Marcin8459385 Posted Monday at 11:10 PM ID:1644997 Share Posted Monday at 11:10 PM 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? Link to post
Porthos Posted Monday at 11:17 PM ID:1645000 Share Posted Monday at 11:17 PM 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? Link to post
Porthos Posted Monday at 11:46 PM ID:1645007 Share Posted Monday at 11:46 PM 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 Link to post
Marcin8459385 Posted Tuesday at 07:58 AM Author ID:1645056 Share Posted Tuesday at 07:58 AM mbst-grab-results.zip I also uploaded it to the case using the "i have a ticket" option. Your help is much appreciated. Link to post
Porthos Posted Tuesday at 10:11 AM ID:1645070 Share Posted Tuesday at 10:11 AM @Marcin8459385 You never answered the following question. 10 hours ago, Porthos said: Is your Malwarebytes Premium one of the old lifetime licenses? Link to post
Marcin8459385 Posted Tuesday at 11:55 AM Author ID:1645087 Share Posted Tuesday at 11:55 AM sorry, missed that. it's an annual recurring license. Link to post
Porthos Posted Tuesday at 12:04 PM ID:1645088 Share Posted Tuesday at 12:04 PM 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 Link to post
Marcin8459385 Posted Tuesday at 12:34 PM Author ID:1645090 Share Posted Tuesday at 12:34 PM I have malwarebytes premium as a separate subscription and Privacy VPN as another. Link to post
Porthos Posted Tuesday at 12:42 PM ID:1645093 Share Posted Tuesday at 12:42 PM 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. Link to post
Marcin8459385 Posted Tuesday at 12:54 PM Author ID:1645096 Share Posted Tuesday at 12:54 PM i have had a case for this, but no one responded so far. Let's wait and see. Thanks for your help. Link to post
Porthos Posted Tuesday at 01:06 PM ID:1645099 Share Posted Tuesday at 01:06 PM What happened is you did not upgrade using the following in your account. Link to post
Marcin8459385 Posted Tuesday at 01:08 PM Author ID:1645100 Share Posted Tuesday at 01:08 PM 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. Link to post
Porthos Posted Tuesday at 01:29 PM ID:1645103 Share Posted Tuesday at 01:29 PM 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? Link to post
Marcin8459385 Posted Tuesday at 01:39 PM Author ID:1645107 Share Posted Tuesday at 01:39 PM 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? Link to post
Porthos Posted Tuesday at 01:46 PM ID:1645110 Share Posted Tuesday at 01:46 PM (edited) 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 Link to post
Marcin8459385 Posted Tuesday at 01:52 PM Author ID:1645111 Share Posted Tuesday at 01:52 PM 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. Link to post
Porthos Posted Tuesday at 01:57 PM ID:1645113 Share Posted Tuesday at 01:57 PM 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. Link to post
Marcin8459385 Posted Tuesday at 02:12 PM Author ID:1645117 Share Posted Tuesday at 02:12 PM 4657864 Yesterday 😁 Link to post
Porthos Posted Tuesday at 02:14 PM ID:1645118 Share Posted Tuesday at 02:14 PM 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. 1 Link to post
Administrators Solution jtodd234 Posted Tuesday at 05:09 PM Administrators Solution ID:1645164 Share Posted Tuesday at 05:09 PM 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. 1 1 Link to post
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