yoMuzicMan Posted September 26, 2020 ID:1409838 Share Posted September 26, 2020 Same issue here. I've never had a problem renewing over the past 4 years. After my most recent renewal in September 2020, I continue to see "Expired - temporarily extended" on all of my computers. I've applied the new license key, the old key, used the removal tool exactly as instructed. Days later, I still have the same issue. Maybe it has to do with my account showing licenses for old products. They are: Malwarebytes 3.0 Premium (formerly Anti-Exploit Premium) Malwarebytes 3.0 Premium (formerly Anti-Malware Premium) Can someone in support get rid of these old products and update them with the current product and the same number of licenses (6 total computers)? Maybe that will fix the issue. If my computers eventually revert from "temporarily extended" to "free", I'm finding another product. Link to post Share on other sites More sharing options...
Porthos Posted September 26, 2020 ID:1409840 Share Posted September 26, 2020 5 minutes ago, yoMuzicMan said: If my computers eventually revert from "temporarily extended" to "free", I'm finding another product. Have you created a support ticket yet? All license issues can only be handled by them. Link to post Share on other sites More sharing options...
yoMuzicMan Posted September 26, 2020 Author ID:1409843 Share Posted September 26, 2020 Yes, I have 2. I opened 3199916 from the website. The after not getting any updates in over a week, I chatted with someone who opened 3203352. Link to post Share on other sites More sharing options...
Porthos Posted September 26, 2020 ID:1409844 Share Posted September 26, 2020 1 minute ago, yoMuzicMan said: I chatted with someone who opened 3203352 Was this done over the offical Malwarebytes chat assistance? Link to post Share on other sites More sharing options...
yoMuzicMan Posted September 26, 2020 Author ID:1409845 Share Posted September 26, 2020 Yes, using the chat tool on the official website. Link to post Share on other sites More sharing options...
Porthos Posted September 26, 2020 ID:1409846 Share Posted September 26, 2020 1 minute ago, yoMuzicMan said: Yes, using the chat tool on the official website. Once a ticket is issued, It takes 5-7 weekdays to get a response. Exactly what day was that ticket issued? Link to post Share on other sites More sharing options...
yoMuzicMan Posted September 26, 2020 Author ID:1409847 Share Posted September 26, 2020 Ticket 3199916 submitted on 9/18/2020. Ticket 3203352 submitted on 9/22/2020. Link to post Share on other sites More sharing options...
Porthos Posted September 26, 2020 ID:1409848 Share Posted September 26, 2020 1 minute ago, yoMuzicMan said: Ticket 3199916 submitted on 9/18/2020. Probably canceled by second ticket. 2 minutes ago, yoMuzicMan said: Ticket 3203352 submitted on 9/22/2020. So far has been 3 working days since submission. I think @AlexSmith is taking a look. Link to post Share on other sites More sharing options...
yoMuzicMan Posted September 26, 2020 Author ID:1409849 Share Posted September 26, 2020 Thanks! Link to post Share on other sites More sharing options...
AlexSmith Posted September 26, 2020 ID:1409901 Share Posted September 26, 2020 @yoMuzicMan I have reached out to get this escalated. 1 Link to post Share on other sites More sharing options...
AlexSmith Posted September 27, 2020 ID:1410134 Share Posted September 27, 2020 @yoMuzicMan just wanted to give you an update - our home support team isn't back in until tomorrow, but I tried taking a look at things since I have limited access to some of the systems the support team does. According to our licensing system, the key that is showing in the screenshots you sent in is not expiring and was renewed on 09/06/2020. Its still good until 2021. Also, the 2 other keys you mentioned in your emails are alias keys for the primary key in your screenshot. Using one of those keys should work but the UI will revert to the primary key which is in your screenshot. If you are still seeing a message the the license is temporarily extended, then I would recommend hanging on until support can work with you on that. Keep in mind that your license is still valid and your computer will still stay protected while support figures out what is causing this potential UI bug. Link to post Share on other sites More sharing options...
yoMuzicMan Posted September 27, 2020 Author ID:1410137 Share Posted September 27, 2020 Hi Alex. I am still seeing the message as of today, so I'll be patient and wait for support to reach out. I appreciate you looking into this and providing some feedback. Thanks! Ron Link to post Share on other sites More sharing options...
Solution yoMuzicMan Posted September 29, 2020 Author Solution ID:1410596 Share Posted September 29, 2020 Hi Alex. Support got in touch with me and resolved the issue. They explained that I had 2 legacy license keys in my account. So they removed them and added the one that should work. As I re-apply the new license key to my computers, they no longer show "Expired - temporarily extended". Thanks, Ron 2 Link to post Share on other sites More sharing options...
Porthos Posted September 29, 2020 ID:1410597 Share Posted September 29, 2020 Glad your issue is resolved. Usually it just can just take some time. Link to post Share on other sites More sharing options...
AlexSmith Posted September 29, 2020 ID:1410614 Share Posted September 29, 2020 @yoMuzicMan glad to hear everything is resolved!! Link to post Share on other sites More sharing options...
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