I started a free trial of your product, CCleaner PRO, but when I try to paste the license key I received by email, I get the error message: “Your license key does not exist.”
Could you please help me resolve this issue?
I tried to contact support by email but have not received a response so far.
I found a similar issue from 2023 where a suggested solution was:
My name includes accented characters. Could that be the issue? How can I update the registered name?
Thank you in advance.
You say the error is that “your licence key doesn’t exist” but that can also mean your registered name.
When activating a licence you have to enter exactly the same name that you registered when purchasing.
If you name does contain accented characters then I’d suggest trying it both with and without the accents.
If that doesn’t work, or if you do want to change it then you will have to contact support.
However it is taking a long time for them to reply to customer requests - even longer if your email is also not being recognised as one that has paid for support.
If you use the form at this link: CCleaner Support Community you will be given a ticket number - make a note of it.
You will then get an automated email reply with some general information (which will probably not interest you).
Your support ticket is now in the queue to get to a person.
You will need patience because as said they are taking days, even weeks, to reply.
Particularly if your CCleaner isn’t showing as registered with them yet so it’s not showing that you have actually paid for support.
Once you have sent a request then don’t send further emails/requests until you get a reply from a support agent.
If you do then that will just slow things down even more.
While your request is in the queue waiting to get to a support person the queueing system will see any/all new communication from you as further information for your existing request, so adds it to the ones you have already sent and puts it all at the back of the queue again as one new request.
I found the solution to my problem. I had downloaded the PRO version of CCleaner (link provided in the email I received), but I needed to download the free version and activate the license.
My issue is now resolved. Thank you for your help.
Thank for letting us know you got it sorted out.
It seems like you had been sent a mix of things, but I’m still not sure why that made a difference because entering a licence key just changes Free to Pro as you found out.
I can only think that the link in the email was some special ‘Pro Trial’ that works differently?
Maybe something special for Black Friday?
They do put some odd seeming trials out now and again without telling anyone.