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***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:

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If you are having licensing issues, please do the following: 

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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

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Greetings,

I'm sorry you're having trouble with your license, but Malwarebytes Support should be able to help you to find out what the status of the license key is and hopefully get it working with your account.  Please keep in mind that due to the current pandemic as well as the recent holidays, it may take a week or more to get a response so please be patient and do not create more than one support ticket so that you do not lose your place in the support queue.  They will respond to your ticket as soon as they are able, and in the meantime if there is anything else we might assist you with please let us know.

Thanks

Edited by exile360
  • Thanks 1
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Hello @Akino   I am just a tad curious.  Is your Premium license a very recent purchase ?   Did you activate the License Key directly in the program itself?

{  Just be sure you do not mention of show your License Key or personal info here, online).

If you have done the license key activation on the program, it show show you Licensed status on it.

Start Malwarebytes for Windows.  Click the Settings ger icon and then click on the tab " Account ".   Then see what it shows.

This support article addresses license activation https://support.malwarebytes.com/hc/en-us/articles/360038479154-Activate-your-subscription-in-Malwarebytes-for-Windows

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On 1/5/2021 at 1:37 AM, AdvancedSetup said:

I've sent email for review but as the company has been on limited support over the holidays it can still possibly be several days to catch up and reply.

Thank you for your patience

 

I have received a reply

I have a reply to him

I wonder if he saw it?

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