Hello! I recently purchased the upgrade "professional" on my Windows computer, which was from the free version of CCleaner, but I never received the confirmation email... I had submitted a request for help about 2 days ago, however I never got a response besides the automated reply. I am not sure if I accidently added the wrong email while making my purchase, but I can't access the license key look up with my email either. I have the date of purchase, name, and card details (was not done on PayPal) as well as a picture showing I was charged from CCleaner, but the email I am not 100% sure on if I typed the wrong thing... If I am unable to receive my license key, I was wondering if there was a way I could refund this purchase, or possibly redo it but with the correct email... Thank you for your help!
People do occasionally type their email wrongly when purchasing, and of course the key is then sent to an invalid email address and they don't get it at their correct email.
Only support can deal with that and correct the registered email, so you have done the right thing to by submitting a request to them.
You have an automated reply which shows your request is in the queue to be attended to.
However you now have a further issue because of the mistyped email.
Accounts are primarily recognised by the help request queueing system by the email registered, - and your correct email isn't registered.
So the queuing computer doesn't see you as a paying customer, which means that your request is a lower priority than request from those who are.
You are in the queue, you have had the automatic acknowledgement of that - but as your request is being seen as from a 'not paid for support' email it may take a week, or even longer, for your request to be allocated to a support agent to attended to.
So I'm afraid it's a case of being patient until your request does get to a person who will then track down your purchase from the information you have provided and correct the email for you.
I'll try flagging your post to a member of staff who may be able to contact support to speed things up for you.
PS. Sending further requests at this stage can slow the response even further, so I'd resist doing that.
That's because the queuing computer will see any new request <em>from an already queued email address</em> as additional information, (or a correction) to the one already queued; so it will join them together as one new request made on the new date. Being 'new' the collated request will be at the back of the queue again.
Hi @idk,
Sorry, you have not received a reply to your support request.
I have found your case in our support system and asked our team to follow up on it.