Jump to content

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


Recommended Posts

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.

Link to post
Share on other sites
  • 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

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

Link to post
Share on other sites

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

Link to post
Share on other sites
  • Root Admin

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

 

 

Link to post
Share on other sites

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 by Maurice Naggar
Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    No registered users viewing this page.

Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.