Lindsay Porter Posted October 27, 2023 Share Posted October 27, 2023 18 October 2023: I purchased CCleaner PC Professional. Payment was made and I received the confirmation email with my reference number and invoice. The confirmation email indicated there will be a slight delay in the delivery of my license key which should be resolved within 1-2 workday. No issues there, technical problems do occur. 20 October 2023: Still no license key so completed online form: Contact Form (ccleaner.com) and received an automated response. 22 October 2023: Still no license key or response from CCleaner. Sent an email to support@ccleaner.com 22 October 2023: Did a license lookup CCleaner.com - License Lookup where I can see expired or disabled licenses. I don’t see the license key for my renewed subscription. 23 October 2023: Still no license key or response from CCleaner. Sent an email to support@ccleaner.com 24 October 2023: Still no license key or response from CCleaner. Sent an email to support@ccleaner.com 25 October 2023: Still no license key or response from CCleaner. Sent an email to support@ccleaner.com 26 October 2023: Still no license key or response from CCleaner. Sent an email to support@ccleaner.com 27 October 2023: Still no license key or response from CCleaner. Sent an email to support@piriform.com and support@ccleaner.com I also reviewed Trustpilot, CCleaner Reviews | Read Customer Service Reviews of www.ccleaner.com (trustpilot.com), and people are reporting the same issue. The response from CCleaner is either “We are sorry to hear about your recent experience. We pride ourselves on our quick, effective customer service and it is our priority to ensure our customers receive the highest level of support. We sincerely apologize if this wasn’t the case for you and we will do what we can to rectify the issue. Please send us an email to support@ccleaner.com. We can help. Thank you.” OR “We appreciate you taking the time to share your feedback with us. We apologize for any difficulties you may be experiencing. We would like to investigate this matter further. Kindly send us a message to our team through chat or phone by visiting https://support.piriform.com/hc/en-us. We are here to assist you. Thank you.” I’ve done both and just not getting any response. Has anyone else encountered this issue? I’m at a loss as what to do. Link to comment Share on other sites More sharing options...
Moderators DaveJustDave Posted October 27, 2023 Moderators Share Posted October 27, 2023 1 hour ago, Lindsay Porter said: No issues there, technical problems do occur. From people posting similar issues on here it seems that this does happen now and then. But it generally automatically resolves itself and issues the key within a couple of hours. Longer waits have been popping up, albeit at a small percentage out of the thousands of orders per day. I suspect something amiss with the purchase link - to help the CC folks narrow down the origin of the issue, did you order via a "you have expired" email, a "you expire soon" email, from inside the product (if so where?), etc? 2 hours ago, Lindsay Porter said: 22 October 2023: Did a license lookup CCleaner.com - License Lookup where I can see expired or disabled licenses. That would have been a step I would have recommended in case the late send of your licence key got lost :-). With regards to the multiple emails that you sent, were they all raised as separate tickets with different ticket numbers, or as replies/followups to the first one? If the latter, note that adding comments to a ticket that hasn't made it to the front of the queue yet doesn't jump ahead of anyone else. And if the former, multiple tickets on the same topic can actually slow things down when the multiple tickets get merged into the same case. Regardless, 7 days is an unusually long time for a customer query to be answered - unless any older licences had already expired, and the fact that the licence key was not yet issued means that the support system thinks you're a free user with no active licence (there's a hole in the bucket). @Laurence CCleaner FYI. Piriform Homepage - [CCleaner - CCleaner Mac - CCleaner Android - CCleaner Browser - Recuva - Speccy - Kamo] - Product Support Looking for your licence key, expiry date or download link? Check here first: https://www.ccleaner.com/support/license-lookup Other customer support? Check the contact details in your order confirmation or email support@ccleaner.com Privacy questions - read CCleaner's Data Factsheet. What's new? Check the latest CCleaner for Windows release notes or CCleaner version history. Disclaimer: Anything written in this post is not official Piriform communication. I am not a Piriform employee, just a forum moderator. Link to comment Share on other sites More sharing options...
Lindsay Porter Posted October 27, 2023 Author Share Posted October 27, 2023 Thanks Dave, I do appreciate the response. The old license had expired in May 2023. I've only got around to renewing it. All I did here was run CCleaner Professional and clicked on the "Renew License" button. All the emails I sent were replies/followups to the first one. Thanks! Link to comment Share on other sites More sharing options...
Lindsay Porter Posted October 28, 2023 Author Share Posted October 28, 2023 FYI I received the license key overnight and CCleaner is now active. Just a shame that it took 10 days to get the license key. Link to comment Share on other sites More sharing options...
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