go8ckje Posted February 10 ID:1616722 Share Posted February 10 A 2 year license plan was last renewed in August 2020, recently shows "expired" on both webpage & software itself. Ticket number: 4537178 Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted February 10 Staff ID:1616723 Share Posted February 10 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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 Link to post Share on other sites More sharing options...
Porthos Posted February 10 ID:1616736 Share Posted February 10 2 hours ago, go8ckje said: A 2 year license plan was last renewed in August 2020, recently shows "expired" on both webpage & software itself. Ticket number: 4537178 if you did not make a mistake with your date then it should be expired. You will have to wait on your ticket. We can not fix license issues here on the forum. Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number. Link to post Share on other sites More sharing options...
go8ckje Posted February 10 Author ID:1616754 Share Posted February 10 Apologize for the misleading details, license was last paid in August "2023", not 2020. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted February 11 Root Admin ID:1616864 Share Posted February 11 (edited) I see your ticket. The license is valid. @go8ckje You should have gotten an email with the license number. It may be different from your old license number, please check that. Open the Malwarebytes program. Go to Settings, Account and see if the current number matches the new one from your purchase. If it does not match, then change the license. Create and manage your Malwarebytes Account https://support.malwarebytes.com/hc/en-us/articles/360039023753-Create-and-manage-your-Malwarebytes-Account Add a license key to My Account https://support.malwarebytes.com/hc/en-us/articles/360038516954-Add-a-license-key-to-My-Account Deactivate device from your Malwarebytes subscription https://support.malwarebytes.com/hc/en-us/articles/360038522574-Deactivate-or-transfer-your-Malwarebytes-license-key Activate & Manage License Key https://support.malwarebytes.com/hc/en-us/sections/4416574967059-Activate-Manage-License-Key- If you're unable to resolve on your own then you'll need to wait for someone in support to assist you. Please note that due to high ticket volumes it may be a few days to get a reply. Thank you Edited February 11 by AdvancedSetup Updated information Link to post Share on other sites More sharing options...
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