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HELP transferring LIFETIME LICENSE from a DEAD computer to a new computer.

PDK

By PDK
in Malwarebytes for Windows Support Forum

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PDK

PDK

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We have a DEAD computer that has a LIFETIME LICENSE key (NOT a SUBSCRIPTION) installed on it.  We are trying to transfer that LIFETIME LICENSE key to our new laptop.  I have emailed Malwarebytes a few times through the chat function and each time I receive instructions on how to transfer a SUBSCRIPTION from one computer to another.  A LIFETIME LICENSE isn't the same as a SUBSCRIPTION.  I do not have access to our old computer as it is completely DEAD, so we cannot remove the LIFETIME LICENSE from that DEAD computer.  We do know the LIFETIME LICENSE key, but we cannot find any place to load it or transfer it or remove it from the old DEAD computer.  PLEASE HELP.  

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Malwarebytes

Malwarebytes

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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
  • 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

 

 

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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

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1PW

1PW

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Hello @PDK and :welcome:

The license on the dead computer can first be deactivated thru the my.malwarebytes.com site. Then, reactivated on the replacement computer. If you have already established an account there please follow Option 2 in the following support article:

   Deactivate or transfer your Malwarebytes license key

Thank you.

Edited by 1PW
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Porthos

Porthos

Posted
Posted
18 minutes ago, PDK said:

We have a DEAD computer that has a LIFETIME LICENSE key (NOT a SUBSCRIPTION) installed on it.  We are trying to transfer that LIFETIME LICENSE key to our new laptop.  I have emailed Malwarebytes a few times through the chat function and each time I receive instructions on how to transfer a SUBSCRIPTION from one computer to another.  A LIFETIME LICENSE isn't the same as a SUBSCRIPTION.  I do not have access to our old computer as it is completely DEAD, so we cannot remove the LIFETIME LICENSE from that DEAD computer.  We do know the LIFETIME LICENSE key, but we cannot find any place to load it or transfer it or remove it from the old DEAD computer.  PLEASE HELP.  

Do you have your account at my.malwarebytes.com? You have to deactivate the licensee in there.

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PDK

PDK

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Thank you to 1PW and Porthos for trying to help. 

Responding to 1PW:  As mentioned in our original question, our old laptop is DEAD, and cannot be accessed, so we cannot use option 2 in the support article you mentioned, as that option requires that we have access to the old laptop.

Responding to Porthos:  Yes, we DO have an account with my.malwarebytes.com, but that only shows our SUBSCRIPTIONS, it does not show our LIFETIME LICENSES. 

To further clarify: We have 6 computers in our family.  3 are covered by SUBSCRIPTIONS, and 3 are covered by LIFETIME LICENSEs purchased prior to 2014 when LIFETIME LICENSES were sold by Malwarebytes.  We know the LIFETIME LICENSE keys, but we cannot access the one DEAD computer to remove the LIFETIME LICENSE key from that computer so as to be able to load it on the new computer.

 

PLEASE HELP

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Porthos

Porthos

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Posted
5 minutes ago, PDK said:

"Unable to register License Key"

I tried with all 3 of our LIFETIME LICENSES, and all 3 have this error.

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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PDK

PDK

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I tried twice and they keep telling me to go into my SUBSCRIPTIONS.  This response doesn't help because this computer doesn't have a SUBSCRIPTION, it's one of the 3 LIFETIME LICENSEs we own.  I've clearly stated this in several help requests but keep getting the same answer.  It's almost as if the company is trying to get long time customers to abandon their LIFETIME LICENSEs.

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PDK

PDK

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We bought the 3 keys from Malwarebytes many years ago when they sold LIFETIME LICENSES.  

Thanks for sending the photos of the various steps.  Those are EXACTLY the steps we have tried with the KEY plus ID we are trying to transfer.  We then also tried the same steps with the KEY plus ID on the other two LIFETIME LICENSES we own.  We get the error message on all 3 LIFETIME LICENSES.  We know that those 3 LIFETIME LICENSES are owned by us because they have been on our computers for many years and are actively working, and we have previously transferred them to new computers without issues (through the mechanism where you remove it from the old computer and add it to the new computer - which we cannot do here because the old computer is dead). 

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