(tried to upload pics of the screenshots but would not let me)
So does anyone have this issue, I contacted support, they are not updating me. I have been trying to get my new subscription active with CCleaner Pro. It was an auto-renewal, my CCleaner pro expires in one day.
I tried premium chat which comes with my subscription, however it says I cannot until its active. Everything shows active and next renewal next year, however nothing works.
Tech-Support through submitting an email, will no longer take my submissions asking for an update. Just says HMMM we think your a robot try again.
Any help or advice would be greatly appreciated.
Can you expand on that?
ie in what way does ‘nothing work’, are you saying that CCleaner won’t open, opens but wont run at all, the Free functions are working but the Pro functions aren’t working, only some Pro functions aren’t working, something else?
PS. The not being able to upload images or post weblinks is a standard ant-spam feature of this forum software - and yes it can be annoying.
I’ve tweaked your forum user level and you should be able to upload screenshots now.
Please take care not to upload anything that shows personal information such as licence keys, account numbers, names, or email addresses.
Yes I can,
So I was out of the country on a cruise when the subscription auto-renewal came through and was charged/processed, and completed. When I arrived home to turn on the computer, KAMO which comes with the premium CCleaner, was updated to the new end of subscription date of next year. CCleaner itself did not update and shows this is my last day of service.
because I had premium and purchased premium (auto-renew), I tried to use the premium chat, I received the error that my subscription is not active to use chat, please activate through the program.
I have uninstalled, reinstalled, asked for a new key code (to go with my updated subscription) I do not want anything I did not pay for, I just want the service I paid for.
I submitted multiple requests for updates as the time has slowly counted down, today is my last day before I get cut off.
When I mean nothing worked, I simply mean that CCleaner has not updated to my new time frame of purchased premium. CCleaner works and today is my last day of having premium (because I cannot get it to update).
Service technicians originally emailed me and stated that it updates automatic and I did not receive a new key, in other words my key should be working with the new dates. I explained, I have re-entered the key that I have, which went along with the auto-renewal, nothing changes the time, and everything says its not active when trying to get help. However all the documentation they sent with the purchase, reviewing the online status and managing the account shows its paid up through 2026.
Here are the pictures I tried to update.
As you say that screenshot is clearly saying that your licence is active and is not due for renewal until the 17th May 2026 - which is one year from todays date.
However I have to also say that that is not the ‘Licence Key’ screen from CCleaner itself, I would expect one like this:
What does your CCleaner say about the Expiry Date on that screen?
What does your say about Auto Extension?
(If it hasn’t already expired and switched to CCleaner Free).
So the question becomes- Is your CCleaner actually working and cleaning things?
PS, Just for your future information:
Submitting multiple requests to support can actually slow the response from support.
It is an automatic queuing system and when you send another request it gets added to what you have already sent as ‘extra information’.
Then the automated system saves it with a new time/date - which puts it all right to the back of the queue again.
If you send a lot of requests/emails in a short period then the system may even decide that you are a spambot. (particularly if someone keeps trying to resend the same thing).
Please keep us updated with what happens today/tomorrow.
Additional to the above:
Did you let the subscription auto-renew, or did you attempt to renew it yourself?
I’m wondering if you may actually have purchased a new licence (or if support have actually sent you a new one after your request) but you haven’t received it for some reason.
Double check your email spam folder, and I’d also do a ‘Licence Lookup’ as well to check your key and to see if you now have more than one licence with different keys:
So I let the subscription AUTO Renew through CCleaner, I never purchased from an outside company, The cleaner now shows expired and will not give me access to anything but the free options.
To answer your question, I requested support, requested help and if they could not resolve it, send me a new code. The last communication email I have from customer support says that on my renewal they did not issue a new KEY code for license.
I have checked every folder - no they have not sent me a response nor a new code.
Customer support stopped communicating with me after three days, (we will get back to you). I have not received a new key code to enter, I am going to dispute the charge at my bank in 7 days. I will send them all the emails and request to show I did my do-diligence to try and resolve the issue.
I am at a complete loss, I use this program daily for years. Never have I had this issue, nor have I seen such lack of communication with Customer support.
Even on my requests just for an update - no response.
following up the screen that looks different showing I am paid is directly from CCleaner website. The APP (CCLEANER) has never shown that I was current after the auto renew.
Another follow-up - used the link, same one I had but used it again. It sends me my license for KAMO KEY, and does NOT add the license key for CCleaner. When Tech support was talking to me via email (again only the first three days) I had to get them to understand what I was requesting, they sent me my correct license, its the same that I am using, and does not update to the new year.
screenshot with payment screen
Sorry, I’m also at a loss as to why this has happened/is happening.
We don’t have access to accounts here so it is support that you need to talk with - if they are talking.
(The support website was down for most of last week, but I don’t know whether that also affected the support agents email?)
It may be that they thought you were just asking for a new key to go with the renewal, so answered that that isn’t the way a renewal works you keep the same key, and think they have done what was needed.
Assuming that your CCleaner is still showing the same ‘Expired’ today, the 18th, then I’d be getting back to them and shouting simply and clearly that the renewal that I have paid for hasn’t happened.
(ie. Don’t mention anything about different keys this time).
