Professional License Active but Not Recognized by Support

CCleaner for Windows
1

Hello CCleaner Community,

I’m seeing a strange mismatch between what the app shows and what Support can find:

  • In CCleaner Professional (v6.37.11523) on Windows 11 Pro x64, under Options → License Key, it shows:
    • License Key: (hidden)
    • Product Status: Active
    • Expiry Date: Sunday, 24 August 2025 (41 days remaining)
    • Auto Extension: Enabled
  • Yet Support has informed me that no active licenses are associated with my email

My questions:

  1. Why might the Support system not locate my active license if it’s clearly active in-app?
  2. Could the license be tied to a different email than the one shown?
  3. How can I verify or update the email address linked to my license so Support can match it?

Thank you in advance for any insights!

2

Accounts, and so licences/keys, are tied to the email address that they were purchased/registered with.

Presumably you were sent a key that you then registered in CCleaner to activate it as Pro.
So that key must have been sent to a valid email address that you had access to at that time.

That is the email address that you need to use when accessing or talking about your account.

If you have changed your email since you purchased/registered (perhaps losing access to the old email) then you need to let Support know that, giving both old and new emails.
They need that old one to find the account.

As presumably you can still see your key in CCleaner itself then is there a particular problem that we may be able to help with here?
(Or is this a case of wanting to cancel the auto-renewal?)