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Getting a Runaround from Malwarebytes!


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First, I received a notification this weekend that my credit card was expiring. The one I use doesn't expire until August 21, 2022 — not exactly imminent.

Second, I tried to run Malwarebytes to check my account: First I was offered an upgrade to Premium. I said "maybe later" but there was no way to proceed without upgrading. So I came to this website.

Then I was told I did not have an account (despite M-byte just having sent me a promotional email) and I would be sent a code to establish one. Never got one. Then I tried to log in with "Forgot my Password." After another round of emails, I created a new password, and tried to access this forum. Oh, no, I had to establish an account here and my 9-digit upper-and-lower alpha, numeric and non password wasn't deemed good enough.

Finally, after telling this site about 9 times that I am not a robot, I downloaded the alleged update, installed it, and once again tried to run Malwarebytes. Oh, no! I've hit my device limit, which is 0 of 1. Huh?

I clicked on Open Account, then Manage Devices, and there is my MacBook Pro.

So now what? I don't see any way to actually CONTACT support other than posting something here. Malwarebytes IIRC was highly recommended by a national magazine and I've been happy with it — until now.

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3 minutes ago, LloydStamps said:

So now what? I don't see any way to actually CONTACT support other than posting something here.

License issues 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.

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9 minutes ago, LloydStamps said:

my device limit, which is 0 of 1. Huh?

I clicked on Open Account, then Manage Devices, and there is my MacBook Pro.

You could deactivate the device in my account and reactivate it on the device.

Edited by Porthos
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I don't see a way to deactivate the device in My Account. Screenshot attached, I think. When I open the program, it wants me to upgrade. Again, when I say "maybe later," I'm all-but-signed up for a free trial. When I look in "My Account" in the program, it says I am using the free version, but as the screen shot clear shows, I paid $42.64 on August 21, 2021.

Maybe I'm missing something but I don't usually have this sort of trouble with software.

Screen Shot 2022-04-11 at 2.27.26 PM.png

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  • Staff

Can you clarify a couple things?

First, where did you get the notification about your credit card expiring? Was it via e-mail, or elsewhere?

Second, are you certain it was referring to your credit card, or could it have said that your subscription was expiring? What expiration does it show for your subscription if you click the Subscriptions tab (shown at the top of the page, between Overview and Billing)? Please don't post a screenshot here, as it will contain your license key and other potentially sensitive information.

Third, on the same Subscriptions tab, does it show your Mac's correct name as the active device, or does it show a different device? The fact that your Mac is asking you to activate indicates that it is definitely not currently using an active license.

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It was one of the notifications that appears in the upper right of my screen, like calendar reminders. It stayed on-screen for a few minutes, but I didn't have my wallet with me at that time. I'm pretty sure it said "credit card." Several of my cards are expiring/renewing in May and other sites have noted that the card-on-file is expiring.

The Subscriptions page says Malwarebytes Premium expires 08/21/2022.

When I click on that box, it again gives that subscription expirration date; "Available devices 0 of 1 / buy more;" the license key and the registration number. Below that, it shows "Lloyd's 2021 MacBook" (I did purchase a new one last year) but says "Date added" was 07/26/2018. That would have been my previous MacBook Pro. When I replaced that one, I did a complete copy from my backup (Time Machine). In fact, my new MacBook Pro appeared as "Lloyd's MacBook Pro 2009," which was when I bought my first one, but I finally renamed it. That was last year, though, not this past weekend.

The line also says the last scan was 4 days ago.

There is a button to Add a device and three vertical dots, which allow me to edit or delete the existing device.

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  • Staff

I'm not sure what's going on, but transferring from an older Mac to a newer one doesn't work well in cases like this. You'd need to uninstall or deactivate on the older Mac first, then activate the license on the new Mac. Otherwise, it's going to  look like you're trying to activate a 1-device license on two devices at the same time, which could give unexpected results.

What I'd recommend doing is to uninstall Malwarebytes for Mac (by choosing the Uninstall option in the Help menu within the app). Then, reload the subscriptions page in your Malwarebytes account. If the device is still showing up there, remove it from the subscription within the account. Then, re-download Malwarebytes for Mac, reinstall it, and activate it with the license key listed on your account.

Once you've done that, let me know if you have any problems.

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Fixed it! The old MacBook Pro (with a broken keyboard) is still in use solely for streaming videos while on the exercise bike, and it still had Malwarebytes on it. I uninstalled the program there. Then as you suggested I went into the Subscriptions area of My Account and copied the license key there and entered it into the program on the 2021 MacBook. Thanks for your help!

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