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Hi there,

I had recently been hit with a nasty virus, and had to reset my PC a couple times,  unfortunately Malwarebytes hit the activation limit due to me installing it a couple times on the same machine.

I created a ticket for tech support to assist with more information - ticket "3256506".

 

 

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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:

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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.
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    • 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:

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  • 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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Hello and Welcome @Cybersid

While you wait for your support ticket.... it may be possible to resolve the issue yourself. 

Have you already created an account at https://my.malwarebytes.com/en/login

There you can manage your account and activation's, if you have not created an account try that, make sure to use the same email address you used to purchase your copy of Malwarebytes.

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Just now, Cybersid said:

maybe because I am a legacy user

https://support.malwarebytes.com/hc/en-us/articles/360038516954-Add-a-license-key-to-My-Account

Quote

If you purchased a license key from a physical store, authorized seller, or retailer besides the Malwarebytes store, set up your My Account profile so you can register your license key to your email address.

Registering your retail license to the My Account website allows you to deactivate your license, view billing events, download the latest Malwarebytes software and see which devices are using license keys. This article shows you how to register your license key.

  1. Go to My Account login page.
  2. In the Subscriptions tab, click Register a license.
  3. Enter your license key exactly as printed.
  4. If your subscription came with a License ID, click on the check box, then enter your License ID.
  5. Click on Register to add the license key to My Account.

Your license key shows under the Subscriptions tab in My Account. Here you can Activate, Download, and Deactivate your license key.

 

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17 minutes ago, Porthos said:

Thanks Porthos, I just tried and it says "invalid license key" + Also tried with option I have a user id/license (which I do) . However in my escapades when trying to reset my pc/remove virus I was able to activate it 2 times yesterday/and today. Got this license years ago.

 

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1 minute ago, Porthos said:

One question? is this one of the lifetime ones and are you trying to use it on more than ONE computer?

 

Yes lifetime, only used it on my one PC. 

Activation limit was hit due to me reinstalling it a couple times after doing multiple windows resets in the last couple days. It activated twice, then I had to reset again - then it hit with the dreaded "Activation Limit hit, contact support"

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