Cannot activate privacy VPN

[Marcin8459385]

Hi, 

I purchased privacy VPN on top of Malwarebytes Premium that I already had. 

I cannot for the love of God activate it. 

I am signed in to MB App with the correct account. 

Activate on the website doesn't do anything and only says no license found on the account. 

The new MB app doesn't have an option to sign out. 

Don't know what to do. 

Can you help? 

[Porthos]

5 minutes ago, Marcin8459385 said:

I purchased privacy VPN on top of Malwarebytes Premium that I already had. 

Is your Malwarebytes Premium one of the old lifetime licenses?

[Porthos]

Please restart the computer and then do the following. <<<<< Important.

WARNING: Do Not click the Repair option under Advanced unless requested by a Malwarebytes support agent or authorized helper

NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

• Download the Malwarebytes Support Tool
• In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
• In the User Account Control pop-up window, click Yes to continue the installation
• Run the MBST Support Tool. The tool also downloads and runs a file called FRSTEnglish. Please allow it to run.
• In the left navigation pane of the Malwarebytes Support Tool, click Advanced
• In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine 
• A zip file named mbst-grab-results.zip will be saved to the Desktop or on the hidden Public desktop (usually C:\Users\Public\Desktop), please upload that file on your next reply

 

Thank you

[Marcin8459385]

mbst-grab-results.zip

I also uploaded it to the case using the "i have a ticket" option. 

 

Your help is much appreciated.

[Porthos]

@Marcin8459385 You never answered the following question.

10 hours ago, Porthos said:

Is your Malwarebytes Premium one of the old lifetime licenses?

 

[Marcin8459385]

sorry, missed that. it's an annual recurring license.

[Porthos]

Just now, Marcin8459385 said:

sorry, missed that. it's an annual recurring license.

Normally your my.malwarebytes.com account would show the following.

If not you will have to contact support to fix your issue. How to contact support

[Marcin8459385]

I have malwarebytes premium as a separate subscription and Privacy VPN as another.

 

[Porthos]

5 minutes ago, Marcin8459385 said:

I have malwarebytes premium as a separate subscription and Privacy VPN as another.

That is the problem. Contact support and have them combine them and issue a new key.

In version 5 both keys must be the same.

 

 

[Marcin8459385]

i have had a case for this, but no one responded so far.

 

Let's wait and see.

 

Thanks for your help.

[Porthos]

What happened is you did not upgrade using the following in your account.

[Marcin8459385]

the next upgrade option included both Privacy VPN and Web Guard (or similar), which bumped up the price significantly. i didn't need Web Guard. So when I saw that on the website Privacy VPN is listed separately as well I went for it.

 

 

[Porthos]

17 minutes ago, Marcin8459385 said:

Web Guard (or similar)

That is browser guard and it is free.

18 minutes ago, Marcin8459385 said:

So when I saw that on the website Privacy VPN is listed separately as well I went for it.

Your Premium has 3 devices but I see you got only one device for the VPN. Did you not want the VPN on all 3 of your devices?

[Marcin8459385]

No that's only for my PC. I use Malwarebytes Premium on my phone and tablet as well.

I get now why it was more expensive to upgrade 🤦‍♂️ it was for 3 devices.

I just need VPN for my PC. Is this even doable?

 

[Porthos]

11 minutes ago, Marcin8459385 said:

I just need VPN for my PC. Is this even doable?

You will have to deactivate and uninstall version 5 and install version 4.

Version 4

Version 4 is only available with the offline installer.

https://downloads.malwarebytes.com/file/mb4_offline

https://support.malwarebytes.com/hc/en-us/articles/360038479154-Activate-Subscription-on-Malwarebytes-for-Windows-v4

Then you will have to install the stand-alone VPN.https://downloads.malwarebytes.com/file/mbprivacy-online

Edited Tuesday at 01:51 PM by Porthos

[Marcin8459385]

ok, in this case, i'd rather upgrade to 3 devices, security + privacy.

 

The only problem is that no one is coming back to me from helpdesk so not sure how to progress it. I already paid for the VPN , so i would need someone to make the deduction and cancel my VPN.

[Porthos]

4 minutes ago, Marcin8459385 said:

The only problem is that no one is coming back to me from helpdesk so not sure how to progress it

What is the ticket number and when did you contact support?

It can take 3-5 weekdays.

 

[Marcin8459385]

4657864

 

Yesterday 😁

[Porthos]

1 minute ago, Marcin8459385 said:

Yesterday 😁

If you do not have a response by Friday, post back and I will have someone look into your ticket.

[jtodd234]

Hi there, it's Jason from Support. Thank you for providing your ticket number. This is really helpful. I noticed that my colleague reached out to you around 11 AM EST. If you haven't received the response, please let us know, and we'll help you set up a different contact method.