3 devices used but only 2 devices listed?

[FindoGask]

I am unable to activate a 3rd machine on my Premium licence- it says my device limit exceeded.  I only have 2 devices listed, although the subscription overview page says 0/3 available.

How can I re-gain my 3rd install?

I submitted a support ticket but received the message 'we're unable to locate a subscription with the email provided'

Despite it being my correct email address for the subscription

[Malwarebytes]

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[Porthos]

2 minutes ago, FindoGask said:

How can I re-gain my 3rd install?

You have to deactivate the unused computer.

3 minutes ago, FindoGask said:

I submitted a support ticket but received the message 'we're unable to locate a subscription with the email provided'

Despite it being my correct email address for the subscription

That I cannot answer.

[Porthos]

5 minutes ago, FindoGask said:

I only have 2 devices listed, although the subscription overview page says 0/3 available.

I would deactivate all and start over.

[FindoGask]

is there a deactivate All option? I only have 2 devices listed on my device page, so if i remove them both I still won’t have my 3rd install 

[FindoGask]

4 hours ago, Porthos said:

You have to deactivate the unused computer.

That I cannot answer.

how do I do that when the device isn’t listed in my account? 

[SPDIF]

It should work if you deactivate them in my malwarebytes. If not, it could be someone else is using it. If that computer is on or online, it self registers itself every time you de-activate it in my malwarebytes. That's why you should check if another computer or so still use it. And de -activate all you now, maybe you forget one device? Like your phone.

[Porthos]

25 minutes ago, FindoGask said:

I only have 2 devices listed on my device page

What are those 3 devices you want to use? What kind of devices are the 2 that are showing?

[FindoGask]

13 hours ago, SPDIF said:

It should work if you deactivate them in my malwarebytes. If not, it could be someone else is using it. If that computer is on or online, it self registers itself every time you de-activate it in my malwarebytes. That's why you should check if another computer or so still use it. And de -activate all you now, maybe you forget one device? Like your phone.

it’s possible that I didn’t de-activate an old machine before wiping the hard drive, either way there is no option to reclaim the 3rd licence via Malwarebytes website; this is my issue. My other issue is that MB support don’t recognise my email address and reject my ticket; this is a fault on the MB side and I feel like I am shut out of support

[FindoGask]

13 hours ago, Porthos said:

What are those 3 devices you want to use? What kind of devices are the 2 that are showing?

the 2 machines currently using the software are windows computers and I want to add another computer

[Porthos]

11 minutes ago, FindoGask said:

it’s possible that I didn’t de-activate an old machine before wiping the hard drive

That will do it.

12 minutes ago, FindoGask said:

My other issue is that MB support don’t recognise my email address and reject my ticket

I have asked someone to look into it for you.

[Porthos]

What was the support ticket number please?

[FindoGask]

23 minutes ago, Porthos said:

What was the support ticket number please?

I tried the same request again after the first rejection so there are 2 identical;

4377502

4377520