wheeler811 Posted June 29 ID:1646055 Share Posted June 29 I have a lifetime license. I had recorded password, but not accepted by Malwarebytes i could not reset password because Malwarebytes would not recognize my email address my email address was accepted by malware when I signed into forums the process of contacting Malware is fruitless because you have to have an account i have tried the AI chat but that had no value since it could not understand my dilemma can somebody help i have my license key and ID but i am not sure how or if i can use them i am confused that Malwarebytes recognized my email for this forum but why not for my account. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted June 29 Staff ID:1646056 Share Posted June 29 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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 Link to post Share on other sites More sharing options...
Porthos Posted June 30 ID:1646074 Share Posted June 30 3 hours ago, wheeler811 said: am confused that Malwarebytes recognized my email for this forum but why not for my account. They are 2 different accounts. 3 hours ago, wheeler811 said: the process of contacting Malware is fruitless because you have to have an account Where and when did you purchase your Malwarebytes? Were you able to access your my.malwarebytes.com account in the past? Link to post Share on other sites More sharing options...
Porthos Posted July 2 ID:1646468 Share Posted July 2 @wheeler811 I am waiting for answers to the following so I can assist you further. On 6/29/2024 at 9:04 PM, Porthos said: Where and when did you purchase your Malwarebytes? Were you able to access your my.malwarebytes.com account in the past? Your only choice might be to contact support. How to contact support I am trying to avoid that if possible. Link to post Share on other sites More sharing options...
wheeler811 Posted July 2 Author ID:1646469 Share Posted July 2 mbst-grab-results.zip Link to post Share on other sites More sharing options...
Porthos Posted July 2 ID:1646479 Share Posted July 2 The support tool results are unneeded. Where and when did you purchase your Malwarebytes? Was it direct from Malwarebytes? Were you able to access your my.malwarebytes.com account in the past? Link to post Share on other sites More sharing options...
Porthos Posted July 2 ID:1646487 Share Posted July 2 @wheeler811 Also, this computer seems to be new. Did you remember to deactivate your license on the previous one? Link to post Share on other sites More sharing options...
wheeler811 Posted July 2 Author ID:1646521 Share Posted July 2 No, i never deactivated from my previous computer. . I wiped the harddrive and sent it to Dell for refurbishing or some other use, maybe parts. Can this be solved ? Link to post Share on other sites More sharing options...
Porthos Posted July 2 ID:1646522 Share Posted July 2 Just now, wheeler811 said: No, i never deactivated from my previous computer. . I wiped the harddrive and sent it to Dell for refurbishing or some other use, maybe parts. Can this be solved ? 2 hours ago, Porthos said: Where and when did you purchase your Malwarebytes? Was it direct from Malwarebytes? Were you able to access your my.malwarebytes.com account in the past? Link to post Share on other sites More sharing options...
wheeler811 Posted July 2 Author ID:1646524 Share Posted July 2 i did not deactivate. but i have records of my log in information in 3 different places and none work. i bought the lifetime script from Malware and it has worked since i owned it. Link to post Share on other sites More sharing options...
Porthos Posted July 2 ID:1646525 Share Posted July 2 Just now, wheeler811 said: i bought the lifetime script from Malware and it has worked since i owned it. What email address did you use at the time of purchase? The license is tied to that email. Link to post Share on other sites More sharing options...
wheeler811 Posted July 2 Author ID:1646526 Share Posted July 2 i was able to log into my malware,com and Malware account all with the same email address. i have all the license information including ID and license. i will share those with you on a private line if you do wish. Link to post Share on other sites More sharing options...
Porthos Posted July 2 ID:1646530 Share Posted July 2 (edited) You do not understand the new license system, You need to be able to access your my.malwarebytes.com account to deactivate your license and to be able to activate it on the new system from within that online account. The forum and the Malwarebytes account are 2 different systems and NOT connected to each other. Edited July 2 by Porthos Link to post Share on other sites More sharing options...
Porthos Posted July 2 ID:1646536 Share Posted July 2 STOP posting your email here on the forum.... Link to post Share on other sites More sharing options...
Porthos Posted July 2 ID:1646537 Share Posted July 2 (edited) Click on this my.malwarebytes.com enter your email and do the forgot password link and follow the instructions. Edited July 2 by Porthos Link to post Share on other sites More sharing options...
wheeler811 Posted July 2 Author ID:1646538 Share Posted July 2 i think MAWAREBYTES has dropped the ball. i appreciate your help, but so far the only thing i have done is answered questions, but i do not feel i am getting ang closer to getting my lifetime subscription back. This is not acceptable. i can not help you any more by answering questions. There are no more left. Malwarebytes needs to restore my ability to use this program now, without further delay. Link to post Share on other sites More sharing options...
Porthos Posted July 2 ID:1646540 Share Posted July 2 2 minutes ago, wheeler811 said: Malwarebytes needs to restore my ability to use this program now, without further delay. Then I guess you do not want any more help from me. Your only choice now is to contact support... I was trying to get you to do things so you would not have to contact support. So now there is nothing else I or anyone else can do here in the forum to fix this, 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 Link to post Share on other sites More sharing options...
wheeler811 Posted July 2 Author ID:1646541 Share Posted July 2 i have taken the steps you recommended, although i appreciate them i have done the same dozens of time and it does not send any reset or other instructions to my email. Link to post Share on other sites More sharing options...
Porthos Posted July 2 ID:1646542 Share Posted July 2 1 minute ago, wheeler811 said: i have taken the steps you recommended, although i appreciate them i have done the same dozens of time and it does not send any reset or other instructions to my email. Read the post above yours. Link to post Share on other sites More sharing options...
wheeler811 Posted July 2 Author ID:1646544 Share Posted July 2 thank you for you help. please believe me that i sincerely appreciated it. 1 Link to post Share on other sites More sharing options...
Porthos Posted July 2 ID:1646545 Share Posted July 2 (edited) Unlike in the past, you can't just enter your ID and key to activate. That is the main issue here. Second, you have to manually deactivate the software before you move to another machine or even reinstall Windows on the same computer. The lifetime license can be activated on one computer at a time. You need the online account to activate now. Once that is fixed, you will be set. Example. Edited July 8 by Porthos 1 Link to post Share on other sites More sharing options...
Porthos Posted July 8 ID:1647815 Share Posted July 8 @wheeler811 Checking on your progress. Link to post Share on other sites More sharing options...
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