Lifetime License not working when updating to version 5

[AndersG]

Hi.

I have a problem similar to the one described in the thread "Have You Stopped Updating Lifetime Licenses".

My Premium Lifetime license is using the old ID and Key format which works just fine in version 4 but not at all with version 5.
I have followed the suggestions in the earlier thread but as soon as I make the update to version 5 the account information is removed.

Furthermore I cannot register the license to my subscriptions, I just get a message saying "Unable to register License Key".

Please help.

[Malwarebytes]

***This is an automated reply***

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[Porthos]

6 hours ago, AndersG said:

I have followed the suggestions in the earlier thread but as soon as I make the update to version 5 the account information is removed.

But was it still activated after you upgraded? MB5 does not show the license number on purpose for security.

7 hours ago, AndersG said:

I cannot register the license to my subscriptions, I just get a message saying "Unable to register License Key".

Where was his license purchased and how long ago? This is important to know.

[AndersG]

1 hour ago, Porthos said:

But was it still activated after you upgraded? MB5 does not show the license number on purpose for security.

Where was his license purchased and how long ago? This is important to know.

It's not activated after the upgrade to MB5, it reverts to free mode.

The license was purchased many years ago, around 2010 or so is my guess.

The activation of MB4 works just fine however so the key & ID apparently are still legit.
I suspect that the main problem is that it's not possible to register it in my subscriptions ?

[Porthos]

2 minutes ago, AndersG said:

The license was purchased many years ago, around 2010 or so is my guess.

From where? The Malwarebytes site?

3 minutes ago, AndersG said:

I suspect that the main problem is that it's not possible to register it in my subscriptions ?

That is because it is registered already to someone else or another email of yours.

[AndersG]

2 minutes ago, Porthos said:

From where? The Malwarebytes site?

That is because it is registered already to someone else or another email of yours.

I did an investigation of some old email accounts and I can see that It was purchased directly from the Malwarebytes site in 2013.
I got a receipt from "cs@cleverbridge.com" containing the license information.

It seems that the key is registered to an email account administered by the company I then owned.
I sold the company 4 years ago and the domain name is no longer active.
Is it somehow possible to change the email account the key is connected to ?

[Porthos]

6 minutes ago, AndersG said:

I sold the company 4 years ago and the domain name is no longer active.
Is it somehow possible to change the email account the key is connected to ?

From the main support page

https://support.malwarebytes.com/hc/en-us

Go to the bottom of the page. On the right side launch the AI Chatbot

 

Since you cannot log into your Account, select Manage Account and Billing

 

Then tell the AI Chatbot you want to create a Support Ticket

 

Then when it asks, select Unable to login to my account 

 

Then fill in what issue you're having to connect or login to your account, etc.

 

 

The AI Chatbot should create the ticket for you.

You can use ANY email address where you can access the email account

[AndersG]

Ok, I have now created a support ticket.
Let's see if they can help me.

Many thanks for your assistance, I would probablynever have been able to create the ticket without your instructions :)

[Porthos]

5 minutes ago, AndersG said:

Let's see if they can help me.

They will get it sorted for you. It might take some time since it is a holiday weekend here in the US.