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Lifetime Subscription


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Hello.

I bought a lifetime Windows subscription key around 2014 directly from the site which I still have activated on my laptop. Under account details when opening Malwarebytes, I can see my Device Name, Edition, License ID, License Key, and Status. And then below that, it says "To add or remove devices from your subscription, visit your account."

I would like to transfer my key to a new PC. However, when I log into my old account, there is nothing listed under Subscriptions or any other tab. If I deactivate the key from Malwarebytes on the app itself (turning my lifetime version into the free trial) on my laptop, despite nothing showing up in Subscriptions on the site, would I still be able to reactivate my license key on my new PC?

 

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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:

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

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For any of these issues:

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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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19 hours ago, Firefox said:

Short answer, yes... simply deactivate it from your current computer, then install on the new computer and then activate it once again. Remember lifetime licenses can only be used on one Windows computer at a time.

Thank you. I'll go try that.

I was worried because all the guides stated that you should be able to see your license under the subscription tab on the website. But it only appeared in the app along with the option to deactivate the key from there.

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20 hours ago, Firefox said:

Short answer, yes... simply deactivate it from your current computer, then install on the new computer and then activate it once again. Remember lifetime licenses can only be used on one Windows computer at a time.

I deactivated the key on my laptop.

However, when I log in to my account on my new PC to reactivate the key, it says:

"The product key you are trying to use is already registered."

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52 minutes ago, Miach said:

However, when I log in to my account on my new PC to reactivate the key, it says:

"The product key you are trying to use is already registered."

Try to activate it with your ID and Key. Not your email address.

Activate your license key with a license ID

This is a previous format used for license identification. If your license key has this format XXXX-XXXX-XXXX-XXXX and has a license ID with the format XXXXX or XXXXX-XXXXX, follow these steps:

  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. Click Enter license key.
  4. Below the License Key entry, select My license came with a License ID.
  5. Enter your License ID and License Key.
  6. Click Activate.
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15 hours ago, Porthos said:

Try to activate it with your ID and Key. Not your email address.

Activate your license key with a license ID

This is a previous format used for license identification. If your license key has this format XXXX-XXXX-XXXX-XXXX and has a license ID with the format XXXXX or XXXXX-XXXXX, follow these steps:

  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. Click Enter license key.
  4. Below the License Key entry, select My license came with a License ID.
  5. Enter your License ID and License Key.
  6. Click Activate.

 

It worked!

Thank you so, so much!

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12 minutes ago, Miach said:

 

It worked!

Thank you so, so much!

I suggest you contact support to fix the following issue.

 

10 hours ago, Miach said:

when I log into my old account, there is nothing listed under Subscriptions or any other tab.

This is one issue only the support desk can address.

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help Please submit only one ticket/request.

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

Edited by Porthos
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15 hours ago, Porthos said:

I suggest you contact support to fix the following issue.

 

This is one issue only the support desk can address.

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help Please submit only one ticket/request.

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

Is there a way to cancel a support ticket?

I had actually made one after the post following the link that the Malwarebytes forum bot posted. So I'll have to cancel that one first.

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Just now, Miach said:

Is there a way to cancel a support ticket?

I had actually made one after the post following the link that the Malwarebytes forum bot posted. So I'll have to cancel that one first.

Stay with that one and be sure to explain the issue with your account and your license does not show up there.

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