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Charged but unable to find Malwarebytes on my computer


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I have was charged for a two year renewal subscription on the 6th May 2021 from Amsterdam but cannot find any link, key or reference to the software on my present computer. I have checked Task Manager, Device Manager and Control Panel and can find nothing. It may be because I am now using a different laptop to the one my first two year subscription was applied for in 2019 that I am no longer being protected. The old laptop is now well and truly dead. How can I get the software on my new laptop, please.

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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:

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

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  • Staff

Greetings,

Please download and install the latest version of Malwarebytes from here, then activate the software using the method described under the Sign in with Malwarebytes My Account section of this support article.  To do so, you will first need to sign up for an account at My.Malwarebytes.com if you haven't already done so.  Instructions on doing so may be found in this support article.

You should also be able to retrieve your license information from your account by signing in at My.Malwarebytes.com as well as deactivate your old device if it is still shown as active since it is no longer being used.  Details on how to do that are located in this support article.

Please let us know how it goes, and if you are unable to sign in to your account and don't have your license info, please contact Malwarebytes Support directly using the web form located on this page and they will assist you directly via email in looking up your license and account information.

Thanks

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Thank you for your kind follow up. I have successfully downloaded the Malwarebytes Browser Guard. I am reluctant to order a further package as I have already paid for one.

My problem is that I don't have an activation code nor do I have a record of any previously registered account which leaves me with as paid for subscription that I cannot access. I have registered a new account which has given me access to this forum. Where do I go from here, please?

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  • Staff

Please follow the directions in my post above; you need to sign up for an account at My.Malwarebytes.com using, if possible, the same email address you used when you purchased your subscription.  Once that is done you should be able to access your license information and activate the product with your license key.

If that does not resolve the issue, please contact Malwarebytes Support directly by filling out the web form on this page and they will assist you in looking up your original purchase and license information.

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