Unable to Register License Key on Account

[ZabJab]

Hello, support:

I have a license ID and license key for a purchase I made years ago. I had Malwarebytes Premium working on my laptop a few days ago perfectly fine. However, I had to reformat my laptop, and in the process of that, my Malwarebytes was deleted without a deactivation. When I try to activate the device on a fresh reinstall of the program, I get told that I have hit my device limit. So I figured, well, I could create an account and register my license online and then deactivate a device from an account. When I tried to do that, I get a red message that states "Unable to register License Key."

 

Would appreciate any help you can provide. Thank you!

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

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[Porthos]

5 minutes ago, ZabJab said:

Would appreciate any help you can provide. Thank you!

This is one issue only the support desk can address. The forum can not deal with license issues.

 

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.

Please provide your proof of purchase to support with your request.

Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number.

[ZabJab]

When I use that, my ticket gets rejected because it doesn't recognize a subscription with the email. The email I purchased Malwarebytes with was a university email back in like 2013 that I no longer have access to because the university deleted the email.

Please don't tell me that because the original email account from years ago does not work that my license ID and license key can never work again.

[Porthos]

2 minutes ago, ZabJab said:

The email I purchased Malwarebytes with was a university email back in like 2013 that I no longer have access to because the university deleted the email.

Try to respond to the email from support with the above-added info. Hopefully, you will get a different response.

What was the "closed" ticket number?

[ZabJab]

The closed ticket number was: Support ticket 4203374

I received this message:

Thank you for contacting Malwarebytes support, we're unable to locate a subscription with the email provided. If another email address was used to purchase your subscription, please submit a new ticket with that email address.

If you are using our free trial product and:

•  
• Are interested in becoming a Malwarebytes customer, check out our available plans here
• Need additional help, visit our Forums
  
   

Please do not reply to this ticket as the ticket has been closed.

Regards,

Malwarebytes Support

Edited March 19 by AdvancedSetup
Corrected font issues

[Porthos]

2 minutes ago, ZabJab said:

If another email address was used to purchase your subscription, please submit a new ticket with that email address.

Did you do this??

[ZabJab]

Well, I can provide my old email address, but if they send a response message to it, I can't receive it because it's no longer in existence. So I'm afraid they'll be sending messages to a dead account. I won't be receiving the messages with my current email address.

[Porthos]

Just now, ZabJab said:

I won't be receiving the messages with my current email address.

Put your current email in the request made with the old one and explain you have no access to the old address.

[ZabJab]

Okay. I will do that, but I think the rejection is automated because the closed ticket email came at the same time that the support request email showed up. I will try the above, but I am pretty sure it just automatically rejects responding to emails that are not in the subscription system.

[Porthos]

1 minute ago, ZabJab said:

but I am pretty sure it just automatically rejects responding to emails that are not in the subscription system.

Your old email should be in the system if you purchased it directly from Malwarebytes.

[ZabJab]

It probably is in the system, but they will send a communication to my old email that I can no longer access. So they will be communicating with a dead email.

Meaning I won't be receiving their messages to help me with the account issue. Unless you're saying they'll just resolve the issue on their own without communicating with me. In that case, sure I can try it.

[Porthos]

1 minute ago, ZabJab said:

but they will send a communication to my old email that I can no longer access.

That is what you put in the comments and provide the new email.

[ZabJab]

Okay. I put the old email in the email field and left a message like:

"

Hello, support:

I have a license ID and license key for a purchase I made years ago. I had Malwarebytes Premium working on my laptop a few days ago perfectly fine. However, I had to reformat my laptop, and in the process of that, my Malwarebytes was deleted without a deactivation. When I try to activate the device on a fresh reinstall of the program, I get told that I have hit my device limit. So I figured, well, I could create an account and register my license online and then deactivate a device from an account. When I tried to do that, I get a red message that states "Unable to register License Key."

Please contact me at [new email]. I have no access to the [old email]. It is an old university email account that is no longer in existence. 

Would appreciate any help you can provide. Thank you!"

Hopefully it goes through and they contact me at the new email.

[Porthos]

Now, what is the ticket number for that new request?

[ZabJab]

Just now, Porthos said:

Now, what is the ticket number for that new request?

I have no idea. That's the point. The ticket number is going to the old dead email address. It won't go to my new one. It only goes to the email you have in the email field, and if the email in the email field is not associated with a subscription, it automatically get rejected. That was my problem above.

Which leaves me with the sickening feeling of thinking that my license key and license ID might end up being unusable due to a dead email address, and I was just using MBM days ago.

[Porthos]

Just now, ZabJab said:

That was my problem above.

I know the auto ticket number will not generate. You will have to wait for an agent to contact you at the new address.

It can take a few weekdays.

Update this thread if you do not get a reply by next weekend,

[ZabJab]

Just now, Porthos said:

I know the auto ticket number will not generate. You will have to wait for an agent to contact you at the new address.

It can take a few weekdays.

Update this thread if you do not get a reply by next weekend,

I sure will. Sorry if I sounded a little short there; I appreciate your help.

[ZabJab]

Also, can MBM recognize if a device has not been used in a while? Will it automatically deactivate on a device due to no use? Because that would be a way for me to use my license ID and license key again (assuming it is not an inordinately long time).

[Porthos]

2 minutes ago, ZabJab said:

Will it automatically deactivate on a device due to no use?

Do not know. But if so, it would be a very long time.

You will be asked for some personal info to prove you are the owner of the license. Do not know what info but at least your name and some info about the card used for purchase.

[ZabJab]

The card was like ten years ago at this point. I can tell them the device that it was on, my name, and that information. Hopefully, that's sufficient.

[Porthos]

3 minutes ago, ZabJab said:

The card was like ten years ago at this point. I can tell them the device that it was on, my name, and that information. Hopefully, that's sufficient.

That is between you and them. They are the final say.

 

[ZabJab]

I hope so. I love Malwarebytes. Thank you for your assistance.

[AdvancedSetup]

Good day, @ZabJab

What is your ticket number now?

If you purchased years ago, you will need proof of purchase that you'll need to submit to your support ticket.

 

[ZabJab]

5 hours ago, AdvancedSetup said:

Good day, @ZabJab

What is your ticket number now?

If you purchased years ago, you will need proof of purchase that you'll need to submit to your support ticket.

 

Hi, AdvancedSetup,

I don’t have a ticket number yet. I used the old email in the email field. I don’t have access to that email because it was deleted by my undergrad university because they don’t store emails on their servers forever.

If I use my current email, it gets automatically rejected because that email isn’t associated with a license key.

So my only hope is that they read the contents of the message using my old email address and choose to contact me via my new email address. So far, I’ve gotten no response.