[ RESOLVED ] My Account says I do not have a subscrition.

[SWrobel]

This is a similar situation as JJ1966 had posted on May 29th, 2020.  

Background:

My hard drive (containing my MalwareBytes active application) failed and I wound up replacing the failed hard drive and upgraded Windows 7 to Windows 10.  When I tried to re-install my MalwareByte license (1 PC/1Yr expiring 6/11/2022), the application says my license has been used and to deactivate the subscription to be able to re-activate it on the new hard drive.  When I looked at my account, it does not show any subscription to deactivate.  

Current situation:

I opened a support ticket 3829185 on April 19th and have not heard back on what to do.  I still have the license card and the key.  I downloaded the free Premium application but it will be expiring in 5 days.  Please, Please advise me to what I need to do.

[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:

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:

Spoiler

 

 

 

 

Spoiler

 

 

 

 

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

[SWrobel]

Here is a link to JJ1966's issue:  

 

[Porthos]

1 hour ago, SWrobel said:

I still have the license card and the key. 

If you have a key card from a purchase, It has to be manually added to your account.Add a license key to My Account

Where exactly did you purchase Malwarebytes?

[SWrobel]

I purchased it from WalMart last year. 

I will try manually adding it . . . that did it.  I now have my account updated and I was able to deactivate the old PC hard drive and re-activate the license on this repaired PC hard drive.  Thanks, no more head aches.

[Porthos]

13 minutes ago, SWrobel said:

I purchased it from WalMart last year. 

I will try manually adding it . . . that did it.  I now have my account updated and I was able to deactivate the old PC hard drive and re-activate the license on this repaired PC hard drive.  Thanks, no more head aches.

Great I was able to give you the info for you to fix this.

For other posters/readers, If yo do not buy directly from the Malwarebytes site, the system cant know "who" purchased the license and has to be added manually to a users account..

The reason I asked where the licensee was purchased is many buy keys from unauthorized vendors and they activate at the time of purchase but when an issue like this poster happens, the key is actually invalid and cant be added to the online account and user is out of luck.

Moral to the story is to always buy from the Malwarebytes store or at a real store like this user did and there is no issue that can not be corrected one way or another.

 

[Porthos]

Closing this topic as it's been resolved.