Transfer Lifetime Malwarebytes Premium to New Computer

[aepsweet]

I submitted a trouble ticket 13 days ago, on 2/2/22 (Ticket 3731871), but have not received a tech support reply.   I own a lifetime Malwarebytes Premium license,  with it's own ID number and Key.  My computer died, so now I have a new computer.  How do I initiate my lifetime Malwarebytes Premium license key on my new computer?  I tried registering it in my Malwarebytes subscription account, but cannot do so because this account applies only to my paid Premium subscription.  There is no way to set up an account for a Lifetime Premium membership, that I am aware of.

Please help,

thank you

[Malwarebytes]

***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.
   • 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: 

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For any of these issues:

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• 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

[aepsweet]

The automated reply I just received from Malwarebytes, advising me to use the Malwarebytes support tool, is not helpful.  I need advanced technical support assistance!

[khan1]

Install Malwarebytes and activate the license. You will get a maximum device limit message. Click the "Open Account" option there. It will take you to your Malwarebytes account (email address present there). Enter your password or use the "forgot password" option.

[Porthos]

@aepsweet If you have access to the old computer, Deactivate it first.

1. Open Malwarebytes for Windows.
2. Click the cog icon  in the top-right corner.
3. Click the Account tab.
4. Under the License key field, click Deactivate.

Also to add a key to your account, Add a license key to My Account

Edited February 14, 2022 by Porthos

[aepsweet]

On 2/14/2022 at 9:51 AM, khan1 said:

Install Malwarebytes and activate the license. You will get a maximum device limit message. Click the "Open Account" option there. It will take you to your Malwarebytes account (email address present there). Enter your password or use the "forgot password" option.

Thank you for your reply, but no luck as yet.  

 

On 2/14/2022 at 9:51 AM, khan1 said:

Install Malwarebytes and activate the license. You will get a maximum device limit message. Click the "Open Account" option there. It will take you to your Malwarebytes account (email address present there). Enter your password or use the "forgot password" option.

 

On 2/14/2022 at 9:51 AM, khan1 said:

Install Malwarebytes and activate the license. You will get a maximum device limit message. Click the "Open Account" option there. It will take you to your Malwarebytes account (email address present there). Enter your password or use the "forgot password" option.

 

[aepsweet]

On 2/14/2022 at 10:42 AM, Porthos said:

@aepsweet If you have access to the old computer, Deactivate it first.

1. Open Malwarebytes for Windows.
2. Click the cog icon  in the top-right corner.
3. Click the Account tab.
4. Under the License key field, click Deactivate.

Also to add a key to your account, Add a license key to My Account

Thank you for your reply, but no luck as yet.

[Porthos]

@aepsweet You cant add the key tp your account? What error do you get?

 

If you purchased a license key from a physical store, authorized seller, or retailer besides the Malwarebytes store, set up your My Account profile so you can register your license key to your email address.

Registering your retail license to the My Account website allows you to deactivate your license, view billing events, download the latest Malwarebytes software and see which devices are using license keys. This article shows you how to register your license key.

1. Go to My Account login page.
2. In the Subscriptions tab, click Register a license.
3. Enter your license key exactly as printed.
4. If your subscription came with a License ID, click on the check box, then enter your License ID.
5. Click on Register to add the license key to My Account.

Your license key shows under the Subscriptions tab in My Account. Here you can Activate, Download, and Deactivate your license key.

Edited February 16, 2022 by Porthos

[aepsweet]

Jason Todd, associate director, customer support, 

Zachary, a support agent, sent me an email a couple of days ago, to which I replied, supplying the verification information he requested to get my Lifetime Premium Malwarebytes account up and running on my new computer.  My original ticket was submitted on 2/2/22 (15 days ago) and I still do not have my issue resolved.  In the interim, my computer remains unprotected.  Why isn't my issue resolved by Malwarebytes support as yet?  I am highly disappointed that Malwarebytes lets its members languish without protection for such an unreasonable amount of time.  I will be reassessing whether its worth maintaining my multiple subscription accounts with this company.

[Porthos]

2 minutes ago, aepsweet said:

My original ticket was submitted on 2/2/22 (15 days ago)

That is 9 business days Weekends are excluded not 15.

 

3 minutes ago, aepsweet said:

Zachary, a support agent, sent me an email a couple of days ago, to which I replied, supplying the verification information he requested to get my Lifetime Premium Malwarebytes account up and running on my new computer.

Where EXACTLY did you purchase you Lifetime license?