Hey everybody, I've been trying to log in to my CCleaner premium account but each time I try, I get the red "Email or password is unrecognized" note.
We have a premium bundle including Speccy, Recuva and Kamo, and the Licence is paid up until 11/11/2023.
We has been unable to log in for a good 12 months.
Back in August 2021, I actually took screen shots of what was happening and sent them to CCleaner Support - their response at the time was that "we are having maintenance of this feature on our website ... that is the reason you are unable to access" your account.
I had no urgent need to access my account at that stage, and simply assumed that when I needed it next, I expect that they would have sorted it out .
This week, I was working on our computers, two of which had died and a third which I replaced the hard drive and had to reinstall win 10 and all other software, so I need to get into my account to change the computers which are on the licence.
So I simply downloaded CCleaner Pro as a trial version and then tried to activate the licence, but Ccleaner told me that I had no licences left to activate...so I tried to login to my account to deactivate 3 computers and put this refurbished computer onto the account.
SO WHAT HAPPENED WHEN I TRIED TO LOG IN ????? You might have guessed the answer - I get the red "Email or password is unrecognized" note.
I tried to find a contact phone number but the 1341 500 8444 number is not connected according to my phone company.
I tried the chat function on the CCleaner login page (which I cannot even find now as I just looked for it again) and I chatted with CCleaner's Jennifer and after a couple of days of back and forth chatting, she told me that someone would call me - CCleaner's James called me the first night from Europe (I think) and he just told me that I had to take my computer to a Computer Technician and before I could ask him anything he simply hung up on me - no goodbye or thanks for calling, nothing - the line simply went dead.
I went back to the chat line and Jennifer tried to help again but ultimately, she also said that I should take my PC to a Computer technician.
By the way, I contacted computer technician in town and he told me that only CClener can give me access to my CCleaner account.
I NEED TO SAY HERE, that although Jennifer was unable to help me, SHE WAS JUST LOVELY and I cannot fault her attitude and helpfulness.
Now the saga continues - somewhere I found a "Contact Support" box to click on - sadly, I cannot remember where I found it - and I was able to send an email through to CCleaner's Support Line. I was thrilled to receive a response yesterday morning and CCleaner's Neri said that she would help me through to the end.
She made a suggestion to go to the "Manage Account" part of my one healthy computer's active CCleaner and there I could gain access to my Account and change the information _the computers which are on the account - UNFORTUNATELY, the only option I could find there is to cancel my CCleaner subscription. I don't want to cancel my CCleaner account - I have been using their product for over 20 years.
I tried to reply to Neri but I have heard nothing back.
This evening I tried to use the "Reply" function in my TPG Post Office through 2 different Web Browsers, Firefox (my usual Browser) and then logged into the Post Office using Google Chrome, letting Neri know that her suggestion did not seem to work - I'm hoping she replies.
The last option I have thought of is to go back to the "Contact Support" box BUT I CAN'T FIND IT.
If anybody has any ideas, please talk to me - 12 months is too long for this sort of error to go on without being rectified.
IF CCLEANER STAFF CAN SEE THIS - PLEASE HELP.
I have paid in advance for a multi-computer premium product - why do I feel like we have been blocked by Piriform / Avast CCleaner ???
