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[ RESOLVED ] Cannot register my lifetime license key to my account

rajasiman
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rajasiman

rajasiman

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Hello,

Good day to you! I have a lifetime license key that I purchased back in 2015 and had been using it on my windows PC without any problems. I have the key as well as the receipt for the purchase. I had to contact support once in 2016 to reset the key as I got the message that the key could not be activated on multiple machines, which was not the case as I had formatted my PC and reinstalled windows fresh.

 

I am trying to activate the key on my new PC now, but I get the same message even though I do not have it activated on any other PC. I followed the instructions to add the license to my account (which I created now) but I get an error message "Unable to register License Key". I tried opening support tickets twice but both of the times the support ticket was directly closed with the following 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."

 

I have tried all I possibly can and do not want to spam the support system with tickets, so I come here for help. Any help would be appreciated! Thank you and wish everyone a nice day.

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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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Porthos

Porthos

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Posted
20 minutes ago, rajasiman said:

Am I understanding it correctly that the shop is fake?

No, but the key I bought back then to test was "oversold" to more than one user.

It will be up to support if the key is good. Someone will check on your ticket and reply.

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rajasiman

rajasiman

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Oh damn, I never knew this - the line item in the receipt even says Malwarebytes Anti-Malware PRO - Lifetime License / 1-PC.

I really hope they didn't "sell" this to more than one user. Nevertheless, thanks for your replies. I wish you a great day!

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rajasiman

rajasiman

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Well damn, I have not activated on multiple systems for this license to be blacklisted though? The only time I did this was back in 2016 when I formatted my PC without de-registering the license from my PC and tried activating it again on a new installation. The support representative back then reset my license and told me not to activate it on a new PC without deactivating it on the old PC first. How can I prove to you that I have not activated it on multiple PCs?

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rajasiman

rajasiman

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Hi, thank you for your reply. I submitted a ticket as instructed with the proof of payment and the original email invoice as PDF but that ticket got closed as soon it got opened as well. Here is the ticket ID #4244417. I would appreciate your assistance. Thank you and have a nice day.

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rajasiman

rajasiman

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Hi, good morning!

All I see in the email is the following:

Quote

Hello,

Thank you for submitting your support request!

This is an automated email just to let you know we received your request and created ticket 4244560 for you.

A support agent will respond to assist you with your ticket.

Thank you for joining us in our mission to ensure a malware-free existence for everyone.

How do I see what they requested further? Thank you for your assistance.

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