Can't deactivate PC

[ReinOwader]

I had previously activated Malwarebytes Premium on my 2 Windows PCs (2 licenses). March 2021 came the day when I have to renew my subscription but my debit card information has changed, so Malwarebytes was unable to charge me for 2 licenses. And this is good because one of my PCs broke almost a year ago. So now I want to deactivate this broken PC that I can't even turn on, before I give my new debit card information because I don't want to pay for 2 licenses if I am using only one. But when I'm on Malwarebytes website - Subscriptions - Manage Devices, and click on recycle bin icon or pencil icon behind computer I want to deactivate - nothing happens. As I was trying so many different ways to solve this, I managed to deactivate my working PC within Malwarebytes application. But PC that I can't turn on I can't deactivate.

Can you help me?

After this broken PC is deactivated I wish to renew my debit card information and activate license on my working PC.

[Malwarebytes]

***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: 

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

[exile360]

Greetings,

Please try the Deactivate all function described in this support article under your account at My.Malwarebytes.com to see if that removes the broken PC from your device list; your working PC should automatically reactivate once it next checks in with the license server so you won't have to manually reactivate it if you don't want to.

Additionally, info on changing your payment info can be found in this support article just in case you need it for updating your debit card.

Please let us know how it goes and if you continue to have issues getting the older device removed from your active device list.

Thanks