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Lifetime key suddenly no longer working


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Hi all,

Thank you in advance to anyone who replies.

Had to create an account with an unrelated email address as do not have access to actual account.

I bought a Lifetime key and up until around an hour ago, it was working without issue, but then it suddenly switched to the Free version (4.5.9). Unfortunately, I currently do not have access to the email address used to order it so I'm a bit stumped as to what to do (currently trying to regain access to account).

Whilst I cannot remember the license key itself, I know the tamper setting details so I inputted that and it said I needed to "create an account first"... but I can't since I cannot remember the details -- I've never been asked to log in via My Malwarebytes or to create an account -- all I had to do was input the License key and that was it.

I ran the Support tool and have the "mbst-grab-results" -- would the key be anywhere in there?

 

Chances are the person who sold me the code was not authorized to do so, and that'd suck but I'm curious if that were the case, why would it have worked for years without issue?

Any help would be gratefully appreciated.

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***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
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  • 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
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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.
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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.
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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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12 minutes ago, Glyfu said:

I currently do not have access to the email address used to order it

 

12 minutes ago, Glyfu said:

Chances are the person who sold me the code was not authorized to do so

You did not buy direct from Malwarebytes?

 

12 minutes ago, Glyfu said:

Whilst I cannot remember the license key itself

12 minutes ago, Glyfu said:

I ran the Support tool and have the "mbst-grab-results" -- would the key be anywhere in there?

Not it is not.

You are out of luck if you do not know the key and if it was not purchased direct.

We do not have any access but even though it might not be of any help considering,

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.

 

Edited by Porthos
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