Jump to content

I did not received key for malware


Recommended Posts

  • 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:

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:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

Link to post
Share on other sites

4 minutes ago, AnonXD00 said:

I tried i know my login details but its not showing in my account 

Then it is possible you mistyped your email address when purchasing Malwarebytes.

In any case, you will have to wait for your support ticket as they are the only ones that can assist.

It can take 3-7 weekdays for a response from the help desk.

Link to post
Share on other sites

Just now, Porthos said:

Then it is possible you mistyped your email address when purchasing Malwarebytes.

In any case, you will have to wait for your support ticket as they are the only ones that can assist.

It can take 3-7 weekdays for a response from the help desk.

i got activation mail from them but no order confirmation mail and i got charged 30$ around and on browser it showed confirmed order

Link to post
Share on other sites

Have you tried to use your email address to activate?

Quote

Use your My Account email and password to activate your Malwarebytes subscription. To activate using this method, you need:

  • An active Malwarebytes subscription with an available device. 
  • To have logged in to your My Account at least once. If you don't have a My Account, see the article Create My Account profile.

Follow these steps to sign in and activate your subscription:

  1. From your desktop, click the Malwarebytes icon Malwarebytes-Blue-48x48.png to open the application.
  2. In the top right part of the window, click Activate license.
  3. In the Email field, enter the email address used to setup your My Account.
  4. In the Password field, enter the password used to setup your My Account.
  5. Click Sign in. When your subscription activates, click Done.

When Malwarebytes Premium on Windows is activated, Premium displays in the top-left corner of the program Dashboard. Following the activation, Malwarebytes Premium on Windows turns on all Real-Time Protection layers.

 

Link to post
Share on other sites

  • Root Admin

Hello @AnonXD00

Did you use a different email address for the purchase? The automated tool from the Customer Support ticket was unable to locate any information about the purchase.
I don't work on the Support desk so I can't really scan or look any further myself. You'll need to wait for an actual Customer Support Analyst to pick up your ticket once assigned.

If you did use a different email address though please reply to your support ticket with that other email address as well. I'm sure though that if the numbers of the order are correct an Analyst can look that up as well, I cannot.

Cheers

 

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

  • 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.