bengabbay Posted January 13, 2022 ID:1497371 Share Posted January 13, 2022 Hi, Many years ago (possibly 10+ years ago), my family and I purchased a Malwarebytes Home Premium license that, I believe, had licenses for use on three computers. We've changed computers many times since then, and transferred the licenses several times across devices. We're now in the situation where I need to be able to deactivate one of the licenses from a dead computer we no longer have access to, but I do not know the email address of the Malwarebytes account associated with these licenses. I tried logging in with several different email addresses that I thought could be associated with the account, and they all either do not have any account associated with them or have no licenses registered with them. How can I go about finding out what account the license(s) are registered with, so that I can activate/deactivate them? Thanks, Benjamin Link to post Share on other sites More sharing options...
Porthos Posted January 13, 2022 ID:1497376 Share Posted January 13, 2022 (edited) 32 minutes ago, bengabbay said: Many years ago (possibly 10+ years ago), my family and I purchased a Malwarebytes Home Premium license that, I believe, had licenses for use on three computers. First if they were "lifetime" licenses, they are good for a single computer at a time. Second if they were purchased directly from Malwarebytes then there is an account "somewhere". If they were not you can add the key to the account in many cases. Add a license key to My Account Finally, 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 January 13, 2022 by Porthos Link to post Share on other sites More sharing options...
bengabbay Posted January 13, 2022 Author ID:1497405 Share Posted January 13, 2022 Thanks, Porthos. Yes, my issue is that I cannot find the original account, I don't know what email address it is associated with, and even if I find that out, I likely no longer have access to that email. I'll contact support and see if they can do anything. Link to post Share on other sites More sharing options...
Porthos Posted January 13, 2022 ID:1497407 Share Posted January 13, 2022 2 minutes ago, bengabbay said: I don't know what email address it is associated with Have you tried to add the key to a Malwarebytes account you have access to? Worst thing is you will get is a already registered error. Add a license key to My Account Link to post Share on other sites More sharing options...
bengabbay Posted January 13, 2022 Author ID:1497408 Share Posted January 13, 2022 1 minute ago, Porthos said: Have you tried to add the key to a Malwarebytes account you have access to? Worst thing is you will get is a already registered error. Add a license key to My Account Yes, I tried that with all the keys I have, and they all say they've already been registered, but I don't have access to deactivate one of them (because it's likely on a dead computer and I don't know what email account it's associated with). Link to post Share on other sites More sharing options...
Porthos Posted January 13, 2022 ID:1497415 Share Posted January 13, 2022 14 minutes ago, bengabbay said: I tried that with all the keys I have, and they all say they've already been registered Where were they purchased? Malwarebytes site or other? Link to post Share on other sites More sharing options...
bengabbay Posted January 13, 2022 Author ID:1497416 Share Posted January 13, 2022 Just now, Porthos said: Where were they purchased? Malwarebytes site or other? Malwarebytes, I'm quite certain. I may have unfortunately lost all related email records from that time, but I'm trying to find them. Link to post Share on other sites More sharing options...
Porthos Posted January 13, 2022 ID:1497417 Share Posted January 13, 2022 Just now, bengabbay said: I may have unfortunately lost all related email records from that time That could be an issue. Support needs proof of purchase or some way to definitely prove the keys are yours. Link to post Share on other sites More sharing options...
bengabbay Posted January 13, 2022 Author ID:1497419 Share Posted January 13, 2022 1 minute ago, Porthos said: That could be an issue. Support needs proof of purchase or some way to definitely prove the keys are yours. Ok...in that case, I'll keep digging. Thanks very much for your input. Link to post Share on other sites More sharing options...
Maurice Naggar Posted January 13, 2022 ID:1497426 Share Posted January 13, 2022 Hello Benjamin. Just some remarks that I hope are helpful. You had mentioned a purchase some 10+years ago. That would make it around 2011 /2012. my remarks is that purchases at around that time ( for home consumers) were one license to one machine. Around that period of time, the main license vendor was Cleverbridge. You may want to consider contacting them to see if they can lookup your purchase, using the name & address used at purchase time. Cleverbridge email ( web form) contact page https://support.cleverbridge.com/hc/en-us/requests/new Cleverbridge telephone support ( during business hours) https://support.cleverbridge.com/hc/en-us/articles/203155800#phone Cleverbridge purchase lookup request page ( this requires that your purchase-time email account be active and accessible since if license is found then it sends Email to that email account) https://www.cleverbridge.com/?scope=cusecolp 1 Link to post Share on other sites More sharing options...
Solution bengabbay Posted January 13, 2022 Author Solution ID:1497434 Share Posted January 13, 2022 1 hour ago, Maurice Naggar said: Hello Benjamin. Just some remarks that I hope are helpful. You had mentioned a purchase some 10+years ago. That would make it around 2011 /2012. my remarks is that purchases at around that time ( for home consumers) were one license to one machine. Around that period of time, the main license vendor was Cleverbridge. You may want to consider contacting them to see if they can lookup your purchase, using the name & address used at purchase time. Cleverbridge email ( web form) contact page https://support.cleverbridge.com/hc/en-us/requests/new Cleverbridge telephone support ( during business hours) https://support.cleverbridge.com/hc/en-us/articles/203155800#phone Cleverbridge purchase lookup request page ( this requires that your purchase-time email account be active and accessible since if license is found then it sends Email to that email account) https://www.cleverbridge.com/?scope=cusecolp Thank you, Maurice. Appreciate this. Luckily, I just managed to find some old paper printouts with all the info I needed, including the old email address. So everything has been sorted. Thanks, everyone. 1 Link to post Share on other sites More sharing options...
Porthos Posted January 13, 2022 ID:1497436 Share Posted January 13, 2022 8 minutes ago, bengabbay said: all the info I needed, including the old email address. You were able to deactivate and reactivate? Remember those lifetime keys were for one Windows computer and only one at a time. There were never any 3 computer lifetime licenses sold. Link to post Share on other sites More sharing options...
bengabbay Posted January 14, 2022 Author ID:1497445 Share Posted January 14, 2022 4 hours ago, Porthos said: You were able to deactivate and reactivate? Remember those lifetime keys were for one Windows computer and only one at a time. There were never any 3 computer lifetime licenses sold. Yes, and yes I know. We have three and I was trying to get one deactivated/reactivated. Everything is working now on our three computers. 1 Link to post Share on other sites More sharing options...
Porthos Posted January 14, 2022 ID:1497448 Share Posted January 14, 2022 Closing this topic as it's been resolved. Link to post Share on other sites More sharing options...
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