Payment Issue with CCleaner Pro Plus (Reference {removed})

[AladVortex]

Hello,
I’m Aladdin. I’ve known and used CCleaner for a while now, and it has been super helpful in keeping my devices clean and optimized. However, I want to share my experience and ask for some help regarding a payment issue.

For about four months, I was able to use CCleaner Pro without registering an account. The payment confirmation was sent to my email, but I didn’t have a proper way to sign into the system and manage my subscription. After changing my credit card details , I lost track of how to continue with the subscription, and today (12/12/2024, at 0:35 Israeli Time) I tried to purchase the Pro Plus package. Unfortunately, the payment didn’t go through.

My reference number is {Removed by Mod}
. Can someone please help me understand why the payment failed and how I can resolve this issue?

Additionally, I have two active trial licenses tied to my old email, which I would like to close. I also think that the lack of a proper account system for managing subscriptions might make it harder for users like me to keep things organized. Unlike other services, where you register before purchasing (e.g., MalwareBytes), CCleaner doesn’t require registration. While this might simplify the process for some users, it can also lead to confusion or misuse.

To be clear, I’m not trying to misuse the software—I genuinely want to purchase the Pro Plus package and have everything set up properly. Any guidance from the community would be greatly appreciated!

Thanks in advance,
Aladdin

[nukecad]

Please do not post reference numbers or other personal information on the open forum where it can be seen/copied/stolen by anyone else.

Your post is somewhat confusing, but I think we can simplify what you need to do now*.

Did you activate CCleaner Pro with the key that you were sent in the purchase confirmation email?
If not then see:
https://support.ccleaner.com/s/article/how-to-register-and-activate-ccleaner-professional?language=en_US

You say that you tried today to purchase Pro Plus, but that the payment didn’t go through.
Was your new card denied, or was there some other issue?

I’m not sure how you have “two active trial licenses tied to my old email”?
Trials are time limited, so if they are old they should have expired.

If you want to change the email associated with an existing, active, subscription then you will need to contact support to do that.
This is a user forum, we do not have any access to accounts or billing.

*You will need to raise a ticket with support.
As you appear to have multiple issues then it may be simplest to ask for help with getting the new Pro Plus at your new email, and then ask for any existing subscriptions (on the old email?) to be “merged” into it. You would then have just one licence and one key.

Support is an email service, it is not ‘live chat’ so don’t expect instant replies.

If you use the form at this link: CCleaner Support Community you will be given a ticket number - make a note of it.
You will then get an automated email reply with some general information (which will probably not interest you).
Your support ticket is now in the queue to get to a person.

You can also contact CCleaner support by emailing: support@ccleaner.com

You should be aware that support are taking a very long time to reply at the moment, particularly if your CCleaner and/or current email isn’t showing as registered with them yet so it’s not showing that you have actually paid for support.

Once you have sent a request then don’t send further emails/requests until you get a reply from a support agent.
If you do then that will just slow things down even more.
While your request is in the queue waiting to get to a support person the queueing system will see any/all new communication from you as further information for your existing request, so adds it to the ones you have already sent and puts it all at the back of the queue again as one new request.