- Compatible with:
- iOS, iPadOS,
- Android
- Available in:
- Mobile Security
Mobile Security provides error messages for connection, functionality, activation, and authentication issues. Find your error message below and take action as defined in the recommended resolution column.
Connection error messages
| Error message | OS | Description | Recommended resolution |
|---|---|---|---|
|
Network error. Make sure your internet connection is working. |
iOS |
An active internet connection is needed to complete the action. | Check your internet connection and try again. If the issue persists, submit a ticket with Support. |
| Network error. A connection error occurred. Check your internet connection and try again. |
Android |
An active internet connection is needed to complete the action. | Check your internet connection and try again. If the issue persists, submit a ticket with Support. |
| Registration server error. We're having trouble reaching our registration server. Try again later or contact support. |
iOS |
An active internet connection is needed to complete the action. | Check your internet connection and try again. If the issue persists, submit a ticket with Support. |
|
No internet connection |
iOS |
An active internet connection is needed to turn on VPN. | Check your internet connection and try again. If the issue persists, submit a ticket with Support. |
Functionality error messages
| Error message | OS | Description | Recommended resolution |
|---|---|---|---|
| Contacts access failed. Access to contacts is restricted by another application. |
iOS |
Unable to access contact information, as access is being restricted by another app. | Check your device for apps that have access to your contacts, you may want to disable access to resolve the issue. If the issue persists, contact Support. |
| Allowing number failed. The number you tried to add already exists in the Allow list or your contacts list. |
iOS |
The number you tried to add was previously added to the Allow list or is part of your contacts. | No action is needed. |
| Allowing number failed. Allowing a phone number was not successful. Please try again later. |
iOS |
There was an issue adding the number to the Allow list. | Try adding the number to the Allow list after a few minutes have passed. If the issue persists, contact Support. |
| Reporting a number failed. Please try again to send the report. You can also report the number locally on your device. |
iOS |
There was an issue reporting a fraudulent number. | Try reporting the number locally, or try again after a few minutes have passed. If the issue persists, contact Support. |
| Reporting a number failed. The number you tried to report already exists in the reported list or your contacts list. |
iOS |
The number you tried to add was previously reported or is part of your contacts. | No action needed. |
| Reporting a number failed. Reporting a phone number was not successful. Please try again later. |
iOS |
There was an issue reporting a number. | Try reporting the number again after a few minutes have passed. If the issue persists, contact Support. |
| Allowing website failed. Allowing website was not successful. Please try again. |
iOS |
There was an issue adding a website to the Web Allow list. | Try adding the website to the Allow list after a few minutes have passed. If the issue persists, contact Support. |
| Delete account failed. There was a problem with deleting your account. Please retry. |
iOS, Android |
There was an issue deleting your account. | Try deleting your account after a few minutes have passed. If the issue persists, contact Support. |
| Password incorrect. The password you entered is not correct. Please re-enter and try again. |
iOS |
When attempting to delete your account, you entered an incorrect password. | Check your password and try again. If the issue persists, contact Support. |
Authentication error messages
| Error message | OS | Description | Recommended resolution |
|---|---|---|---|
| Please enter a valid email. |
iOS, Android |
An incorrect email was entered. | Check your sign in credentials, then try to sign in again. If the issue persists, submit a ticket with Support. |
| Sign in failed. Please check your username and password and try again. |
iOS, Android |
An incorrect email or password was entered. | Check your sign in credentials, then try to sign in again. If the issue persists, submit a ticket with Support. |
| It looks like you already have an account. Go back to sign in. |
iOS |
An account profile already exists for the email you are trying to sign up with. | Use your credentials to Sign in to My Account. |
| Invalid email. The email is already registered. Please use your email address and password to sign in. |
Android |
An account profile already exists for the email you are trying to sign up with. | Use your credentials to Sign in to My Account. |
| You have reached the maximum number of invalid attempts. For security reasons, your account has been temporarily locked. Please try again in 10 minutes. |
iOS, Android |
You entered incorrect credentials and exceeded authentication attempts. Your account is locked. | Wait the recommended period of time, then try to sign in again. If the issue persists, submit a ticket with Support. |
| Sorry you do not have an account in this system. If you believe you have an account and are unable to login, please contact Malwarebytes Support. |
iOS |
No account is registered under the credentials entered. | Learn how to create an account. If the issue persists, contact Support. |
| Account setup/confirmation required. To sign in, you need to finish activating your account first. Check your inbox for the activation email we sent you and follow the instructions. |
Android |
Your account profile setup has not been completed. | Learn how to complete your account setup. If the issue persists, contact Support. |
| You have not set up your account. Please check your email for instructions to set up your account. |
