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Dusty54

Ccleaner Subscription expiry Date Incorrect

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I have sent three emails to Ccleaner about this and have not received the courtesy of any form of reply. My subscription is due to end on 27th July 2020. I renewed it on July 5th. Now my license shows the next expiry date is 5th July 2021. Why? What happened to the remaining 22 days for my 2019/2020 subscription. Same thing happened last year when i renewed. Why?

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@Dusty54: I checked and can see that you raised a tickets as a free user over the weekend.   You followed up a second ticket on Tuesday, and a third separate ticket 20 hours ago, also as a free user.

On each occasion you would have been notified that (emphasis added):

Quote

Please note that we prioritise requests from our customers with active paid subscriptions.  If you are a paid subscriber but have contacted us from an email address other than the one associated with your account with us, please reply to this email to add your Cleverbridge order reference number (or your GPA order number if you purchased CCleaner for Android via Google Play) to ensure that we can respond to you in a timely fashion.  If you wish to add any other information to your request, then you can also do so by simply replying to this email.  Please note that opening multiple new requests may delay our response.

 

Since none of those tickets were from your account email, response would be delayed, as you were advised.  Also the first one was over the weekend, and our customer support desk currently only operates on weekdays at the moment. 

You raised a 4th ticket 17 hours ago from a different email address where you did provide your order number and I note that you received a response within 40 minutes - which seems like a pretty reasonable response time for the priority queue.

As @nukecad points out, as per https://support.piriform.com/hc/en-us/articles/360039530092-Will-I-lose-any-time-on-my-subscription-if-I-take-an-offer-to-renew-early- it can take up to 15 days for the system to automatically extend licences.  Looking now I can see your licence ending YVVF running until 25 July 2021 - which sounds right.  You can confirm this at https://www.ccleaner.com/support/license-lookup

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Well it is now the 3rd August 2020. I renewed my subscription to CCleaner on 5 July and CCleaner has removed the remainder of the time I had left, i..e true expiry date was 25 July 2020 if I remember correctly and made a new expiry date of 5th July 2020. Above it is said this will be credited back within a few weeks. Well this has not happened. This has happened to me before with CCleaner. So what I want to know is why and when is it going to be fixed? Seems it is impossible to contact CCleaner direct, which would prove more functional and expedient. 

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If it's not been automatically updated then it does look like you will need to contact support to chase this up; we don't have access to individual licences on the forum

The standard contact form is found here: https://support.piriform.com/hc/en-us/requests/new

Or you can email them: support@ccleaner.com

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Hello. Thanks for the reply. Have sent a couple of emails via the contact form and not received any reply. Will try the support direct.

 

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Requests to support are handled on a 'first come first served' basis, so new requests get queued and dealt with in order.

Which may mean waiting awile for a response if they are busy.

We are told that sending multiple emails/support forms can actually slow down the response.

TBH though I don't see why they can't send an acknowledgement that your request has been received and will be actioned, I'll suggest it to the staff.

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1 hour ago, nukecad said:

I don't see why they can't send an acknowledgement that your request has been received and will be actioned

This is in place for customer support inquiries received email to support@ccleaner.com or via the customer support form - if sent as a customer support enquiry.  But ...

9 hours ago, Dusty54 said:

Have sent a couple of emails via the contact form

Safest to email support@ccleaner.com directly.  We have had cases of customers never getting their automatic response or their personalised followup due to either mistyping their email address in the form or spamfiltering our response.  I was able to find your ticket - just in case, the response from us was sent back to three different email addresses that you had previously provided.

But in answer to your question raised, as per my note here from July 9th, the time credited seems to have been applied some weeks ago.  You should be able to confirm your correct expiry dates at https://www.ccleaner.com/support/license-lookup (using the email address you used to purchase with)

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