Paid for renewal, didn't receive renewal

CCleaner for Windows CCleaner Windows Help Requests
1

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 an email that said the following below:

“There will be a slight delay in the delivery of your license key. We are in the process of correcting this technical issue which may include waiting for information from the software publisher. This should be resolved within 1-2 workdays, although it is generally much faster. We will contact you via email as soon as further information is available. We apologize for any inconvenience.”

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.

I accidentally used a different email for the renewal than the one for these forums which is also the original purchase email, which may be the issue.

I have all information needed to prove both emails belong to me, including invoice number, subscription number, confirmation number, full name of purchaser, address of purchaser, last 4 of card used to make the purchase, anything required. I already tried using both emails in the license key request, but it doesn’t recognize the purchase email, and it sends me the old license key when i use the email i used to register for this forum.

I don’t see how they can’t just find the key to the renewal, and merge the two, as they have done it before. I have been a CCleaner customer for a decade now.

I just want the problem fixed, and this is causing alot of anxiety.

2

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

All you can do is keep trying to contact Support.

From the email that you have been sent then it seems obvious there is some technical issue above your own used-the-wrong-one email issue.

PS. It looks like that email you quote may have been from Cleverbridge and not from CCleaner?

PPS. The ‘4 days no response’ thing may be because of the email confusion.
Have you checked both emails, and their spam folders, for possible missed replies?

Which email address are you using when contacting them? (I may be best to use the older one).

3

I am using the oldest email address. the email i quoted is from cleverbridge, but the support emails that i am corresponding with that keeps cancelling on me is from ccleaner.

4

Im looking through my inbox’s and i DID NOT use an alternate email. I used the correct email. I keep every email pertaining to any purchase I make, and the other email doesn’t have anything in it related to ccleaner, so i did not make a mistake. So, my issue is simply a failed license key delivery, or failed license key update.

5

Sorry but as I say all you can do is keep trying support.

As you say you created tickets that got closed then I assume you have been using the contact form. CCleaner Support Community

If so then you might want to try emailing them directly without the form:
support@ccleaner,com