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I first bought Malwarebytes Premium with a 2 year subscription for one device on Oct 4 2019 (Reference no.: 105161000), so it was due to expire on Oct 4 2021. And it did expire.
Before the expiration date though, on May 19 2021 I bought a new 2 year subscription of malwarebytes premium + malwarebytes privacy for five devices (Reference no.: 152402232).
The problem is, both subscriptions had the same activation key, I've even opened a ticket on May 20 2021 (ticket 3466078) about this, because I thought it would add days to my old subscription, but it didn't. All I got was an automated response to that ticket and the issue was not resolved.
Now that the old subscription has expired, I cannot activate the new subscription I bought earlier this year.
I've tried to open a ticket (ticket 3605348) and Rob C from support marked the issue as solved and gave me a link to buy a new subscription, but I haven't even began using the new one I bought this year, which is supposed to expire only on May 19 2023. Rob C. gave me 5 more days to buy a new subscription before it expires with a price 6 times higher than what I've previously paid for, this whole thing is ridiculous.
It's frustrating that I've been over a week without malwarebytes privacy and malwarebytes premium on all my devices, it's even more frustrating that I have zero support, that takes forever to answer and when they do answer they don't solve anything and tell me to buy a thing I've already bought and wasn't even able to use.
I feel like I've been scammed by Malwarebytes, either that or they clearly have a problem with their license platform and their customer support.
Can anybody help me, please? I don't want to stay another week without the services I've already purchased and am unable to use.
I've submitted a new ticket today (no 3611398) in hope to solve this, but last time it took six days and didn't solve anything.

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  • Staff

***This is an automated reply***


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:

  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.













If you are having licensing issues, please do the following: 


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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I've checked my account and it only shows the reference number for the new subscription, but it tells me it's already expired. They didn't give me a new license key though, it remained the same as the old subscription, which I found weird at the time, but I thought it would eventually add more days to it, the same way bitdefender does.

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