Old PC broke and can't deactivate key to reuse on my new PC

[Wafflenova]

My current computer broke today so I have bought a new PC and tried to reuse my previous key but it didn't work, I didn't make an account before so the key was stored in the old PC and not in the account. Contacted support a week ago so they can deactivate it and got no reply, can someone help me please. I have the original license key stored in my phone just incase.

[Malwarebytes]

***This is an automated reply***

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[exile360]

Greetings,

Please sign up for an account at My.Malwarebytes.com using if possible the same email you used when you originally purchased your license as instructed in this support article.  Once that's done, you should be able to deactivate your previous installation of Malwarebytes as described in this support article and this support article.

If you don't see your license key in your account, try adding it as described in this support article.

If you still can't get the license to deactivate from the previous installation or activate on your current system, please contact Malwarebytes Support directly via the form on this page and they will be able to assist you; just keep in mind that it may take a week before you get a response due to a high number of support requests currently.

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

Thanks

[Firefox]

If you contacted support already, what is the support case number?

[Wafflenova]

3267088

Edited November 21, 2020 by AdvancedSetup
corrected font issue

[Firefox]

Just now, Wafflenova said:

3267088

@AdvancedSetup can you check the status of this ticket please? @Wafflenova be mindful that replies can take up to 7 business days for a reply.

[Wafflenova]

how do you check the status?

 

[AdvancedSetup]

The Email address is not associated to any active Cleverbridge or 2checkout subscriptions, so I'm guessing you also either have not setup or are unable to setup your My Account page.

I have sent a request for escalation but this is the weekend and a much reduced workforce. Hopefully someone should be able to assist you soon.

You should be able to run the program on a new computer in Trial Mode for 14 days with the same protection level as the Premium version.

Thank you

 

 

[Wafflenova]

Thanks

[Maurice Naggar]

Hello @Wafflenova.   Just to add a few tidbits about the Malwarebytes MyAccount portal. Use the same Email address as you used at the time of your License purchase to login to it.  If you had no password, or else if you forgot the password, just click on the Forgot password link.  An email to reset your password will be emailed to you.  Obviously, that email address has to be in a active account.  Once on the MyAccount portal, go to the Subscriptions tab and go about Deactivating the license. https://support.malwarebytes.com/hc/en-us/articles/360038522574-Deactivate-or-transfer-Malwarebytes-license-key-in-My-Account

After you deactivate on the portal, then you can go back into the Malwarebytes program and then do the license activation.  How-to-activate  https://support.malwarebytes.com/hc/en-us/articles/360038479154-Activate-your-subscription-in-Malwarebytes-for-Windows

Other notes: Given what AdvancedSetup said above, maybe ( ?) you had used a different email at the time of license purchase than the one you are using on this forum. If you purchased from Malwarebytes website recently ( even in the past say 5-6 years) the purchase would have been processed by either 2Checkout or Cleverbridge. Those require a Email at time of purchase, and auto-populate a Account entry with the email and license automatically into the MyAccount portal.

IF on the other hand, you purchase the license from an outside vendor that is not auto-populated.

To look for the purchase confirmation email from Malwarebytes, the email would be from one of these

no-reply@mail.malwarebytes.com  { if from 2Checkout }   [ search for mail.malwarebytes.com  ]

or from no-reply@cleverbridge.com  { if Cleverbridge }.   [search for cleverbridge ]

If the confirmation email is not located in your inbox, check your spam/junk folder.

Finally, do not mention your email address nor your License keys on this thread nor publicly here.

Do go about logging in on Malwarebytes MyAccount and let me / us know how that goes.

The frontpage link to MyAccount is  https://my.malwarebytes.com/

 

 

Edited November 21, 2020 by Maurice Naggar