Payment of £29.97 made on 7th January 2025
Another payment taken on 29th January 2025 £31.96
No idea why two payments taken - does anyone have an email address for Customer Support? Thanks
I located the “support” email and think a “cancelled” subscription has renewed.
I don’t see why (although I do really) the system can’t recognise a current subscription and simply adds another. Lest see what kind of response I receive from customer services. Thanks
It depends on what you do and how you do it.
The Purchase webpage is meant for new purchases so it will usually give you a new licence, with a different key to the one you already have.
Some people do want more than one lcence.
However there is a check for an existing licence, and if you use the same email that you used to purchase your existing licence AND there are less than 90 days left on the existing licence then it is supposed to process a renewal of the existing licence/key rather than issuing a new one.
(And we have had posts from users who had that happen when they actually wanted another, seperate, licence)
If you do purchase a second key by mistake then you can ask support for a ‘Licence Merge’.
That merges the two licences into one, and joins the time that was left on the old one to the time purchased on the new one so that you don’t lose any of the time that you have paid for.
I’m not sure about what may have happened with the ‘cancelled but renewed again’ situation, you’ll need to talk to support about that.
PS. You are aware that Customer support is currently being pretty (very) slow?
Be paitent and don’t bombard them with follow up’s unless they ask, if you do that it can slow the response time down even more.
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Thanks for the response.
I bought the new licence on 6th January 2025, CCleaner Professional Plus and then on 29th January CCleaner Professional (a lesser subscription in terms of devices) “renewed” I believe. Sadly its not a case of one coming to an end - two new licences with 3 weeks should, in my opinion, at least raise a flag. I’ve asked for the 2nd licence to be cancelled since I don’t need two and no point in merging.
Good point re bombarding with email but I will monitor it. Thanks
I see, as they are different types of licence the system would just assume that you knew what you were doing and that you wanted both.
If instead of just purchasing Pro Plus you had asked support for an upgrade from the existing Pro to Pro Plus then that would have automatically cancelled the old one.
As they have already taken the money then support will probably offer to merge them together for you, adding the times together so you will get all the time that you have paid for. So if each was a 1-year licence they will be merged into one 2-year licence (2-years as Pro Plus).
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Thanks again - if they make that offer then I’ll happily settle for that. I have (hopefully) cancelled the Professional renewal now, so it won’t happen again next year. Cheers