Malwarebytes Screen disappears before activation code and be entered.

[592lariat]

Malwarebytes loaded on a New Kindle Fire 8" HD display, 64 GB of internal storage + 2 GB RAM. 10th generation (2020 release).  When I attempt to add my Malwarebytes Premium activation code on the upgrade screen the screen blanks and disappears before all the 16 digits can be entered.  Any suggestions?

[exile360]

Greetings,

Did you purchase your license through the app itself from your device?  If so, please try restarting your device and it should activate Premium automatically.  The info in this support article may prove helpful.

In the meantime, I've also asked for someone who specializes in Android support to assist in case that doesn't resolve it for you.  Given the time here in the US, they might not be available until tomorrow, but I will check in again tomorrow if you haven't received a reply by then.

Edited April 22, 2021 by exile360

[592lariat]

No, the subscription to Malwarebytes was originally purchased for a desktop computer and upgraded to the premium subscription and, I then added my laptop, my Samsung S10 phone and a previous Kindle reader.  I loaded Malwarebytes onto my new Kindle but it remains as a trial version and I'm unable to activate the Kindle for the original reason.

[exile360]

I see, thanks for the additional information.  It may be that the number of devices for your subscription has been exceeded as it may still be counting one of your previous devices as still active.  To check, please log into your account at My.Malwarebytes.com; details on signing up for an account can be found in this support article if you haven't done so already.

Once signed in, check to see if any devices you are no longer using Malwarebytes on are listed under your subscription by clicking the Manage devices drop-down men under the Subscriptions tab.  If any are listed which you're no longer using Premium on, such as your previous Kindle, click the Deactivate link to remove it, then try activating on your new Kindle once more to see if it now works.

Please let me know how it goes.

Thanks

[exile360]

I heard from a member of the team indicating that you should contact Malwarebytes Support directly, assuming it's still not working.  To do so, please fill out the form on this page and they will aid you directly via email as soon as an agent is available.

I apologize that I couldn't be of more help, but I hope that the issue is resolved quickly.

[592lariat]

Currently I have the Desk Top PC, the original subscription and my laptop and nothing else, I removed the Kindle when it was deactivated.  I will go to the support link provided.  Thanks

[exile360]

You're welcome, and if there's anything else we can help with please let us know.

Thanks

[exile360]

Hello again @592lariat, just checking in with you to see how things are going.  Did you create a ticket with the helpdesk and have you received a response yet?

[592lariat]

Ticket has been created, thanks for the followup.

[exile360]

Thanks for the update, I hope the issue is resolved promptly.