I’ve encountered a problem with my CCleaner subscription renewal.
I’ve been using a one-year CCleaner subscription for about a year. The renewal was processed automatically yesterday, but the payment was charged twice. I also received two separate confirmation emails for successful payments, each showing a different license key and reference number.
The first one matches the license I’ve been using on my device, but the second one seems to have been created by mistake. I only use CCleaner on one computer and never intended to purchase a second license.
Both subscriptions are linked to the same email address and the same payment method, but have different subscription IDs. It looks like the system somehow duplicated my renewal or something.
Thank you in advance for your help. I’d really appreciate a quick resolution, since this looks like a billing error on CCleaner’s side.
Have you done anything as well as the automatic renewal?
We do see where people think they are ‘renewing’ manually but instead purchase a new subscription and end up with 2 licences.
Of course it may be that you did it last year (or even earlier) and haven’t noticed until now both have come to renew.
(We have also seen a few cases recently when people have purchased a new subscription subscription for CCleaner 7 not realising that their existing one has been carried over into CCleaner 7)
You can ask support to cancel and refund one of them.
If you want to manage your subscription then there is a webpage for that here: Subscription Management
If you need to look up your Cleverbridge reference then: Customer Support Contact Page
If instead you contact CCleaner support you could ask for a “Licence merge” which will merge the 2-licences into one, adding together the time remaining on each, so that for example 2 licences with 1 year remaining becomes 1 licence with 2 years remaining.
All customers MUST now access a ‘Live Chat’ support service.
To start raise a support ticket by using this: Contact Form.
Once you submit the form you will be given a support ticket/ID number onscreen, with a summary of your request. Below that is the button to go straight into the ‘Live Chat’ where a virtual assistant will try to help you.
If the AI can’t help then you will be passed to a real person.
Note - We have been told that you HAVE TO engage with the chat or you may not get a reply to your request form. (Seems strange to me, but that is what we have been told).