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I already saw in the forums someone suggested that I remove the old one and download version 4. I have done that, but it tells me that there is a problem with the license key and to contact support. Support isn't helpful because they of course can't find a valid subscription in my account and it won't let me add the license to it. It takes the key, but nothing seems to happen with it. I have some closed tickets since it's just a script monkey doing it's thing and not an actual person.

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***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:

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  1. Download Malwarebytes Support Tool
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  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.
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  9. Please attach the file in your next reply.
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Screenshots:

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If you are having licensing issues, please do the following: 

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For any of these issues:

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  • 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

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26 minutes ago, Porthos said:

@Yombo When and where was your key purchased? Your answer will guide my next response.

It was purchased through Newegg.com August 30th, 2013. It's a physical disk that came with a card with the code and id on it.

 

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7 minutes ago, Yombo said:

t was purchased through Newegg.com August 30th, 2013. It's a physical disk that came with a card with the code and id on it.

 

If you purchased your product from a physical retail store or another authorized website, we recommend you create a Malwarebytes account login and register your license with us. Registering your license to the account website allows you to manage your subscription and devices and deactivate your license from a device. 

To register your license key, complete the following steps.

  1. Sign in to your account.
  2. In the Subscriptions tab, click the My subscriptions tab.
  3. Scroll to the bottom of the list of your current subscriptions.
  4. Click Link an existing subscription.
  5. In the Register a license pop-up window, enter your license key exactly as provided.
    • Note: If your subscription came with a License ID, click the check box, then enter your License ID.
  6. Click Register to add the license key to your account.
  7. image.png.7189ff896f9b4f89df0612e67431505a.png

 

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I tried that already. Like I said previously, it lets me put in the license, but when i enter everything the page goes away and it doesn't show that it's there. I've been using this key since I bought it with no problems.

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