Can't activate, MBAM says my license is expired.

[beer2beer]

I had to perform a full install of my O.S., which is Windows 10 Pro v2004. Now, when I install MBAM and try to activate it with my license (that expires in March 2021), I receive a message saying my license is expired. I've opened a ticket more than 24 hours ago and no answer so far. I have no protection, I paid for the subscription and can't use it. 

Any help is very welcome. Thanks in advance!

[Malwarebytes]

***This is an automated reply***

Hi,

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[exile360]

Greetings,

I'm sorry you're experiencing trouble with your license but we'll do our best to help.  Please begin by signing up for an account at My.Malwarebytes.com using the same email you used when you originally purchased your license as described in this support article and you will be able to check the current status of your license there which will hopefully help to determine what the problem is in activating it on your system.

If that fails to resolve the issue and My.Malwarebytes.com shows that your license is not expired, please try using the Deactivate all function at My.Malwarebytes.com described in this support article.

If the license still doesn't work you will need to await a response to your ticket from Support.  It may take several days to get a response depending on how busy they are and tickets are addressed on a first come, first served basis.

Please let us know how it goes and if there is anything else we might help with.

Thanks

[beer2beer]

The "deactivate all" function didn't work aswell. I've also uninstalled MBAM using Revo Uninstaller software in advanced mode, reinstalled MBAM and the problem persists. NOTE: this is the 2nd time this problem occurs. 1st time was on March 06, 2020 (ticket 2934818).

[Porthos]

53 minutes ago, beer2beer said:

I've opened a ticket more than 24 hours ago and no answer so far.

It can take 3-5 days for a response. What was your second ticket number? Did you use the same email you used on the forum? NOTE do not post your email here.

I can have @advanced setup look in to your ticket.

[beer2beer]

1st ticket (yesterday) number 3079358, 2nd ticket (today) number 3081048. Yes, same email.

Sorry for the 2 tickets instead waiting 3-5 days.

[Porthos]

7 minutes ago, beer2beer said:

1st ticket (yesterday) number 3079358, 2nd ticket (today) number 3081048. Yes, same email.

Sorry for the 2 tickets instead waiting 3-5 days.

I actually wonder what is happening.  I would suggest the next time you need to reload Windows you deactivate the program within the MB interface first if at all possible.

I do that on all computers I service when having to reload Windows. Internet access is needed though.

[beer2beer]

I don't doubt that I could have avoided the issue by deactivating MBAM before performing the reload (thanks for the tip, by the way). But anyway it's weird getting the message "license expired" instead "license in use" or something like that. 

I really apreciate your kindness and your efforts to help me. Thank you very much and sorry for my  bad english (I'm brazilian).

[exile360]

Yes, it should show a different error message if the license is in use instead of saying it is expired.  I will also make a note of this to report it to the Product team so that they may investigate and determine if it is a bug.

In the meantime, if you would please do the following as this information may help the Product team to investigate it if they need to:

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
   

Thanks

[beer2beer]

There it goes...

 

mbst-grab-results.zip

[exile360]

Thanks, I see that you have Kaspersky installed.  Please try exiting Kaspersky temporarily to try activating Malwarebytes, then re-enable Kaspersky.

Please let me know if it works or not.

Thanks

[beer2beer]

Actually I've done it (closing Kaspresky) and no success at all. 

[exile360]

That's unfortunate, I was hoping that would fix it.  I realize it's a bit of a hassle, but would you be willing to try uninstalling Kaspersky completely, then restarting the system, then trying to activate Malwarebytes?  To do so, run the Removal tool for Kaspersky applications (kavremover).

[beer2beer]

Thanks for your concern in helping me. I would uninstall Kaspersky and try to do it as you suggested, of course, no problem at all, but as I received the message below from Malwarebytes support today, it's no longer necessary I believe.

"Hi Uligyn,

Thank you for contacting us at Malwarebytes support. My name is Breaux, and I will be to happy assist on ticket # 3079358.

I am sorry but your license expired in December of 2019 when it failed to renew. In March you paid to renew the expired license but unfortunately, it remained expired. When a license is due for renewal you only have 30 days to save and renew. If not done in time the license will expire. Once expired it cannot be renewed again.

The billing system should not have allowed a renewal that many months later and issued you a new license.I apologize for this confusion and inconvenience. I have refunded your subscription reference # 115958831. Please allow 5-7 business days to fully process. Please note that you will also get a confirmation email from our e-commerce partner when the refund is processed.

Please purchase a new subscription from malwarebytes.com/pricing when you are ready.
"

Thank you all, very much, for helping me.

My kindly best regards,

b2b

[exile360]

Aha, that explains it.  Thank you for providing the details.  I will be sure to report this incident to the Product team so that they may investigate and get the issue corrected so that it doesn't allow renewals when it shouldn't the way it did in this case.

If there is anything else we can help with please let us know.

Thanks