Subscription Renewed but License Won’t Activate

CCleaner for Windows CCleaner Windows Help Requests
1

Hi everyone,
I’m having trouble activating my CCleaner Professional (Win 11) license and I’m not sure what to do.

My subscription renewed a few days ago, and I received a new license, but when I try to enter it in the app (v7.1.1066.0), it says the key is invalid. I also tested it on an older version (6.39), but the issue is the same. License key format is XXXX-XXXXXXXXXX-XXXX

Has anyone run into this before? Any advice on how to resolve it would be appreciated.

I tried to use a request form to reach the support, but it doesn’t work… (https://support.ccleaner.com/s/contact-form?language=en_US&change=true&form=general)

Thanks!

2

Perhaps try here

3

However a subscription renewal does not issue a new key, it ‘renews’ your existing key.

So did your existing subscription renew? Or did you purchase a new subscription?

That format is incorrect for a CCleaner licence key,
There are 2 possible types of key, but neither is formatted like that.

Where did you get that key from?
If it was sent to you in an email then what address is that email from?

PS.

After submitting that form then you MUST engage with the chatbot, it is currently the only way to contact support.
If you do not engage with the chat you will not get any reply.

4

Hi @Alex96,
I can see from our records that your support request has been escalated to our senior team for review. I have asked them to prioritise the case.

From the format of your key, I can confirm that you have an activation code. These codes are typically provided by third-party partners and set the license expiry date based on the first activation of the product rather than the purchase date. Once an activation code is used, it is converted into a wallet key.

Our records show that your activation has been successfully applied to your account and is now a wallet key. I’ve sent you a direct message with the details of your wallet key for your reference.

1 Like
5

@Laurence_CCleaner

So a wallet key. No other info? How are we supposed to advise users when new types of key are given with a different activation code now?

Is this key a one that ties all GenDigital products to a specific user?

6

Hi @hazelnut,
We have had activation codes for as long as we have had wallet keys. Usually, if they are used again, it should just automatically replace the key with the appropriate wallet key. I am investigating why this has not happened on this occasion.

7

Thanks for the reply.

The term wallet key has not been used on the forum before as far as I can tell, which is why I asked about it

8

Sorry @hazelnut A wallet key is a standard licence key with the format XXXXXX-XXXXXX-XXXXXX. I only used the term to differentiate it from the activation code, which is XXXX-XXXXXXXXXX-XXXX.

9

I have to agree with @hazelnut here.
Piriform/CCleaner/Gen Digital are increasingly relying on us experienced users to answer questions on the forum to take pressure off support - but without giving us the information needed to do that.
It gets frustrating to say the least.

PS. Just Google my username to see that I like to help others, don’t forget to googlr my AKA ‘newcad’. (And I do have some other AKA’s).

10

Thank you all for the help. I contacted the support and they gave me the activation code which worked :+1: (I had some issues at first with submitting a form via https://support.ccleaner.com/s/contact-form?language=en_US&change=true&form=general because it has always told be that I’m a bot :upside_down_face: , and accordingly did not show the button to send a request. Anyway I managed to do this via my phone).