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App automaticly take me back to free version after some time


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Hello there,

I reinstall software entirely and activated licence on my account on website.

In app everything works fine but only for a while, because after 1-2 days Malwarebytes get back itself to free version then I need to deactivate licence on website and put it again in the software - and then it works again.

Can you fix this? Because it's a obviosly a bug.

 

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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:

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  3. Place a checkmark next to Accept License Agreement and click Next
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  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. 
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  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
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  15. Malwarebytes for Windows will open once the installation completes successfully.

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If you are having licensing issues, please do the following: 

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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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9 minutes ago, Civ20 said:

Can you fix this? Because it's a obviosly a bug.

This 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. Additional tickets will increase the delay.

Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number.

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  • Root Admin

It's quite likely that either your computer or your email has been compromised. Thus an attacker is able to see your information and use it to sell to other people online.

Please consider creating a new email account from another phone or computer you've never used before and you're reasonably sure is clean.

 

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  • Root Admin

We can help you here to ensure a computer is clean. The phone would not be quite as easy. Also, if you own your own router that can be factory reset

Let us know if you'd like help to scan and clean a computer

 

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No, neither my computer or email are compromised.

I didn't have any malware and I log on your website with gmail account which is two factor secured and I don't see any devices on my account that isn't mine.

I think that there is a bug, because when I registered new license in your panel was information about previous registration 3 years ago. But of course, if problem appear again I will contact help desk.

 

 

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