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Need help - need to disable a license that's nowhere to be found


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Hello,

I ordered malwarebytes through Cleverbridge several years ago. I recently installed Windows 11, and I wanted to activate my license which came with an license ID , however, the program

says I need to disable my license first because it's in use. I have looked everywhere , including my account on Malwarebytes, but my subscription (lifetime) isnt showing anywhere. When

I try to register my purchased key, it says it's already in use. Now, I cannot use malwarebytes premium anymore and there seems to be no way to fix it on my end.

 

What should I do now? i've ran out of ideas.

 

Thanks in advance for any help.

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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:

Spoiler
 
 
 
 
Spoiler

 

 

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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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Support is the only ones who can help you. Open a ticket and I believe they will need more information from you.

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Hello @fredspekvet   Given a lifetime purchase ( from years ago) thru Cleverbridge, one thing that is important to keep in mind.  The license ID and Key are associated to the email address provided to Cleverbridge at time of purchase.   Thus if you tried to do a search on MyAccount portal, you have to login with that email address

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Thanks for the replies so far. On my malwarebytes account I have changed my email adress to my current one, which isn't the one I used to register with Cleverbridge. However, I cannot receive email anymore on my old adress

since it no longer excists. This might be why the link is missing (cleverbridge purchase + current malwarebytes account). Though i'm sure support can help me with that. I have already created a ticket and i'm waiting for a response.

 

 

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5 minutes ago, fredspekvet said:

I have already created a ticket and i'm waiting for a response.

Please submit only one ticket.

Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number.

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