- Compatible with:
- iOS, iPadOS,
- Android
- Available in:
- Mobile Security
Mobile Security version 5 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 errors
| 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 errors
| 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 errors
| 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 errors
| 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. |