I couldn't deactivate my malwarebytes license and now it's in the limbo

[Uller]

Hello, I have my malwarebytes unlimited license for years (license which I can't add to my account), but I had to reinstall windows without the possibility of deactivating the license on the computer, and now that I try to activate it again with the new operating system , mention that the limit of devices has passed, when it is the same computer, is there a solution for this problem?

[Malwarebytes]

***This is an automated reply***

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[Porthos]

Just now, Uller said:

I try to activate it again with the new operating system , mention that the limit of devices has passed, when it is the same computer

Reinstalling the OS means a new computer.

 

1 minute ago, Uller said:

is there a solution for this problem?

2 minutes ago, Uller said:

(license which I can't add to my account)

Where and when exactly did you purchase the license from?

[Uller]

2 minutes ago, Porthos said:

Reinstalling the OS means a new computer.

 

Where and when exactly did you purchase the license from?

I bought it physically like 4 or 5 years ago from a friend physically

[Porthos]

Just now, Uller said:

I bought it physically like 4 or 5 years ago from a friend physically

Licenses are not transferable to other people. Was it a boxed copy or was it purchased directly online from Malwarebytes?

[Uller]

Just now, Porthos said:

Licenses are not transferable to other people. Was it a boxed copy or was it purchased directly online from Malwarebytes?

Boxed copy

[Porthos]

Just now, Uller said:

Boxed copy

Million dollar question, Do you have the official key card that came in the box?

[Uller]

1 minute ago, Porthos said:

Million dollar question, Do you have the official key card that came in the box?

not really I threw the box and all its contents away a couple of years ago, i just have the codes digitally, license key and license ID

[Porthos]

11 minutes ago, Uller said:

i just have the codes digitally, license key and license ID

You have 2 issues. One you do not have an acceptable proof of purchase.

second, The boxed ones were never assigned to an account so you should have been able to add it.

Since it would not let you add it. "Someone" registered it with some unknown email address and that person's email now OWNs the key...

it leaves you out of luck.

Support is the only and final say on license issues and if they require proof of purchase they will probably see it was registered to someone else's email and you will be out of luck.

You could try but without a my.malwarebytes.com account with an active license, they will close the ticket and you will be out of luck and will have to purchase a subscription.

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 3-7 weekdays for a response after the automated reply with your ticket number.

Edited June 2, 2023 by Porthos

[AdvancedSetup]

It was printed on the card DO NOT DISCARD

Without physical proof of purchase or physical access to the DVD and installation card there isn't much we can do to assist you.

Thank you