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Cannot get to cog to deactivate premium

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  • Root Admin

Please see if the following helps.


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If those options don't work, then please click the link below to create a new support ticket and someone will be happy to assist you.

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  • 3 weeks later...

I was able to restore my system after a crash. I had deactivated on my new windows install but really wanted to restore - finally was able - now I need to deactivate on the restored desktop but a window offering free trial for premium keeps coming up. I guess I should go with that and then I can get to the cog to deactivate. Around and around I go anymore--:-)


Anyway, will that solve my prob temporarily?

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  • Staff

You mentioned a "new windows install"... are you having this problem on a Windows system or on a Mac? If it's Windows, I'll move it over to the Windows forum.

That said, the basic solution should be the same for both. If you're trying to re-activate your Premium service on the same hardware it was running on before, you should be able to do that without any issues, using either a license key or via entering login credentials for your Malwarebytes account.

If this is on new hardware, or if you've tried the above and, for some other reason, it's telling you that you can't install on an additional device, you may need to manually remove the old machine from your account. Log in to https://my.malwarebytes.com in a web browser, then select your subscription. (You may have more than one, in which case you'll need to look at each of them.)

Within the subscription, you should see a list of devices using that subscription. Look for the old machine, then click the three dot icon to the right of that and click the Deactivate item. This removes that machine, freeing up that "seat" on your subscription to be used again.

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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
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How to use the Advanced Options:

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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

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Thanks in advance for your patience.

-The Malwarebytes Forum Team

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6 minutes ago, Dublin70 said:

I did the required action and mwb still sees something activated.  I also put in my email and pw and mwb says it's wrong. I just redid all of this so I know it's correct. Thanks.

You have several topics and this is confusing the issue.

What exactly can you not do?



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So sorry - I lost my admin password when I did a Macrium restore - for some reason it got garbled. This morning I was able to fix it - when I go to  mwb to the cog -- I say "deactivate" - a window then comes up that I have "reached my limit" or words to that effect. Don't know what to do with that. Also when I try to log in to my email acct on mwb I am told password and account are incorrect. I just fixed this this morning so not sure what the problem is. I guess I can say -- "fix my password" or whatever the terms are but I hate messing with it again. So that's the story. Thanks.

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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 3-10 weekdays for a response after the automated reply with your ticket number.

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I know exactly what to do to deactivate. and reactivate - it does not work. I sent another email on 10/24 (Malwarebytes Support ticket 4052922) regarding this and all I have received in return is a a RENEWAL notice. I am not going to renew sooner than my Nov 27 date - this subscription is valid and PAID FOR until then. Please fix this. Thank you. If it takes 10 days for you to fix, I could become infected that amount of time. 

Thanks again.


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