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I have a problem with my account


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When i purchased Malware bytes i used my PayPal email and i didn't created an account, unfortunately this email is not available right now (don't have access), so i want to include this email to my premium account because i will change my pc soon and i only can add one device, i don't know if Malware Bytes send an email when it recognizes a new device (if they do that i will lose my premium account since i don't have access to this email.) I send an email on support but 5 days later they still haven't repsonded, please help me.

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  • 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:

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  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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You can create your account using your current email by following the instructions in this support article, then try adding your license to your account manually by following the instructions in this support article and that might resolve the issue.

If it does not you will have to wait for a response from Support to your ticket and they will be able to assist you.

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4 minutes ago, exile360 said:

You can create your account using your current email by following the instructions in this support article, then try adding your license to your account manually by following the instructions in this support article and that might resolve the issue.

If it does not you will have to wait for a response from Support to your ticket and they will be able to assist you.

Thanks but it didn't worked, i can't update my key anywhere to recognize me. Malware Bytes registration sucks, you must let your clients purchase AFTER they create an account and receive a verification email (to be sure this email works)! 

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as long as you purchased directly from Malwarebytes & at that time you provided a Email address..... the following applies.   A MyAccount entry on your subscription License would have been auto-created.

you can see the detail about your subscription term on the Malwarbytes MyAccount portal website.    https://my.malwarebytes.com/en/login

 

To login into the Malwarebytes MyAccount portal. Use the same Email address as you used at the time of your License purchase to login to it.  If you had no password, or else if you forgot the password, just click on the Forgot password link.  An email to reset your password will be emailed to you.  Obviously, that email address has to be in a active account.  Once on the MyAccount portal, go to the Subscriptions tab

Take a look at what it shows there for you.

By the way, I am thinking that all you are after is just about a future migration of the License from a old machine to a new machine.

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3 minutes ago, JimFit said:

Thanks but it didn't worked, i can't update my key anywhere to recognize me. Malware Bytes registration sucks, you must let your clients purchase AFTER they create an account and receive a verification email (to be sure this email works)! 

Unfortunately, this is a limitation of the way that PayPal works.  Anywhere you make an online purchase using PayPal, it will automatically provide the PayPal email address to the vendor.  I would recommend contacting PayPal and getting your email updated to a working one, otherwise your PayPal account is at risk of theft if anyone else were to ever get access to it.

Additionally, the My Account feature that Malwarebytes provides is not a requirement for accessing your license; it simply makes managing your licenses and devices easier.  An option to change the email address associated with your account is possible by following the instructions in this support article, however in this case it probably won't help since you can't access the original email address you used when you purchased your license key.

Either way, Malwarebytes Support will be able to change the email address associated with your account if necessary.

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Invalid License Key. Please check your key and try again. 🤬😨😨😨😨😨😨 (The key is correct)

7 minutes ago, exile360 said:

Unfortunately, this is a limitation of the way that PayPal works.  Anywhere you make an online purchase using PayPal, it will automatically provide the PayPal email address to the vendor.  I would recommend contacting PayPal and getting your email updated to a working one, otherwise your PayPal account is at risk of theft if anyone else were to ever get access to it.

Additionally, the My Account feature that Malwarebytes provides is not a requirement for accessing your license; it simply makes managing your licenses and devices easier.  An option to change the email address associated with your account is possible by following the instructions in this support article, however in this case it probably won't help since you can't access the original email address you used when you purchased your license key.

Either way, Malwarebytes Support will be able to change the email address associated with your account if necessary.

That's correct

Okay lets say i format my pc, i download MalwareBytes again and i use my key, will they send me an email verification to change it or it changed automatically (disconnects from my previous pc and connects to the new one?) Thanks.

 

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1 hour ago, JimFit said:

Invalid License Key. Please check your key and try again. 🤬😨😨😨😨😨😨 (The key is correct)

That's correct

Okay lets say i format my pc, i download MalwareBytes again and i use my key, will they send me an email verification to change it or it changed automatically (disconnects from my previous pc and connects to the new one?) Thanks.

 

You can deactivate the software on your original PC prior to reactivating your license key on a new device.  You don't need to create an account at My.Malwarebytes.com if you don't want to which is why it is optional and why accounts aren't created for all Malwarebytes Premium licensees automatically.  That said, if there is an issue with the account and the customer wants it corrected Support can access the account on the backend to make any necessary changes.

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