My license was automatically renewed, and I do not want it

CCleaner for Windows
1

Good morning,

My license was automatically renewed without my consent, and I wish to cancel the renewal. I had purchased the license for one year under a specific discount and was unaware that this was set up as an automatic annual subscription. I am not satisfied with this renewal and request its cancellation/reversal.

I have been trying to contact customer support but I can’t find an email, phone number, or any means of contact where they can assist me. Additionally, I would like to know how it is possible to permanently cancel my automatic renewal.

1 Like
2

There are a lot of us in the same position. None of us have had any luck contacting anyone from CCleaner. My subscription was automatically renewed despite my previous card details expiring.

3

This is a user forum. We do not have access to accounts/billing here.

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 you need to look up your CCleaner licence key then use this tool: CCleaner.com - License Lookup

If you can’t use those, (eg can no longer access your registered email), then you will need to contact support.

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 to have a ‘Start’ button for something that you HAVE to do anyway, but that is what we have been told).

PS. At the moment the chatbot seems to be overwhelmed too.
As the only method of contacting CCleaner support appears to be broken, again, then:

Cleverbridge are the payment/subscription processors for CCleaner (and for many other software companies).
Cleverbridge have their own customer support.

Cleverbridge Cancel a Subscription: https://support.cleverbridge.com/hc/en-us/articles/204345588-How-do-I-cancel-my-subscription?article_ref=popular-topics
Once the subscription has been cancelled then you may be able to get a refund:
Cleverbridge Request a refund: Customer Support Contact Page

Cleverbridge General Support pages: https://support.cleverbridge.com/hc/en-us

4

When I filled in the refund form on Cleverbridge this was the response I got in an email: In order to provide you with a quick and efficient support, all product and order-related questions are handled by the experts, the dedicated support team at CCleaner. Please note that your message will not be forwarded.

5

Cleverbridge Request a refund: link

The automatic purchase that was made does not appear in Cleverbridge; what appears are other purchases that have nothing to do with CCleaner. So where can i do that?

6

Thanks for that,

so It appears that CCleaner have even closed off that route.

(Or possibly that Cleverbridge got pee’d off with fielding complaints from angry CCleaner customers so have told CCleaner to do it themselves).

7

If it isn’t showing at Cleverbridge then you have not renewed your subscription.

What you have is probably a recurring Paypay payment.

If you have somehow set one of those up then as well as cancelling your subscription you also have to cancel the automatic/recurrring Paypal payment at Paypal themselves,
It sounds that in this case neither Cleverbridge or CCleaner has taken your money, Paypal has.

8

Try leaving a bad review on trustpilot. If enough of us do that they might act.