Cannot get to cog to deactivate premium

[Dublin70]

When I want to sign in to MWB - email is asked for - also want a password - do I put in MWB password or my email password. Thanks.

[Porthos]

4 minutes ago, Dublin70 said:

When I want to sign in to MWB - email is asked for - also want a password - do I put in MWB password or my email password. Thanks.

Your online account or your Malwarebytes program itself?

[AdvancedSetup]

Please see if the following helps.

 

Create and manage your Malwarebytes Account

https://support.malwarebytes.com/hc/en-us/articles/360039023753-Create-and-manage-your-Malwarebytes-Account

Manage your payment information in My Account

https://support.malwarebytes.com/hc/en-us/articles/360038522934

Manage auto-renewal of your Malwarebytes subscription

https://support.malwarebytes.com/hc/en-us/articles/360044589954-Manage-auto-renewal-of-your-Malwarebytes-subscription

Activate & Manage License Key

https://support.malwarebytes.com/hc/en-us/sections/4416574967059-Activate-Manage-License-Key-

Install & activate Malwarebytes personal products

https://support.malwarebytes.com/hc/en-us/articles/1500007196741

Change my email address in My Account

https://support.malwarebytes.com/hc/en-us/articles/360038522894-Change-my-email-address-in-My-Account

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.

Consumer Support

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

Thank you

 

[Dublin70]

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?

[Dublin70]

OK - I did do that but now system doesn't recognize my admin password. Anyway, once I fix that I will be able to deactivate.

[treed]

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.

[Dublin70]

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.

[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:

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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.
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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:

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

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For any of these issues:

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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

[Porthos]

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?

 

 

[Dublin70]

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.

[Porthos]

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.

[Dublin70]

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.

[AdvancedSetup]

Someone from support will assist you soon.

Thank you for your patience @Dublin70

 

[Dublin70]

All set, all fixed -- in the usual fine Malwarebytes fashion. Thank you.