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Malwarebytes Premium Lifetime license keeps disabling itself

AndreaDlz
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AndreaDlz

AndreaDlz

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Hello team, 

I'm facing an issue that I've seen a couple of times in these forums, where my Lifetime license every 2/3 days becomes disabled, and I need to remove "phantom" devices from the website in order to re enable it.

I'm attaching a screenshot of what it looks like before and after I adjust this in the website.

I have already opened a ticket (4036623) on October 7th but I still haven't received any feedback.

 

Thanks

Capture.PNG

Capture2.PNG

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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:

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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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Porthos

Porthos

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26 minutes ago, AndreaDlz said:

I have already opened a ticket (4036623) on October 7th but I still haven't received any feedback.

Have you checked you spam/junk folder for a response?

Have you complicated your issue by submitting any additional tickets? If not please don't as that delays response.

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isaacl

isaacl

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Having the same issue with one of my licenses, opened a ticket and will hopefully hear back eventually, but the fact that this is suddenly happening to a bunch of people in the past short while makes it seem like this is more of a bug than something actually being compromised or a serial number leaked or guessed, hoping they'll replace the license either way, but I'd like to get a reply from someone who might know more about this...

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  • 2 weeks later...
AndreaDlz

AndreaDlz

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On 11/17/2022 at 10:20 AM, GaryTa said:

HI aNDREA , any updates on this issue from support ? 

I am still waiting without a response from support after receiving a auto reply... 8 weeks roughly.. 

 

Not sure how good of a suggestion mine will be, but opening a thread here got some visibility on my ticket.. that, or try replying to AdvancedSetup above.

It seems that my issue is solved, or at least for the past few days I haven't had it reset on me anymore. They provided me a small tool to change my Machine ID, ran the process, and so far so good!

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