iOS |
Your account profile setup has not been completed. | Learn how to complete your account setup. If the issue persists, contact Support. |
| Verification failed. Please try to enter your code again. |
iOS, Android |
2FA verification for My Account sign in failed. | Check your verification code and try again. See how to resolve verification issues. |
Activation error messages
| Error message | OS | Description | Recommended resolution |
|---|---|---|---|
| Purchase failed. Something went wrong. Please try again. You can always contact support if necessary. |
Android |
Unable to complete an in-app purchase to enable paid features. | Retry the in-app purchase steps. If the issue persists, purchase a subscription from the Malwarebytes Online Store. |
| Subscription error. There is an issue with your subscription. Please contact Support. |
iOS |
Your subscription may be invalid, refunded, or missing entitlement details. | Submit a ticket with Support. |
| Subscription error. This subscription is expired. Use another subscription or purchase a new one. |
iOS |
Your subscription has expired and is no longer valid to activate the paid features. | Purchase a valid subscription. You can make an in-app purchase from the App store or visit our Pricing page, and activate after creating your Malwarebytes Account. |
| Subscription error. This subscription was cancelled. Use another subscription or purchase a new one. |
iOS |
Your subscription was cancelled and is no longer valid to activate the paid features. | Purchase a valid subscription. You can make an in-app purchase from the App store or visit our Pricing page, and activate after creating your Malwarebytes Account. |
| Subscription error. This account does not match the product you are trying to activate. Try a different account or purchase a new subscription. |
iOS |
Your subscription does not include the product or feature you are trying to activate. | Purchase a valid subscription. You can make an in-app purchase from the App store or visit our Pricing page, and activate after creating your Malwarebytes Account. |
|
Subscription error. The subscription is in use in the maximum number of devices. Deactivate one of your devices or contact Support. |
iOS |
You have activated your subscription on the maximum number of devices on your subscription. | Deactivate devices or purchase another subscription. See how to deactivate a device, make an in-app purchase from the App store or visit our Pricing page, and activate after creating your Malwarebytes Account. |
| Subscription error. Your account does not include Mobile Security. To get started add a Mobile Security subscription. |
iOS |
Your account does not include a subscription valid to activate the paid features on Mobile Security. | Purchase a valid subscription. You can make an in-app purchase from the App store or visit our Pricing page, and activate after creating your Malwarebytes Account. |
| Subscription error. Something went wrong, please try again later. |
iOS |
An activation error occurred. | Retry the activation steps. If the issue persists, submit a ticket with Support. |
| Something went wrong, there is a problem restoring your subscription. |
iOS |
There was an issue restoring an in-app purchased subscription. | Retry the restore in-app purchase steps. If the issue persists, submit a ticket with Support. |
| MB code activation failed. Please try again. |
iOS |
It was not possible to complete the activation with the MB code used. | Retry the MB code activation steps. If the issue persists, submit a ticket with Support. |
| MB code generation failed. You don't have available devices under your subscription. Please check your subscription details. |
Android |
It was not possible to generate an MB code as you have activated your subscription on the maximum number of devices on your subscription. | Deactivate devices or purchase another subscription. See how to deactivate a device, make an in-app purchase from the App store or visit our Pricing page, and activate after creating your Malwarebytes Account. |
| Restore App Store purchase failed. There was an error and your App Store purchase is not restored. Please try again. |
iOS |
It was not possible to restore your purchase and activate the paid features. | Check your purchases, then retry the restore in-app purchase steps. If the issue persists, submit a ticket with Support. |
| Restore purchase error. We were unable to restore a purchase for this Google account. |
Android |
It was not possible to restore your purchase and activate the paid features. | Check your purchases, then retry the restore in-app purchase steps. If the issue persists, submit a ticket with Support. |
| MB code error. This MB code does not match our records or has expired. Please generate a new code and try again. |
Android |
The MB code entered is invalid. | Generate a new MB code and retry the activation steps. If the issue persists, activate your subscription using a different method. |
| MB code error. You don't have additional subscriptions to generate an MB code and activate a new device. Please check your subscriptions. |
Android |
It was not possible to generate an MB code as you have activated your subscription on the maximum number of devices on your subscription. | Deactivate devices or purchase another subscription. See how to deactivate a device, make an in-app purchase from the App store or visit our Pricing page, and activate after creating your Malwarebytes Account. |
| License key error. This license key was already used to activate the maximum seats available. Please check your subscription. |
Android |
You have activated your subscription on the maximum number of devices on your subscription. | Deactivate devices or purchase another subscription. See how to deactivate a device, make an in-app purchase from the App store or visit our Pricing page, and activate after creating your Malwarebytes Account. |