For whatever reason, recently, my MBAM (3.3.1) did not have my ID and Key inputted. It’s odd, because the program always had my credentials inputted. Had to contact support, and they reset my ID and Key. I may have entered the wrong set of credentials (as i have three [3] separate licenses) however, the mere fact that the program was not recognising anymore that i have premium status is just odd… When i posed this conundrum to the Malwarebytes’ support agent, i was not given any proposed theories on that accord…
In any event, i will have to continue to monitor this situation.
Sorry to hear about all the trouble you are encountering... That said, that is odd that the rep. could not assist you further. I didn't have my past receipts either, however, the tech that helped me was still able to find my past purchases after i provided him with my home address.
You may desire to escalate the case with a supervisor in your next correspondence with them. Additionally, given the other oddities you outline, i'm wondering if your system might be breached in total. If you are unable to run a full system scan with MBAM, i would do so with Norton and Superantispyware as soon as possible.
...After no contact from MBAM for a week, I put in another ticket. Again no response. Finally after more than a week, a tech contacts me. He REFUSED to help me in any way unless I provided to him a RECEIPT for each of my licenses...
I'd suggest that you start a new thread in the Malwarebytes 3 Support Forum and request additional assistance. Provide both ticket numbers (since there may be some confusion about the status of each ticket) and explain that you can't find your original proof of purchase. AdvancedSetup or one of the other Malwarebytes employees will likely respond in your thread and then follow up with Malwarebytes Customer Support to ensure one of those support tickets is escalated.
Unfortunately, many Malwarebytes users purchased their lifetime licenses years ago using an old (and now invalid) email address and / or no longer have a copy of the official receipt that was emailed to them by Cleverbridge. If Malwarebytes support can't find your original proof of purchase you might want to contact Cleverbridge directly and see if they can find your name in their records - see the contact information posted by Maurice Naggar in post # 3 of the thread MWB Subscriptions and Billing Service.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton v22.15.2.22 * MB Premium v3.5.1-1.0.365
I am having problems similar to these plus more. I have four lifetime licenses consisting of key & ID. Have been managing them in my Malwarebytes account for years. As devices were decommissioned, I moved the license to a new device. All have been working fine for a long time. Suddenly, on two devices, the licenses stopped working and I got the message "this license is blacklisted." In addition, just since this started happening, have had extensive problems logging into MBAM account. Most of the time cannot log in. When I've gotten in, I've changed my password twice. On my Subscriptions management page, was now seeing devices listed under my various licenses that are unknown to me. I deleted them. The next time I was able to log in, saw more strange devices listed, but not same as before. I put in a ticket to get help and had the worst experience.
After no contact from MBAM for a week, I put in another ticket. Again no response. Finally after more than a week, a tech contacts me. He REFUSED to help me in any way unless I provided to him a RECEIPT for each of my licenses. I couldn't believe this. I'd reached out to MBAM in the past for some help and never had any trouble. Long ago, they were helpful, fast, and friendly.
My comment to tech was, "Who in the world keeps receipts for such things?" I own these licenses but apparently MBAM is messing with things inside my account (who else can get into the account since I even changed the password twice?) and finding ways of refusing help to the customer.
I'm believing that MBAM is angry that they sold all those lifetime licenses and they are in the process of cheating customers out of what those customers purchased. Corporate greed.
I'm ready to migrate to other recommended antimalware programs. Complete lack of trust and faith in MBAM due to this.
Final response from support with respect to the question if i would have to contact them once again, if i had not used the new key within a certain timeframe:
"If you don't change the device there is no need to contact us to reactivate the key, unless there is an issue of course. The license key will simply remain on the program and the device will be protected."
...You have an online account with Malwarebytes'? I probably should look into setting that up...
Hi Hammer_Bro:
No worries. See the following support articles if you'd like to create an online Malwarebytes account to manage your product keys. The second article includes instructions on how to register newer 20-digit product keys as well as older combination keys (with 5-digit ID # / 16-digit product key). Once your account is created you can log in at https://my.malwarebytes.com/.
Add a License Key to My Account (includes instructions for creating My Account manually) https://support.malwarebytes.com/docs/DOC-2722
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton v22.15.2.22 * MB Premium v3.5.1-1.0.365
Interestingly enough, it looks as though i am moved to just a license without the ID, (as in your case) for at least one of my purchases. The agent confirmed, that it will still be the lifetime license which is definitely good - - no other changes.
I posed another situation: "If i don't utilise this new license within two [2] years will i have to reach out to support once again?"
You have an online account with Malwarebytes'? I probably should look into setting that up, but, just so many things....
By the way, i feel bad tying up your time on this thread...
Hammer_Bro:
...Will my existing program (3.3.1) be able to accept the new license? I really want to leave well enough alone in that regard. 2.) With this change, will i still be under continual license? ...
Hi Hammer_Bro:
I had the same concerns when I saw that my new license is not a combination key (5-digit ID # / 16-digit product key) and is now a single 20-digit product key but I use Malwarebytes v3.5.1 (the legacy version for Win XP/Vista) and it worked fine. I was able to register the key in my online Malwarebytes account and it shows I still own a lifetime license for one device. As a test, I also activated and then deactivated the Premium features on my Vista SP2 machine from Settings | Account in the Malwarebytes user interface and had no problem. My only complaint is that the Cleverbridge reference # and purchase confirmation from 2009 for my old key is no longer valid, so the email that Malwarebytes Support sent me with my new key is my only my proof of ownership if something goes wrong with my online account.
