Jump to content

Lifetime license AND verification code issue


Recommended Posts

First I can not run the tool, so no point in asking.

I've had this issue with 1 computer since May 7th. (I have 5 lifetime licenses running on different devices; the other 4 have no issues). The computer in question is running a 32 bit version of Windows 7 and reverts my lifetime license to free and disables the 4 protection modules.

I did download and install v 4.3 on May 12 then updated it to 4.5.9 which was current then. It is now running v 4.5.13.  Since then every few days or up to 2 weeks my MBAM loses it license so I open the account, click on Activate license, sign in with my License ID and License key and am told I've reached the device limit so I click on Open My account.

Today I am not able to get into my account. I now have 5 verification codes emails sent to my email address and every time i either copy and paste or type in the code that was sent, I get Verification code is incorrect.

I need help being able to get into my account, remove the 3 dates that keep changing that says MBAM was activated and get this one working.

I can supply by PM or email the date of purchase of MBAM, the License ID, the License Key and my full name, address and whatever other information you need.

Link to post
Share on other sites

  • 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:

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

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

Link to post
Share on other sites

2 minutes ago, plodr said:

I can supply by PM or email the date of purchase of MBAM, the License ID, the License Key and my full name, address and whatever other information you need.

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.

Link to post
Share on other sites

I contacted the support desk in May. It might have been May 11th. I didn't write the date down. So far, I have NEVER received a support ticket from them in over 3 months.

 

I have one email address for the forum and a different email address for my Malwarebytes account. When I click the link for a "new" request, which email address should I use?

Link to post
Share on other sites

  • Root Admin

Thank you for the private message @plodr

There currently are no support tickets for either email address that you provided me with.

If you're having any licensing issues you'll need to create a support ticket to have someone assist you.

Please click on the link below and fill out the form and a ticket will be created for you and you should get an automated reply within a few minutes to acknowledge creation of the ticket.

Consumer Support
https://support.malwarebytes.com/hc/en-us/requests/new

Thank you

 

Link to post
Share on other sites

I've filled out another support ticket with one of those addresses.

I have to say, it was hard to get the blanks for the issue to remain filled in. After I selected something, it kept going blank then complaining it was blank when I hit the submit button.

I just checked email and I have an automated response and a ticket number so it looks like it was submitted correctly.

Thank you both for your assistance.

  • Like 2
Link to post
Share on other sites

Tonight I decided to try a different browser. My default browser is FF ESR. I decided to see if Brave, which is closer to Chrome would work. It did!

My verification code was accepted and the new dashboard opened. It took me awhile to figure out what to do to manage this device so I could remove the 3 activations it listed. I removed them and then was able to activate my license.

I still want to talk with support so I'm keeping the ticket open - no response yet but when they respond, I will try to set up the other devices.

 

  • Like 1
Link to post
Share on other sites

It's been 10 days and nothing from support, other than a support ticket number on the 17th.

MBAM updated to 4.5.14 and so far I haven't reverted to the Free version, which usually happens when it updates to a new version. I've noticed when I hover my mouse over the icon, I no longer get a popup showing me the version and the word premium. I have to open the program to see the version. If I right click, I can see that all 4 protections are loaded so that means it is still a Premium version.

Link to post
Share on other sites

  • Root Admin

Issue appears to be resolved. I see on your ticket 3969273 that you just asked another question. You support agent may have left for the evening, so will probably reply back again sometime tomorrow.

I will go ahead and close this topic now since this is not a technical issue for the forums.

Take care and thank you for using Malwarebytes

 

Link to post
Share on other sites

Guest
This topic is now closed to further replies.
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.