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[ RESOLVED ] Unable to get autorenewed subscription to activate

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Hello...I received a confirmation email about a week ago, confirming that my autorenewal had been successfully processed for my Malwarebytes Premium (4.5.12) subscription, and that my credit card had been charged (which I confirmed by checking my credit card charge activity, and it is also showing on the completed orders page of my Malwarebytes.com account).  However, in the desktop application on my computer, I keep getting a pop up that says Malwarebytes was unable to renew my subscription, and that I need to update my payment info (which makes no sense, because the charge has already gone through so obviously they have the correct payment info).  If I click on "update payment info", I can see that the existing info is correct, so I do not want to change it...and I'm afraid if I resubmit the existing info I will be charged twice.  The desktop application currently says that my subscription is expired but has been temporarily extended, but I don't know for how long, and I am concerned about not being protected if the extension runs out before I can resolve the problem.  It looks like the license key provided in the renewal confirmation email is different than the one currently showing in the desktop application, so I attempted unsuccessfully to activate the new key, both within the desktop application by changing the key, and also via the Web account...at first both the old and new keys were showing on my Malwarebytes.com account with an Activate button option (which did not work when I clicked on it), but now I can only see the old key, and it is showing twice on the same page, with NO Activate button available.  I did not want to click the Download button option, because I already have the program downloaded.  I submitted a support ticket four days ago (Ticket #3957260), but have not received a response yet.  I need help getting my renewed subscription to activate, please.

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  • Staff

***This is an automated reply***


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:

  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.













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


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

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10 minutes ago, MDMD74 said:

I submitted a support ticket four days ago (Ticket #3957260)

You need to wait on the ticket response.

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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  • 2 weeks later...
2 minutes ago, MDMD74 said:

Thank you, Porthos.  I have now received a response to the ticket I submitted, and it seems as though they were able to fix the issue.  Hopefully the automated renewal process will go more smoothly next year!  🙂

Any thing else we can assist with before I close this topic?

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