saved to your Desktop
9. Please attach the file in your next reply.
10. To uninstall all Malwarebytes Products, click the Clean button.
11. Click the Yes button to proceed. 
12. Save all your work and click OK when you are ready to reboot.
13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
14. Select Yes to install Malwarebytes.
15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

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If you are having licensing issues, please do the following: 

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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/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

[Maurice Naggar]

Hi @Relayer  

You just need to locate your License Key on the Malwarebytes MyAccount   https://my.malwarebytes.com/

and there do a Deactivate first.   Write down your License,  Then do what is needed on your new machine, like setup and activation.

You want to deactivate the license ( from the prior activation)   so that you can re-activate on the new.

 

Also,  see   https://support.malwarebytes.com/hc/en-us/articles/360039023733-Manage-subscriptions-in-My-Account

 

Also, keep in mind,  you may 

Search your email's inbox for a confirmation email containing your license key.  Confirmation emails are sent to your email address from no-reply@cleverbridge.com or no-reply@mail.malwarebytes.com.  If the confirmation email is not located in your inbox, check your spam/junk folder.

If you can't log in to My Account or locate your confirmation email, submit a ticket and request a copy of your license key.

Edited June 10, 2020 by Maurice Naggar

[exile360]

Greetings,

Please sign up for an account at My.Malwarebytes.com as detailed in this support article using, if possible, the same email address you used when you originally purchased your license (assuming you still have access to that email account) and it should display any license keys associated with that email address.  If that does not resolve the issue then please contact Malwarebytes Support directly via the form on this page and they will assist you further as we do not have access to customer licenses here on the forums but Support does.

I hope this helps and if there is anything else we might assist you with please let us know.

Thanks