This won't apply to you, but the only caveat is that the EULA for the new keys will be strictly enforced and owners will only be able to use the new lifetime keys on one device at a time.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton v22.15.2.22 * MB Premium v3.5.1-1.0.365
Believe it or not, the support agent also explained the following:
“I just wanted to add, that in accordance with our licensing team, as we are changing the format of the licenses, we would need to send you a replacement of the license with the ID: . So as soon as they send me a replacement I will forward it to you.”
I guess that was somewhat concerning… My thoughts are, 1.) Will my existing program (3.3.1) be able to accept the new license? I really want to leave well enough alone in that regard. 2.) With this change, will i still be under continual license? These questions i have posed back to the agent, but, have not heard back yet. I will have to keep you posted.
“I can confirm that sometimes this can happen with the license key if not being used for a long time, to avoid compromised licenses, they get disabled automatically. Sometimes what can also happen, when there is a major update or repair that may change the ID of the device, the license key may detach itself from the program. In which case it's necessary to reset the license key and reactivate it.
Keep in mind that the above scenarios are very rare, most customers go years of using the same program with license.”
Hi Hammer_Bro:
That explanation doesn't match my experience. I was instructed to create a Malwarebytes Account and then register my lifetime Malwarebytes license (with combination ID code / product key) that I purchased 2009 in my account so I could deativate / reactive this key myself without having to contact Malwarebytes Support. I created the account but kept getting a "The product key you are trying to use is already registered" error when I tried to register the key - presumably because it was originally purchased from the Malwarebytes online store (not Amazon or some other authorized re-seller) using an old, now invalid email address. The support reps couldn't figure out how to transfer my license to my new email address and after 2 or 3 weeks they finally gave up and issued me a new lifetime license (no ID code, 16-character product key only). See my comments in PaulTall's threadLost My Lifetime Subscription.
There have been dozens of users with lifetime licenses posting in the Malwarebytes forum who recently had their keys deactivated around the same time that the MB Premium v3.8.3 update started rolling out and just before the 11-Jul-2019 announcement Lifetime License Issue was posted. It don't know if it was an inadvertent mistake or if it was done deliberately, but it sounds like Malwarebytes deactivated a large swath of the lifetime licenses to weed out all the licenses that were sold illegally (or purchased legally but used on more than one device, contrary to the original EULA) to force users to prove they are the legal owner and only using their lifetime license on a single device.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton v22.15.2.22 * MB Premium v3.5.1-1.0.365
“I can confirm that sometimes this can happen with the license key if not being used for a long time, to avoid compromised licenses, they get disabled automatically. Sometimes what can also happen, when there is a major update or repair that may change the ID of the device, the license key may detach itself from the program. In which case it's necessary to reset the license key and reactivate it.
Keep in mind that the above scenarios are very rare, most customers go years of using the same program with license.”
Believe it or not, i purchased three [3] separate IDs/ Keys for three [3] separate comps. These were during the time of perpetual license, and, when Tom Mercado was still part of the MBAM technical team.
By " three [3] separate licenses", do you mean you purchased three lifetime (perpetual) licenses with different ID / Keys, or were you using the same ID / Key on multiple devices?
All lifetime Malwarebytes licenses are only licensed for one device, but this policy was never strictly enforced in the past and users could activate Malwarebytes Premium features on up to 3 devices. Malwarebytes has recently decided to start enforcing the terms of their lifetime licenses, so any users who have been using the same ID / Key on more than one device will no longer be able to do that.
From Malwarebytes employee bdubrow's 11-Jul-2019 post Lifetime License Issue now pinned at the top of the Malwarebytes 3 board:
In the past few days, there’s been some confusion around our lifetime licenses (those with no expiration date and only sold between 2008-2014) and our choice to start enforcing their original terms. First of all, we’re sorry. We should have done a better job letting you know this change was coming, and we understand why some of you are upset.
In an effort to be more transparent and clear up confusion, we wanted to take some time to explain what’s going on.
What changed? What happened?
The first thing you need to know is that there have been zero changes to the original terms of your lifetime license. We haven’t stopped honoring lifetime licenses and we aren’t discontinuing support.
Legitimate lifetime licenses from Malwarebytes or our authorized resellers were always sold for use on one Windows PC.
However, you could actually use it on three PCs before any sort of limit was enforced. The idea was to give users some leeway and make it easier to transfer your license over when you got a new computer. Unfortunately, unauthorized resellers found out about the loophole and starting taking advantage of it by advertising that lifetime licenses were valid for up to three computers.
Over time, these unauthorized resellers have become a growing issue. We’ve continued to deal with rampant piracy and abuse of lifetime keys. It got to a point where our leniency was simply untenable. When we started transitioning to a new account and subscription management system, we decided the time had come to start enforcing the original lifetime license terms.....
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32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton v22.15.2.22 * MB Premium v3.5.1-1.0.365
You may desire to escalate the case with a supervisor in your next correspondence with them. Additionally, given the other oddities you outline, i'm wondering if your system might be breached in total. If you are unable to run a full system scan with MBAM, i would do so with Norton and Superantispyware as soon as possible. 
