MikeySmiles Posted December 6, 2020 ID:1425491 Share Posted December 6, 2020 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. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted December 6, 2020 Staff ID:1425492 Share Posted December 6, 2020 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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 More sharing options...
Porthos Posted December 6, 2020 ID:1425495 Share Posted December 6, 2020 4 minutes ago, MikeySmiles said: thru an eBay seller This is going to be an issue as ebay is not an authorized seller. 6 minutes ago, MikeySmiles said: This week I bought a new laptop Do you still have the old computer with the Malwarebytes installed and activated? Link to post Share on other sites More sharing options...
MikeySmiles Posted December 7, 2020 Author ID:1425585 Share Posted December 7, 2020 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. Link to post Share on other sites More sharing options...
Porthos Posted December 7, 2020 ID:1425589 Share Posted December 7, 2020 (edited) 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 December 7, 2020 by Porthos Link to post Share on other sites More sharing options...
MikeySmiles Posted December 7, 2020 Author ID:1425717 Share Posted December 7, 2020 Dear Porthos, Yes, I found that out the hard way waiting 45 minutes on hold and then hanging up. I submitted a ticket regarding the matter and based on whether or not I receive an answer, I'll take the next step you posted. I may try it today if time allows. Thank you. Link to post Share on other sites More sharing options...
MikeySmiles Posted December 7, 2020 Author ID:1425718 Share Posted December 7, 2020 Dear Porthos, Yes, I found that out the hard way waiting 45 minutes on hold and then hanging up. I submitted a ticket regarding the matter and based on whether or not I receive an answer, I'll take the next step you posted. I may try it today if time allows. Thank you. Link to post Share on other sites More sharing options...
MikeySmiles Posted December 7, 2020 Author ID:1425719 Share Posted December 7, 2020 Dear Porthos, BTW, I just clicked the link you sent. It's the same one I just used to submit my ticket. Thanks again. Link to post Share on other sites More sharing options...
Porthos Posted December 7, 2020 ID:1425720 Share Posted December 7, 2020 1 minute ago, MikeySmiles said: I submitted a ticket regarding the matter and based on whether or not I receive an answer, I'll take the next step you posted. I may try it today if time allows. The help desk are the only ones that can help if possible. Link to post Share on other sites More sharing options...
MikeySmiles Posted December 7, 2020 Author ID:1425721 Share Posted December 7, 2020 So to be clear, submitting a ticket will go to the help desk? I want to be sure I'm doing this correctly. Link to post Share on other sites More sharing options...
MikeySmiles Posted December 7, 2020 Author ID:1425722 Share Posted December 7, 2020 So to be clear, submitting a ticket will go to the help desk? I want to be sure I'm doing this correctly. Link to post Share on other sites More sharing options...
Porthos Posted December 7, 2020 ID:1425723 Share Posted December 7, 2020 2 minutes ago, MikeySmiles said: So to be clear, submitting a ticket will go to the help desk? I want to be sure I'm doing this correctly. Yes. Link to post Share on other sites More sharing options...
MikeySmiles Posted December 12, 2020 Author ID:1426809 Share Posted December 12, 2020 I found the information (ID & Key) for the lifetime subscription but it's not being accepted. I contacted Malwarebytes again but still no answer. Does it normally take a week to answer a submitted ticket? This is definitely unfair to the end user. When can I expect a response ? Thanks Link to post Share on other sites More sharing options...
Porthos Posted December 12, 2020 ID:1426810 Share Posted December 12, 2020 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. https://support.malwarebytes.com/hc/en-us/articles/360038516954-Add-a-license-key-to-My-Account Link to post Share on other sites More sharing options...
MikeySmiles Posted December 12, 2020 Author ID:1426818 Share Posted December 12, 2020 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. Link to post Share on other sites More sharing options...
Porthos Posted December 12, 2020 ID:1426834 Share Posted December 12, 2020 3 hours ago, MikeySmiles said: I'm not sure if you work for Malwarebytes I do not, I am a long time reseller of Malwarebytes and a user since before it was called Malwarebytes. I also have a repair business as well. 1 Link to post Share on other sites More sharing options...
Recommended Posts
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 accountSign in
Already have an account? Sign in here.
Sign In Now