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Hello. This week I bought a new laptop and while attempting to reload my software I encountered an issue. After signing into my account a message said that I do not have a current subscription. This is incorrect. I've already downloaded the software but cannot activate it with the key, which was misplaced in the years since I purchased the lifetime subscription. I found the payment date and amount on an archived bill ( purchased on 08/12/2015 for $41.17 thru an eBay seller ). I believe you can find that key for me as I have been using and updating the software over the years. Please advise me as to how to retrieve this info so that I can start using this product on my new machine. Thank you.

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***This is an automated reply***


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
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  4. Navigate to the Advanced tab
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  6. To provide logs for review click the Gather Logs button
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If you are having licensing issues, please do the following: 


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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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No. the hard drive broke and the computer was over 5 years old. I couldn't retrieve the data and went with a new laptop. I kept the old hard drive but can't access it. I'm not sure why buying thru an eBay seller is an issue if I've been using it all that time and have a login and password all that time. Isn't that something that Malwarebytes can verify ? I'm going to call them today to discuss this.  Thanks for you time.

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21 minutes ago, MikeySmiles said:

I'm going to call them today to discuss this.

There is no phone number for consumers.

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help
Be aware it can take 7+ weekdays for a response other than the automated ticket number.

Edited by Porthos
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5 minutes ago, MikeySmiles said:

Does it normally take a week to answer a submitted ticket?

Currently yes, It takes 5+ weekdays.

6 minutes ago, MikeySmiles said:

I contacted Malwarebytes again but still no answer.

Each new ticket cancels the first.

While you are waiting you can also try the following since you know your key now.


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Porthos, thank you for being the one to help me. This morning I received an email from Malwarebytes asking if I still needed help. I went back and re-tried the ID & Key and this time it was accepted. I assume they corrected the issue. Thank you for your quick assistance, I'm not sure if you work for Malwarebytes or not but you were quick to help and it's much appreciated. 

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