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I presently have a lifetime license that I've had for a number of years. When I tried to activate my account on a new device, it asked for a five digit code series. My license key is a series of four digit codes. Any ideas what my next step should be?

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***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:

Spoiler
  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: 

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/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

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Greetings,

If you have an older lifetime license key, the formatting may be different.  You will need to select the option stating that your license came with an ID as well as a Key.  Please refer to the information in this support article as it should help.

I would also recommend signing up for an account at My.Malwarebytes.com if you haven't done so yet, as it can be used for managing your licenses and devices, making recovering your license as well as transferring it to a new device much easier.  Please refer to the instructions in this support article as well as this support article for further details, and when signing up for an account at My.Malwarebytes.com, please use, if possible, the same email address you used when you originally purchased your license (that way it will automatically pull up your license info for you, otherwise, please refer to the info in the support article about adding a license key to your account and you can add it manually).

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17 minutes ago, exile360 said:

Greetings,

If you have an older lifetime license key, the formatting may be different.  You will need to select the option stating that your license came with an ID as well as a Key.  Please refer to the information in this support article as it should help.

I would also recommend signing up for an account at My.Malwarebytes.com if you haven't done so yet, as it can be used for managing your licenses and devices, making recovering your license as well as transferring it to a new device much easier.  Please refer to the instructions in this support article as well as this support article for further details, and when signing up for an account at My.Malwarebytes.com, please use, if possible, the same email address you used when you originally purchased your license (that way it will automatically pull up your license info for you, otherwise, please refer to the info in the support article about adding a license key to your account and you can add it manually).

Thanks for the quick response exile 360. So if I want to get Malwarebytes Premium for my android, I will need to purchase a 2nd license (my original license is used on my Windows laptop.

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1 hour ago, djfro said:

So if I want to get Malwarebytes Premium for my android, I will need to purchase a 2nd license (my original license is used on my Windows laptop.

Yes, Your lifetime one is only good on Windows and only on one computer at a time.

You would have to purchase a subscription for the Android.

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