Jump to content

Expired License On Current Subscription

Recommended Posts

My subscription was charged and paid for with an old CC on file in DEC 2020. I was notified that CC was expired and updated it (but the charge had gone through). My subscription renewal date now shows DEC 2021. However, my license key is not being recognized as valid by MWB. If I enter the license ID and license key, I can get at least get the program to respond, but I get the message "The current license entitlement has expired."

I don't know if anyone here can actively help, but maybe a mod could escalate my ticket? Or at least make sure it got to the right support group? I opened ticket 3348444 and so far have only gotten automated responses/suggestions that do not address the problem. 

Link to post
Share on other sites

  • 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

Link to post
Share on other sites


They will be able to assist once they get to your ticket on the helpdesk, however they're pretty busy at the moment due to the pandemic and recent US holidays so it may take a while.

In the meantime, a few things you can try in your account may be able to fix the problem, assuming it doesn't require Support to fix the problem on their end.  Please refer to the information in this support article and this support article to see if using the Deactivate all option helps, and also make sure you're entering the same license key that is shown under your account (some of the older ID/Keys were changed once migrated into the new licensing system so it might just be a single key now rather than an ID+Key); the info in this support article should help in finding the current key.

If none of that helps, a member of Support should be able to address the issue on their end and get you back up and running again, and in the meantime I will ask to see if the ticket can get escalated to get a response sooner.

Please let us know how it goes and if there is anything else we can help with.


Link to post
Share on other sites

  • Ried locked this topic
This topic is now closed to further replies.

  • 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.