Jump to content

Recommended Posts

A week ago my Malwarebytes' told me that it could not update my payment information, so I did so that it renews next year in November. It still would say it failed to update the information, so I ignored it. I assumed that it was a glitch of some sort, and now today it says that my Premium license expired. I tried re-installing, deactivating the licenses, but no dice. I hope your experts can assist because I paid a lifetime license when it was available, and the support for these situations is almost over. Here's the log.

mbst-grab-results.zip

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,

It appears you're using a VPN (PIA), please try disabling it and see if that corrects the issue.  I would also recommend signing up for an account at My.Malwarebytes.com if you haven't done so already, using if possible the same email you used when you originally purchased your license.  Details on how to do so can be found in this support article.  If your license doesn't show up there, or if you had to use a different email address, please refer to the information in this support article to add your license manually to your account.

Once that is done, assuming you can now see your license key in your account, try using the Deactivate all function which should be listed under the installed devices for your license in your account and then restart your system and see if it now activates and works properly, assuming you didn't already try deactivating it that way.

If it still doesn't, please try a clean install if you haven't done so already to see if that corrects the issue:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

If it still isn't working, please contact Malwarebytes Support directly by filling out the form on this page and they will assist you directly via email, however keep in mind that it may take several days to receive assistance as the pandemic and holidays have resulted in limited Support resources and a large ticket queue.

I hope this helps and if there is anything else we might assist you with please let us know.

Thanks

Link to post
Share on other sites

What Hardhead says is accurate; you didn't need to buy a new license.  It's likely just an issue with the lifetime license needing to be reset on the backend.  Please try following the steps I outlined above to sign up for an account at My.Malwarebytes.com and adding your lifetime license ID and Key there if it doesn't show up automatically, then try using the Deactivate all function described in this support article, and if your lifetime license still doesn't work to activate the product, please contact Malwarebytes Support directly by filling out the form found here and a member of Malwarebytes Support will assist you with getting your lifetime license key working as soon as they can.  They will also be able to refund your purchase for the new license you just bought since you already have a lifetime license, assuming you don't need the additional license to protect another device.

  • Thanks 2
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.