[ RESOLVED ] Malwarebytes Premium Lifetime license problem

[pawelcek]

Dear,

After several years of using the Malwarebytes Premium,  recently someone remotely deactivated my license key  so that the program started in the free version. When I tried to re-enter the license key, the program refused to activate and an icon appeared that read: "License key error. There's an issue with your license key. Please contact Support."

I contacted support and opened Malwarebytes Support ticket 4208539.
It's been over a month since then and I still haven't received any response from support. I did not open any additional support tickets during this time period and there was no response from the support team in the junk/spam mailbox either.
Thank you in advance for help and solution to the mentioned problem.

[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:

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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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

[Porthos]

@pawelcek Have you checked your my.malwarebytes.com account? Use the email you used to purchase your license from Malwarebytes.

[pawelcek]

Unfortunately, it doesn't work even through the account. It says "Unable to activate device"

[AdvancedSetup]

I have requested that someone make a follow up.

Thank you

 

[AdvancedSetup]

Support has replied to you in a new ticket. Please follow up with them @pawelcek

 

[pawelcek]

Dear,

Thank you very much for quickly connecting me to help support, so that we could quickly start solving my problem.

I am very pleased with your friendly and professional approach. On the basis of the license ownership certificate, without hesitation the licence help support replaced the blocked lifetime key with a new working lifetime key. Thank you for your efforts and help.

[Porthos]

Closing this topic as it's been resolved.