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Installing Malwarebytes - New Subscription For 2nd Computer - Problem


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Hello

I've been using Malwarebytes for 20 years. I paid for a NEW premium subscription for a 2nd computer last December but only recently have tried to install it in my 2nd computer. The application is requesting I need to 'DEACTIVATE' Premium from my 1st computer BEFORE I can install the New Premium Subscription in my 2nd computer? Yes I have a NEW License Key but still cannot install Premium in my 2nd computer ...

Can someone shed some light please?

Thank You

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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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  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.
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  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: 

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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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9 minutes ago, CarpenterMate said:

The application is requesting I need to 'DEACTIVATE' Premium from my 1st computer BEFORE I can install the New Premium Subscription in my 2nd computer?

Did you ever use that new key on any other computer at all? Even for a minute?

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3 minutes ago, CarpenterMate said:

Perhaps I should cancel that coverage and start over again because I've been paying for a subscription (without a machine).

Question,

It was purchased directly from Malwarebytes website?

You have already basically "wasted" 5 months of the subscription by not installing it up to now.

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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7 minutes ago, CarpenterMate said:

BEFORE I purchase another subscription for a secondary machine

 

22 hours ago, CarpenterMate said:

and a request to cancel any new subscription.

Both questions do not make sense together. You should have gotten the one you had working.

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"You should have gotten the one you had working" 

????

I'm not sure you understand? I've had an active subscription for 20 years, (still have it).

As I indicated, its the 'secondary' subscription that I signed up for last December that I'm asking about. Due to illness I never activated it (never got the 2nd computer to function until now).

Thanx

 

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