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.
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.
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.
“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.”
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.
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…
I am experiencing the same issue. I paid for a 2 year renewal for professional plus, got the confirmation email, but no update to the old license key, nor was I given a new one. I also received the same email as you.
I contacted support but they keep closing the ticket because i haven’t responded in 4 days, when I was waiting for their response, and it didn’t wait 4 days. The first time my ticket was closed was after 2 days, and today it was closed a second time after a mere 14 hours.
They said they issued a refund (which i did not ask for) which i also haven’t received. If they don’t fix the problem by the time my license expires, I am going to back-charge them.
I still haven’t received a response from support after almost a week!!! I’m losing subscription days, I’m buying a product that I don’t receive, so it’s theft!!! I’m losing patience, it’s not normal not to hear back after almost a week, when the original purchase email told me 1 to 2 days. A SHAME!!! I supported CCleaner but now I admit I’m angry.
However you should note that support are slow to answer these days and it can take a week or more for a registered customer to get a reply.
Further you should note that the automatic support queue works off email addresses.
If the email you use when sending the form is not showing as registered to a current valid licence then you will not be seen as someone who has (currently) paid for support.
As an apparent ‘non-payer request’ your request will be non-priority and it may be a very long time (month or more) before the system even shows your request to a support person.
It is not normal as a user, customer to be left without response for so long… I contacted CCleaner again with my old email address, I hope they will understand something…
Also, when I purchased the email said that support would get back to me within 1 to 2 days… See my other post.
This is really starting to annoy me!!! I paid 70€ and have not received my license or the answer to my problem, I call this theft so it would be good to take action, I contacted with my new email address with which I bought the license and the old one where the key is linked, but nothing!!! This is not normal!!!
Since my license will expire before support responds (If they ever respond) (Expires on 07/07/2025) and support disregards its customers, how can I get a refund, exercise my right of withdrawal? Because even if support responds in a month, I would have paid for days that I would not have been able to use! On the other hand, the payment of €70 was taken…
Oh yes and that (See photo) is nonsense “[…] Support will get back to you within one or two days” I am not a difficult person but when I pay for something it is normal to receive what is due to me. I work in retail and when a customer needs help I am there.
Hello, since I will never get an answer to my problem, I demand a refund. Since this looks like theft, I will contact the 60 million consumers association and UFC Que Choisir. If I have to file a complaint, I will. Since the problem will not be resolved, I intend to recover my €70 to buy a license directly with my new email address to avoid future problems.
