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In A Quandary: Can't log into my online MBAM software Account

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I've been locked out, I have tried so many times.  I have Malwarebytes Premium (I believe it's a lifetime license for several devices), I have the License ID and Key numbers but no matter what I do I can't get in.  I can't even retrieve a forgotten password as my email address changed since buying it and those reset emails go into a thin air as far as I know.   That's my quandary.   I sent an email to support but thus fare haven't heard back apart from an auto-response.

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  • Staff

***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
  • 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:

  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.













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


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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There is one possibility if you never actually signed up for an account with your old email address.  You can instead sign up for an account using your current email address and then add your license key manually (we only recommend using the same email used for the original purchase since it makes it easier/automatic for the license key to sync/show up in your account).  Details on signing up can be found in this support article and instructions on adding your license key manually can be found in this support article.

With that said, if you did already sign up for an account at My.Malwarebytes.com using your old email address in the past then you likely will need to wait on Support to respond to your ticket, but hopefully the above info proves helpful.

In the meantime, if you post your support ticket number we can try to get your ticket expedited, though no promises of course given how busy the helpdesk has been lately due to the pandemic and recent holidays which have created a much larger support queue than usual.

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


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Thanks for the replies.  I realize support is the best place to fix this. So I will await their full response.

I tried setting up a new account and it must recognized my name as it first said there was no such account, & to create a new one.  But when I went to do that it said  account already exists.

I'll wait patiently for their response, thanks again.

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