[ RESOLVED ] Malwarebytes Anti-Malware lifetime licenses issue

[Aeolis]

In 2013, I purchased two lifetime licenses for Malwarebytes Anti-Malware from a reseller in Brazil (software.com.br - Targetware).

Recently, I had to format my PC and when I tried to enter one of the licenses, I received a message that they could not be activated.

I have read the information on the support pages and followed their instructions, but I received the message “your license cannot be registered” - see the attached image. I opened a support ticket (Malwarebytes Support ticket 4617529) which was closed because no licenses were found associated with my email.

I have the invoice for the purchase. I need help.

Best regards,

Bruno Eduardo

[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:

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

[Firefox]

Sorry your having issues activating your device. License issues can only be handle by the HelpDesk.

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

[Aeolis]

Dear Firefox,

As I already informed in my previous message, I already opened a support ticket and it was quickly canceled by a robot, I am sure that a human being did not even read it. But just to remind you, the ticket was number 4617529.

After the cancellation, the robot told me to look for the forum to get help and now the forum sends me back to support. Is this the current practice of this company: to abandon the customer?

Best regards,

Aeolis

P.S.: Firefox, don’t take it personally, but in Brazil the practice of abandoning the customer is common and I really believe that in developed countries the treatment should be better than this.

[Porthos]

2 minutes ago, Aeolis said:

Is this the current practice of this company: to abandon the customer?

No, it is not. We will have someone reach out to you.

@jtodd234

[AdvancedSetup]

I will submit a request to have Support reach out to assist.

Please note you will have to provide proof of purchase

 

[Aeolis]

Dear Porthos and AdvancedSetup,

Thank you for your attention. I am awaiting contact from Support.

Best regards,

Aeolis

Edited April 19 by AdvancedSetup
Corrected font issue

[Aeolis]

Dear Porthos and AdvancedSetup,

Thank you for your attention. Support solved the problem. Now I have a working license.

Best regards,

Aeolis

[Porthos]

Closing this topic as it's been resolved.