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Downloading Malwarebytes HELP PLEASE ....

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Hi Everyone 

Could someone help me please , I downloaded Malwarebytes and paid for it but got hacked good a few weeks ago through bluetooth  , I have posted on here before about it , like a few days ago but under a different name MichelleE I think.

So I have opened all new accounts now ,  I don't want them know in case they have keylogger on my still infected iphone which I am going to reload today and get back..

Yes back on my laptop now after being fixed YEEP PEEEE LOL ( almost three weeks later )  , so it wont let me download it because its registered in my old account name which is <removed> , but the hackers have that now.

How can I download it on to my laptop ??? , I have reopened a new account with Malwarebytes and tried downloading it but it just says its register to someone else , yes MEEEEEEE . LOL


Any help would be grateful please ... 

Edited by tetonbob
removed email address
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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.
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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. 
  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:

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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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You have not read my posts then ? its my email address or it was   , can anyone tell me how to download the antivirus I paid for please  ??....

Remember the hackers have that email now linked to the account of the download   , only paid for it like a month ago , I have the License key....  Target it all you like PLEASE do , NFRT 220205044297 Police reference number , that one included Sir ....

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Hi Porthos 

It did yes thank you Sir :-) , but there is a problem with my key , its not wrong but a window pops up and says , contact customer support which I have.

I just logged in and sent them an email , we will get there lol.

But yes the download worked great so many thanks  :-) 

Sorry for the late replay , spent hours and hours trying to jailbreak my iphone   , these video's on YouTube ,  no no no trust me , there don't work :-).

I can get it done if I pay but I might as well drop it off at the shop in town to be done , he is just as cheap .......       The Hackers or hacker changed my apple id password and put track my phone on it as well cheeky sod  , called apple , they want proof its mine , they want to see the receipt , mmmmmm don't have that anymore , its not that much to get it done...


Thanks again for you help 


Much appreciated :-)  

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1 minute ago, MichelleL said:

just logged in and sent them an email , we will get there lol.

Did you use this link to contact Malwarebytes?  https://support.malwarebytes.com/hc/en-us/requests/new

Did you get a ticket number?

3 minutes ago, MichelleL said:

spent hours and hours trying to jailbreak my iphone 

I would not recommend you do that.

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I did yes , so hopefully they will get back to me soon.

lol that is funny , I would not recommend that too :-) , got me no where ,  I did set it back to factory settings in iTunes hoping it would take away the Id , no , soon as I pick the language the activation lock come up.

The man at the shop can do it , I give up....

Oh sorry did I get a ticket number yes 3780629

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  • Root Admin

Good day @MichelleL

I show this license as recently purchased or renewed. The license also shows it is in use at the moment.

If you're able to create and log into the My Account page using the same email address used when you made the purchase you can take control of the license and deactivate it on your own.


If you're not able to then you'll need to wait for Support to get to your ticket and they'll be able to assist you further.

Thank you


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Hi there

Customers support have locked that account up now anyway  , I can not use the key as it says to contact customer support in the popup window....

I can assure you it is not is use , it might say its active yes but I have a new hard drive now with new software on.

After the hack it was to far gone as it was corrupt the software.

Support are not going to help me , she said pay for a new licence key  , Yes that is what she said , that is not going to happen as I only paid for it like last month I think.....

Its a JOKE.....

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  • Root Admin

The money was refunded. The subscription was canceled. There is no money loss. It's to your benefit actually if someone else has or had access to your account.

It's up to you at this point if you wish to purchase a new license or simply take the refund as is and not purchase a new license.

Thank you



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Really the lady did not say that to me and I can not get in my bank account at the moment till my new card gets here sometime this week , so I have not looked in my account since my card was cancelled.

My apologies , I honestly thought Malwarebytes thought I was trying it on and wanted me to pay for another year.

If I need money yes , I can go over to town with my driving license to get money out but I though I would just wait for my card to gets here.

Off course I will buy a new key antivirus knowing that now , its a good antivirus , I know it did not stop them form getting in but they did come in through Bluetooth.

I am hard wired straight into the router now , I took the bluetooth wifi adapter out myself , the IT man said to me , I take it you don't want it putting back in , mmmm NO thanks.

I would have done the hard drive myself but when you don't have access to the internet or know where to go its difficult , I could of got the hard drive pre-loaded with windows 10 for £27 pound , it cost me £125 pound to get it fixed , I won't complain , its just nice to be back up and running ,  will have to eat some humble pie now and email the lady back.

But you do understand why I got upset , from her email she was asking me to pay for another year , you would not do that yourself after only paying last month , if she said we have refunded you I would have not get upset.

But thank you again that is very good of you to do that  , as soon as my card gets here I will buy a new Key for sure , our antivirus are rubbished here  :-))))))))))) 


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