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Haven't received license key after buying Malwarebytes premium


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I purchased Malwarebytes premium about a month ago and never received the license key to unlock premium features. Looking back at the purchase I realized that there was a typo in the email address in my account. Because the email address is incorrect, the receipt email with the purchase key did not arrive. How do I get the license key resent to the correct email address so I can use the program? Tried to create a service ticket online, but never received a reply.

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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:

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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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  • Root Admin

Hello @PhoenixRoss

I was able to locate your ticket. It is number: 3736280

You should still have some sort of record of payment. Can you please attach that to your ticket.

Check your Junk or Spam email folders for the reply ticket.

Thank you

 

 

Edited by AdvancedSetup
Updated information
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Thank you for checking. 

I know why I did not receive the original license key. When I checked my subscription screenshot from December I realized that I had made an error. I typed my email address with a typo. Blame a careless senior citizen.

My email address *should* be RossPhoenix601@gmail.com. Instead I typed (typo) PhoenixRoaa601@gmail.com. The Malwarebytes email receipt with the license key wouldn’t have reached me.

How can I correct my error?

I paid for the subscription with my American Express card, ending 71006, on December 28, 2021. Is there a secure method of sending this info?

I appreciate the time you’ve taken to look up my information. Thank you again.

Edited by AdvancedSetup
Corrected font issue
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  • Root Admin

Good day @PhoenixRoss

Support has replied to you and has checked both email addresses and is seeking further information. Please respond to their email and follow up with them. Unfortunately there isn't anything we can do here on the forums to assist with that.

Thank you again

 

 

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