I have been trying to cancel automatic renewal of my C-Cleaner license. However it has been challenging to say the least. My Cleverbridge reference number is REMOVED BY MOD and payment was taken 1 October 2025.
The link generation functionality in the invoice email did not work. It said:
'Subscription overview
If you would like to review your subscription terms, update your payment details or cancel your subscription, please click the link below.’
This had expired.
I tried via the website system but it was unable to find my licence, saying,
‘Oops. We’re not able to find your license details right now. Please contact support for more information (and show them this message so they can help)’
I have previously contacted you in October 2025 at my unexpected renewal date, to request cancellation, but only just received an email now, in February 2026, saying the following.
"Dear [My name] -,
Thank you for contacting CCleaner Support. We noticed that you recently reached out to us for assistance.
As part of our ongoing improvements to serve you better, we’ve now transitioned from email support to live chat support. This change allows us to assist you faster and more efficiently in real time.
While our email inbox is no longer monitored, our dedicated chat support team is ready to help you with any questions or issues. You can start a chat with us anytime using the link below:
Chat with Us Now
Thank you for being a valued CCleaner customer. we’re here to help whenever you need us.
Thanks,’
So I also tried this via the website. It said: ‘A new link has been generated and sent to your email inbox. Be sure to check your spam folder if you can’t find it. If you did not receive a new email after a few minutes, please contact our Customer Support team.’ I eventually received an email.
However, the contact form does not submit. I have tried three times now, and can provide screenshots if you wish.
Hence I am having to sign up to a community support forum, another step! Just to make this request.
I find all this an unduly and excessively laborious process to a) cancel my licence b) request a refund. I am diagnosed with ADHD and only now also remember going through this process in 2024 when the licence renewed without notification close to the payment date as well.
The emails I received were phrased as ‘Your licence expires soon’ and ‘Your CCleaner license expires soon’. This - obviously - led me to think I was not signed up for licence renewal. As soon as I realised it had in fact been renewed, I immediately contacted you at that unexpected renewal juncture via this same form and am only now receiving a response 4 months later.
The bottom line is I never wanted to renew - in 2024 or 2025. This is a) misleading communication and b) a discriminatory process, to expect this number of interactions with your poor system just to cancel.
Additionally on this submission form there is not even an option for ‘CCleaner Professional’, for which the payment invoicing is labelled.
1) I request immediate confirmation that my subscription is cancelled.
2) I withdraw any previous permissions provided to use or store my card details, and request confirmation you have deleted them.
3) I request a refund for the 1 October 2025 renewal. This licence key has been unused. I can provide a screenshot of my Subscription page in-app showing that I have not activated the October 2025 licence key.
Regards
