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Lifetime Licenses are still "blacklisted" (REF Support Ticket 3266281)


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I have many computers, and I purchased more than 12 Malwarebytes Lifetime licenses back in 2012. All were purchased from Newegg. I have all boxes, key cards with Keys and ID's, and purchase orders from Newegg.

I recently found that one of my Malwarebytes Lifetime license installs on one of my Windows 10 computer had been reverted to the free version.

In trying to re-activate the license, it came up "blacklisted". In trying to register this license to my account, it comes up "too many attempts", "wait 24 hours", and then "contact support"

I then decided to register all of my currently on-hand Lifetime licenses to my account, and a second one (which, interestingly, was installed on a Windows 7 SSD on the same computer (!?)) also comes up as blacklisted.

I started a support ticket on 11/7/20 (Malwarebytes Support Ticket 3258920), and have gotten a response, and have now responded three times.

I do not understand why there is no way to add any additional required information to a Malwarebytes Support Ticket within my Malwarebytes account. This limitation has resulted in now having three support Tickets (Malwarebytes Support Tickets 3258920, 3259119, and 3266281), simply due to e-mail send failures in trying to provide the requested information. My e-mail client has given an error message "The email account that you tried to reach does not exist" when I simply used "reply" to respond to the "support@mail1.malwarebytes.com" e-mail address in the received Malwarebytes Support e-mail response I had received. I did not enter the address, I simply used "reply".

Hence, 3 Support tickets, although I have now received a response to one of my earlier responses, so I do not know what caused the e-mail error.  

I particularly do not like being required to Publish both the Lifetime License Keys AND the ID's in my e-mail response in order to get any action on re-activating my Lifetime licenses. E-mail is not secure, so these licenses will likely now be compromised. I DID only enter the ID's in my 3rd online support request (Malwarebytes Support Ticket 3266281) within my "secure" Malwartebytes account, along with the Keys and Purchase Orders, but all of my prior ticket information was just routinely copied and published in the Malwarebytes Support e-mail responses received previously.

I like Malwarebytes very much, and install it on all of the computers that I build for friends and family (12 so far this year). Apologies to all for my venting, but this simple "re-activation' task is very frustrating. It shouldn't be that difficult - it has taken far too much of my time and yours- yet it still remains incomplete. I am hopeful that having all of my Lifetime Licenses in my account will improve things, but I need these two corrected.

Please let me know what I still need to do to get this accomplished, and provide any additional information that may be available to complete it on-line in my secure Malwarebytes account. 

Thank You very much for any help!

 

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  • Staff

***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:

Spoiler
 
 
 
 
Spoiler

 

 

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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,

I've asked that someone from the Support team investigate and assist.  I'm not certain why it is constantly creating new tickets, but hopefully they can assist you in getting that resolved as well.  I hope the issues are resolved quickly for you and if there is anything else we might assist you with please let us know.

@AdvancedSetup, would you please check on ticket #3258920; tickets 3258920, 3259119, and 3266281 are for the same issue and were apparently created due to problems with the customer's email client failing to respond to the initial support/helpdesk emails.

Thanks

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  • Root Admin

I see that an Agent replied to you earlier today. They need to contact someone from licensing to correct the issue. They do have access to the other tickets so not sure why they asked for them again. I've sent a message to one of the Leads to see if they can assist and get this corrected but it may not be until Monday.

Thank you @gbmatth

 

 

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Thanks for the follow-up.

I just tried to register them again (1700CST; 11/16/20), and still get the "contact support" message. 

As before, I would much prefer to NOT have my Keys with ID information published via Support e-mail response to 3266281, since responses appear to just copy everything submitted (by default) in the response.

I will continue to check back here in my account to learn when this has been fixed and then re-activate these keys on their original computer installations when completed.

Thanks again for your help!

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  • Solution

Thanks again for your continued follow-up.

I just received an e-mail this morning confirming that the Licensing Team had removed my two subject keys from the BlackList.

The e-mail also included the subject Keys and their ID's, apparently assuming that I would not know them otherwise...

I have now successfully registered both Lifetime Licenses in my account!

Thanks to All involved in getting this done!

 

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