i keep getting my old license when i use the license tool, tried the chat and by the time i get a response im gone 3 hours later
my old license isnt working,cant reach support
You will need to give more deatils than that if anyone is going to be able to help you.
Why won’t it work? What is happening, or not happening?
Are you trying to enter it into CCleaner7 or into CCleaner v6.39?
What does it say when you try to enter it - Expired, Invalid, something else?
How long have you had this “old license”?
What Windows version are you running?
How have you been trying 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 MUST engage with the chat or you may not get a reply to your request form.
i was trying to enter it into old version. i tried something new, i clicked the download part of the of the email sent with code, it installed the new version , tried to enter the key which still shows old key, and it says license is expired. tried contacting support, waited for 2 hours to speak to someone on chat , by the time they responded i had to leave. it shouldnt be this complicated and wasnt last year
Thanks, three more questions:
Sorry I’ve changed my questions, you made posts in various places and I’m only just pulling them together:
So your previous licence key has expired, but you have purchased a new licence key?
That new licence key is not showing if/when you use the licence lookup tool.
I have to ask where have you purchased the new licence from?
i bought it from cc cleaner, where it says renew now, my credit card shows it was processed, when i use the license lookup it gives the old license and an option to download, i download and it asks me do i want to install cc cleaner pro, along with reccova and speccy, it goes through the whole install lets me do health check, then except for the free stuff it says i must renew to continue, i tried put the old license in that doesnt work either, it shouldnt and never was before, im using this for years
If you have renewed then you will not have a new key, you will have renewed your existing key.
Have you been sent a new key or not?
Go to this page and enter your email address: Customer Support Contact Page
They will send you an email of what you have purchased from them using that email address.
How many CCleaner purchases does it show?
Does it show your recent purchase?
on the key look up page it shows my old number,when i made the purchase it was for 3 computer price, after the initial purchase it sent me an invoice,clicked on the download box in the key look up email it made me install the new version along with recca and specy, i tried putting the old key code in and it says invalid, it lets me ryn the free version and at the end it i want to do certain thing i need to buy a new subscription, just looked it up again and it shows 1 year purchase to cc cleaner pro plus for 3 devices #521054858 is my reference number
It helps if you answer the questions that we ask. We do ask them for a reason.
Have you been sent a new key or not?
Without a direct answer I can only assume that you haven’t been sent a new key and so your old key should still be valid.
How are you entering the key - are you typing it in?
Make sure that you have it correctly as it says in the lookup email, if possible then copy and paste if from that email into CCleaner to avoid typing mistakes.
im answering your question exactly, i never recieved a new key, when i use the key look up tool it gives me the ols key, i download the new version of cc cleaner pro, i tried enering the old key because you said if im an old customer it should work, at this point ive tried it all, you just keep asking me the same questions, look at the prior responses i tried the chat , nobody responds when i wait, this should be a simple task , why is it such an issue, it should just be i enter old key or im sent a new key and i enter that , so i never goit a new key and old one doesnt work.
I agree that it should be simple and that your key should work.
(You had muddied the waters though with making multiple threads and talking about “old key” as if you might also have had a new one).
I’m trying to help, or at least be able tell you what you need to say to support.
But for me or anyone else to be able to do that you need to answer our questions.
I will ask again - because you didn’t answer when I asked before and the answers can make a difference:
Are you trying to enter your key into CCleaner7 or into CCleaner v6.39?
Are you typing the key in or are you copy/pasting it in?
What does it say when you try to enter it - Expired, Invalid, or something else?
I tried entering it into both,cc6 and cc7 , i am typing it in because you cant gopy and paste it. and when i do it says invalid key
OK look at your key carefully again.
Are you perhaps mistaking an ‘8’ for a ‘B’, or an ‘S’ for a ‘5’, or … you get the idea.
I did it myself last week when typing a key into CCleaner 7.
After several tries and a bit of head scratching I realised that when I had written the key down I had written a ‘5’ when it should have been a ‘6’,
So I was typing in exactly what I had written down, - but I’d written it down wrong.
I tried that even made a fresh set of eyes look at it
I’m afraid then that only support can help you.
I was hoping that maybe we could sort it out without them - because as you found the chatbot was being slow to reply.
It does appear to have got quicker now that the inintial furore over CCleaner7 has calmed down a bit, so give it another go?
next is to dispute the charge and get my money back