Licence not being accepted

[Stewron]

I've bought the licence, downloaded and installed it but I can't register it. I've entered the details correctly several times. Help!

 

 

 

Edited May 3, 2020 by Stewron

[Stewron]

Okay sorted. Bizarrely the Licence name on the registration confirmation email was different to what it actually was??

[nukecad]

We do occasionally see mistypes of a users name. (users have even mistyped their email address on a couple of occasions, meaning that they didn't get the confirmation email).

It one of the reasons why we always suggest copy/paste of names and keys from the confirmation email.

[Stewron]

Hmm, Except the registration email said my company name with the licence code but I had to use personal name for it to register. It wasn’t simply a cut and paste issue. Wierd!

Edited May 4, 2020 by Stewron

[nukecad]

Pretty odd unless it somehow got 2 the different names when you purchased (or possibly had purchased before?).

Dunno, I've never actually purchased CCleaner Pro nevermind the Plus bundle.

[Anthony Parsons]

I am not being given the option to emter a user name, I get one box for the the Liceence key??? And is saying the key is invalid?

 

[nukecad]

The new registration, as of v5..66, only asks for a key in the registration box. (I'm not sure if it asks for a name later, I've not had to go that far).

We recommend that you copy/paste the key from the confirmation email, so as to avoid any typing errors such as 1 & I, or S & 5, etc.
(It also needs the '-'s seperating the digits).

[Dave CCleaner]

This is now a two-step process, first the licence key:

.. and then your name:

Changing this to two screens in 5.66 was done for future compatibility to changes in the licence system, but also to help provide more specific guidance with registration issues as to whether the problem is that the user needs to correct the entry of their licence key or their name.

 

[Anthony Parsons]

22 hours ago, Dave CCleaner said:

This is now a two-step process, first the licence key:

.. and then your name:

Changing this to two screens in 5.66 was done for future compatibility to changes in the licence system, but also to help provide more specific guidance with registration issues as to whether the problem is that the user needs to correct the entry of their licence key or their name.

 

This was my thought, so deleted my original copy and downloaded a fresh one using the link in the email with the key, still getting the "Invalid  key message" so the advice in the email ref making sure I type the user name exactly is redundant.

I am cutting and past the key.

Regards

 

 

[Stewron]

Is the link in the licence email to 5.66 or 5.65?

[Dave CCleaner]

3 hours ago, Anthony Parsons said:

I am cutting and past the key.

I think I may have found a potential data-entry trap with the new format of the licence key input box.  To accommodate different-length keys, the box no longer limits the number of characters that are entered, so it would be possible when copying and pasting to accidentally include some trailing or leading whitespace, eg:

The developers are already looking at a way to make this field more robust to that sort of thing, but in the meantime, could I get you to check that no stray spaces crept in when you were copy-pasting?

 

[Anthony Parsons]

30 minutes ago, Dave CCleaner said:

I think I may have found a potential data-entry trap with the new format of the licence key input box.  To accommodate different-length keys, the box no longer limits the number of characters that are entered, so it would be possible when copying and pasting to accidentally include some trailing or leading whitespace, eg:

The developers are already looking at a way to make this field more robust to that sort of thing, but in the meantime, could I get you to check that no stray spaces crept in when you were copy-pasting?

 

Spot on Dave, registered no probs when I made sure to highlight the key exactly. Thanks

 

 

[Dave CCleaner]

12 minutes ago, Anthony Parsons said:

Spot on Dave, registered no probs when I made sure to highlight the key exactly. Thanks

@Anthony Parsons: thanks for confirming.  As mentioned above, we've hoping to make that entry field a little more robust in the next release, but in the meantime your case has helped contribute to an updated FAQ file  https://support.piriform.com/hc/en-us/articles/204043844--Problems-activating-or-registering-CCleaner-Professional