License and Activation Issues

[JustCallMeGenji]

So I recently encountered an issue with my Malwarebytes Premium subscription.

When I booted up my PC today, I noticed that my MWB had been downgraded to Free after having been successfully renewed in early August of 2022.

I tried everything from uninstalling and reinstalling MWB multiple times, doing a clean install through the Support Tool, and even went as far as buying a new license key after being told that the key that had been renewed was completely invalid / expired via my account page.

Once I had purchased that new key, I refreshed my account page and it then showed both subscriptions as active and I don't want to attempt a refund on either until I get this resolved.

I then tried to activate BOTH keys within the MWB software only to get the "installation token not found" error on BOTH keys even after upwards of 10+ clean installs / reboots.

I have tried multiple clean installs, multiple reboots, and I have 2 separate support tickets open right now, one for the initial subscription showing as invalid, and one for this issue.

I even followed everything within this forum post to no avail
https://forums.malwarebytes.com/topic/245501-resolved-installation-token-not-found-it-does-not-let-me-add-license-key/

I already have everything on hand from the invoices showing that both subscriptions were successfully paid for / renewed, the emails regarding the my 1st subscription's expiration and successful renewal, and the FRST check logs from when I ran the check just to be 100% sure. If needed, I can / will re-run the FRST check and post the updated logs.

Everything that I downloaded / purchased was legitimate software directly from the official MWB website, which is why I'm confused as to why this is even happening in the first place.

The only thing that I can think of that may have caused an issue was when I removed my phone as one of the protected devices on the initial 1st subscription that supported 3 devices, but even that might be a stretch.

Any and all assistance would be greatly appreciated.

 

[Malwarebytes]

***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

 

 

 

 

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

[JustCallMeGenji]

I also forgot to add that NO method of activation works for either key.

If I try using the "activate" button through the subscriptions tab, it gives me a "cannot activate device" notification for both subscriptions.

[Porthos]

25 minutes ago, JustCallMeGenji said:

Any and all assistance would be greatly appreciated.

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.

Be aware it is a 3 day holiday and tickets will be delayed bit more than normal.

[JustCallMeGenji]

2 minutes ago, Porthos said:

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.

Be aware it is a 3 day holiday and tickets will be delayed bit more than normal.

Is there a way that I could either view / delete the previously submitted support tickets and resubmit one that's a bit more "complete" as far as detailing all of the issues that have arisen in the last 2 hours?

[Porthos]

12 minutes ago, JustCallMeGenji said:

Is there a way that I could either view / delete the previously submitted support tickets and resubmit one that's a bit more "complete"

Every time you submit a ticket you delay the response. Wait for the actual response after the ticket number to respond with any added info.

[JustCallMeGenji]

So, I just (accidentally) fixed it.

I went back to the Support Tool, used the Windows repair options, and reset everything but the firewall settings just to cover all of my bases.

After the reboot, I was able to open MWB and use the NEW key to successfully activate the license.

I also went back and checked my account page and the old license was re-added to the expired tab (so I no longer have 2 active subscriptions).

I decided to check the old license key again by attempting to change the new key back to the old key and it gave me the same "license is expired" message.

So, I guess it was just the old license key and some of the Windows files that were the issue(?)

Now my only other question is, because the expired license's renewal date was roughly 30 days ago, it should still fall under the 60 day refund policy. Should I pursue a refund on that renewal?

[Porthos]

8 minutes ago, JustCallMeGenji said:

Now my only other question is, because the expired license's renewal date was roughly 30 days ago, it should still fall under the 60 day refund policy. Should I pursue a refund on that renewal?

Just wait on support (no new tickets please) and discuss it with them. We here on the forum have nothing  to do with any licensing issue.

Edited September 4, 2022 by Porthos

[JustCallMeGenji]

That was the plan.

Thanks for pointing me in the right direction.