Unable to gain access to my Account

[portland]

Hi

I am trying  to gain access to my account but it does not work  I have sent 3 emails to CCleaner support desk without any reply, is there any other way I can resolve the issue.

I have entered my email address and cut and pasted my CCleaner reference number.

 

[portland]

Hi

 

I am try to access my CCleaner account I have entered my email address and cut and pasted to reference number but it doesn't work. I have sent 3 email to support requesting help but have not received a reply, can anyone suggest how I can gain access to my account.

 

Thank you 

[nukecad]

No need to post more than once.

What is the issue that you are wanting to resolve?

Did you use the support form or email support@ccleaner.com ?

[portland]

Thank you for the reply.

I emailed support@ccleaner.com, I did get an automated reply for all 3 of my emails but no solution to my issue 

My subscription is due shortly and my card details have changed so no auto renewal !!!

 

 

[nukecad]

On the forum we usually see those wanting to cancel their automatic renewal rather than worried about keeping it going

That makes me wonder if it's that  confusing support?

The simple solution would seem pretty obvious though - just purchase a new licence/subscription using your new card. It will be a new licence key but just enter it in Options>Licence key.

If you do that with less than 90 days left on the old licence (and use the same email address) then the time remaining on the old should get automatically added to the new one.

[portland]

Thank you for the reply and the suggestion.

I do wonder if the simplest of solutions might be CCleaner support engaging me in a few emails.

I have used CCleaner, I now use the PRO Version, for quite some time but the lack of response to my issue does make me wonder if I should really bother trying to renew or just find another solution.  You mentioned a support form, how do I raise one of these, I am happy to give it one more attempt via a support form.

 Your assistance is appreciated   

 

[portland]

I found out how the raise a support form and have a raised my issue. 

[nukecad]

As I suggested -  just buy a new licence using your new card - problem solved.

[portland]

An UPDATE that may help others

I raised a support form and had a very helpful reply, within an hour,  from the Philippines, see the bold text below 

Apologies, at this current time the Manage Subscription Portal in CCleaner App and CCleaner webpage is no longer available. That's why even if you put your correct details on it, the page is no longer working and has an error.

In the future, we plan to implement a centralized account that will allow our customers to manage everything applicable to the license, purchase, and account.

They even generated me a link so I can access the "Manage Subscription Portal" of my account.

So the lesson is don't use the email support simply raise a support form, they answer that. 

I wonder how many other people have had the same issue as me and been frustrated by not being able to access their Manage My Subscription Portal, surely a message on the log in to the  Manage My Subscription Portal stating that it is currently unavailable would save a lot of customer frustration. 

[Nergal]

9 hours ago, portland said:

An UPDATE that may help others

I raised a support form and had a very helpful reply, within an hour,  from the Philippines, see the bold text below 

Apologies, at this current time the Manage Subscription Portal in CCleaner App and CCleaner webpage is no longer available. That's why even if you put your correct details on it, the page is no longer working and has an error.

In the future, we plan to implement a centralized account that will allow our customers to manage everything applicable to the license, purchase, and account.

They even generated me a link so I can access the "Manage Subscription Portal" of my account.

So the lesson is don't use the email support simply raise a support form, they answer that. 

I wonder how many other people have had the same issue as me and been frustrated by not being able to access their Manage My Subscription Portal, surely a message on the log in to the  Manage My Subscription Portal stating that it is currently unavailable would save a lot of customer frustration. 

This is the first the moderation team has heard of this. :(

[portland]

The bold text is a Cut and Paste from the email I received  and the "Manage Subscription Portal" link they sent me worked fine.

I am a PRO user if that makes any difference 

Edited January 20 by portland
spelling

[nukecad]

12 hours ago, portland said:

I wonder how many other people have .......... beem frustrated by not being able to access their Manage My Subscription Portal,

Plenty, there are posts about it regularly.

We knew that the 'Manage Subscription' button in CCleaner itself had gone missing some time ago, we weren't aware that the webpage link had also stopped working.

The manage subscription portal is obviously still there, - because they gave you a working link to it.
(I belive that the link given in the purchase confirmation email also still works).

So it seems a bit odd to remove it from the app and webpage.
Presumably they do have a reason for removing it, maybe they just want it's use restricted while they are changing things?
It's no doubt tied in somehow to the recent changes made to the licencing system itself, so that accounts will now cover all products from all the companies in the Gen Digital group

PS. It is good to see that support are now responding quickly again, both to the forms as you report here and to direct emails as reported on another thread.