Licence problem

CCleaner for Windows CCleaner Windows Help Requests
1

Hello, I received an email telling me that my license was about to expire on 07/07/25, so I extended it for two years for three devices. After checking, the update of my license was not carried out and when I received the confirmation email for my purchase, it was noted that there was a problem. Last year I had a similar problem because I had purchased CCleaner on the play store, but now I have just upgraded on your website…

I contacted support, but last year I didn’t get a response until I went to the forum…I also changed my email address when renewing on the purchase page.

2

I suspect that that could be the problem here.

The licencing system recognises accounts by the email address. (So does the Support System).
So if you have tried to ‘renew’ using a different address that may have confused the system.

It looks to me that you may have purchased a new licence for CCleaner Pro (3-devices) rather than renewing your existing licence, check your emails and spam folder at the new email address to see if you were sent a new licence key for a new account.

You could also try putting the email(s) one at a time into the licence lookup tool.
If you put each one in then that should tell you if a different licence is associated to each address.

3

Hello, I have not received new keys, I received the renewal confirmation email for 3 users and for 2 years, but below instead of having marked my key there is a message saying that there was a problem and that the support came back to me (I wanted to show it to you here on the forum but impossible) So I checked my keys there is still the same activity, but not renewed (With my old email address) and on my new email address I have no linked key.

4

So you are waiting for support to contact you?
There’s still a month until expiry for them to sort out the ‘problem’.

I would also keep an eye on what it says for the expiry date in CCleaner itself, any fix may show up there first.

Try again now, I have tweaked your user level so you should be able to add images.

5

Yes, my order confirmation message told me that support should get back to me, but I also sent a request to be sure. Here is the confirmation email.

Screenshot_20250609-111649
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“We regret to inform you that there was an issue with the delivery of your product. We are already working on a solution to this technical issue. If we need to contact the software publisher, it could take up to 1 or 2 additional days. We will contact you immediately via email as soon as we have a solution to the problem. We apologize for the inconvenience.”

6

I afraid for the moment that’s the best that you can do, wait for them to fix things and/or to reply.

As you have already sent a request then I would not send another yet.
Sending multiple requests actually slows things down as the system collects them all together as one and put’s it a the back of the queue again.

PS. The Piriform staff no longer visit this forum as much as they used to, and they don’t get involved much with helping fix problems.

7

Okay, I hope it will be sorted out quickly. However, in my request, I forgot to specify that I had changed my email address at the time of renewal :sweat_smile:

Finally, it’s a shame that CCleaner isn’t more involved, because personally I spent €70 :sweat_smile:

Thank you for taking the time to reply :grin::ok_hand:

8

I hope support will respond quickly, as I have 25 days left on my license…

9

Well, this is starting to get on my nerves… Paying €70 and not getting a response!! So either I get a refund or I get a response!!! More than 96 hours and nothing…No email…