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[ RESOLVED ] Unable to login to my Malwarebytes Account

db4471
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db4471

db4471

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I am caught in a catch 22 situation. Have been trying to work with Support (ticket 4709645) and am getting nowhere. I have been using Malwarebytes since 2013. My login ID is my previous ISP email address and is no longer active. I now need to get into my account to retrieve  my program key to verify myself. Because Malwarebytes is now using two level verification I can no longer log in to my account as they are sending the code email to my defunct email address. Support offers no help for this problem and just keeps sending me the boilerplate reply suggesting that I may be some sort of pirate. The only thing I do have now is a copy of the LicenseConfig.json from a previous system backup. I know the key is in this file but appears to be encrypted.

I won't bore you with how I got in to this situation, but it all started with a Malwarebytes background program update that went bad and ultimately  destroyed my installation. So now without the long lost and unavailable key support totally ignores me.

 

 

 

 

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Malwarebytes

Malwarebytes

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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:

Spoiler
  1. Download Malwarebytes Support Tool
  2. 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.
  3. Place a checkmark next to Accept License Agreement and click Next
  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.
    • 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.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

Spoiler
 
 
 
 
Spoiler

 

 

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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

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db4471

db4471

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Thank you for your help, but the last two reply's from support on this ticket have been, one - closing the ticket and two asking for a review of their service.  They continue to insist if I did not buy it from their website I must have bought it from bogus reseller with a bad key. I sent them a copy of the purchase invoice from Newegg in 2013, I really don't think they were an unauthorized reseller but support ignored that and sent their automatic reply again. It seems if you did not buy from the Malwarebytes web site you must send them your key. But I can not login to my account due to my change to my email address and the new (to me) use of two level verification. This really came about through a series of events. First the failure of a program update that failed due to the programs inability to connect to the Malwarebytes sever and retrieve the new files after it had already deleted the old program files this can be seen in the logs I sent them. Second I decided to run the Malwarebytes support tool  it deleted many more files and then crashed because it to could not connect to the sever, but it did decode and backup the key to a document it placed on my desktop (at this point I was happy to get that. Then I decided to do a fresh install and ran the Malwarebytes Clean Tool, This turned out to cause our current key problem because the clean program also deleted the key backup document from my desktop. I don't know who would have thought it would do that. By the way I did check my internet connection at that time and found it to be good working order.

I understand Malwarebytes paranoia about bogus keys. But I also get a feeling that they wish all of us grandfathered in perpetual license holders would just go away.

Dennis

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jtodd234

jtodd234

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Hello @db4471 

My name is Jason, and I am the leader of the Support team at Malwarebytes. I regret to learn about the challenges you have encountered in restoring your account and access key.

I have taken ownership of your Support ticket and have forwarded a request for additional information to facilitate further assistance.

Based on the comments provided, I understand that you possess the licenseconfig.json file. If you could kindly share this file with me via a private message, it would greatly expedite the process of resolving the issue with your account.

I want to emphasize that we fully support our lifetime license users. However, locating information can be quite challenging, particularly as many lifetime licenses were not initially integrated with our account system, which was introduced at a later stage.

Each case is unique and may require some time to unravel all the details, but rest assured, we are committed to rectifying the situation.

Looking forward to chatting soon so we can further assist. 

 

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