CleanMyMac (2024) from MacPaw_issue

[BettinaJay]

Hello Brian,
Today, I noticed my Subscribed App CleanMyMac (recommended as part of the course by Damien of which I subsequently Downloaded/Subscribed a few years back), was not appearing in the Toolbar on Mac (Sequoia 15.1.1) on MAC (Studio).  Nor, could I locate the Application in my Application Folder.  Researched this online and then contacted MacPaw who product CleanMyApp.  I received an email in reply to my email from MacPaw with instructions and a link, to download the App again. It described the 'if you already have an Account/Subscription' press here.  (Screenshots att.).  It appears to be a new interface however layout the same.  One online (reddit) user stated App (2024) looked like a Trial Version.
I am here to see if you, your users in this community have anything to add on CleanMyApp.  It was recommended. I took it up and it was good.  It then, today, vanished off my Mac Computer.  
Contacting the developer/support has heralded me a link to download the CleanMyMac APP again however a) it does not state if I am now duplicating my renewal (prob not) b) if a cost hike of which I wish to be pre-informed? c) it appears far less than what the previous version I had subscribed to, was?
Any light you could shed would be greatly appreciated.
 

[BettinaJay]

I am trying to ascertain if this CleanMyMac new version that I had to go to the company, MacPaw to get as old version disappeared of Mac, is legitimate.
I apologise for long post. I do hope you understand my uncertainty.  Regards,

[Brian]

It's legit.

The current versions of CleanMyMac X are subscription based, usually paid in full annually. I upgraded mine, and if you have the latest macOS, you really should upgrade too. Utility Programs such as this need to stay current. If you use a really old version of CMM, on a new macOS, you could really screw up your computer.

Here is a screenshot of the new version that's on my 2017 iMac:

As to why it disappeared, I don't know. From my personal experience, my CleanMyMac X did vanish from the Dock Bar, but the older version was in my Applications Folder. When you do upgrade, I think it converts your license to the new version, so I would just un-install the old version anyway. Then open the program, right click on the Icon on the Dock Bar, and select "Keep in Dock." Then move it to the position on the Dock that suits you. As far as licenses, you should be able to log into your MacPaw Account and see what's up. If you have any questions, honestly, it's best to e-mail support. Turns out I had two subscriptions and didn't know it, and they refunded me and got things straightened out.

 

[Brian]

I'm moving this to the Macintosh Users Group, this is the Windows Forum.

[BettinaJay]

Hi Brian, thank you very much for quick reply that was helpful.  Noted your move of post. I will be more diligent in further future postings.  Also, the CleanMyMac upgrade is legit.
I did contact Support at CleanMyMac.  However, did not add here in post above, that I received triple and quadruple replies from Support stating:  a) 'Now that your issue has been rectified', emails (which my query had not been addressed) and  b) 'can you take our survey and give feedback', email/s. Additionally, c) a reference to 'the war in Ukraine and something about the Developer.

This, is what 'red flagged' the upgrade to me, the constant repeat non sensical emails. In addition to the old version on my Mac Studio, just vanishing from computer.  
The Upgrade is advisable on relatively new Mac. Upgrade to 2024 CleanMyMac complete.  New upgrade is (staying) 'kept in Dock'.  
I have asked several times to Support at CleanMyMac, if they could verify my Account details.  Primarily to ascertain that I am not running more than one Subscription. ie possible second different email.  Date of commencement, email address, amount subscription. I get replies as I stated above. Not addressing my question and way off topic. Auto generated, seemingly after my (initial) email.

Login Account shows me, my Account CleanMyMac is a 2020 Subscription. It makes sense. As this is when Damien suggested I get the App for Mac as I was undertaking his good courses. It appears to be the same email for Subscription, that I used to upgrade yesterday/today to a new 2024 version of CleanMyMac.
HOWEVER, as you stated above, to determine if I am running two Subscriptions (different email accounts) simultaneously.  This is what I was trying to ascertain and thought my Bank Statement/PayPal would provide this information, however, for some reason I can not see/detect the Subscription Renewal 'Name' or 'Amount' on my Statement.  Weird.  (Company name must vary from MacPaw)?
This has happened (duplicate accts) to me prior with Photosweeper App. I had bought/purchased twice.  When I contacted PhotoSweeper (duplication photos clean up software) their Support was most forthcoming, quick & assisted in outlining that I had purchased twice at end of last year (2023) and beginning of this (2024) and 'offered' me a) money back b) credit for other software applicable and gave me time to decide.  I have only done this once before taken up a Subscription mistakenly, twice.

This, is not the case with Support at CleanMyMac as I receive numerous 'unrelated' emails, back.  
One last thing.  Support also were not forthcoming as to whether I had 'additional emails' attached to my name/details.  
I will now try and log in using both the other emails to see if there is an Account.  If there is and I gain access to an acct which would indicate I am running (now) two Subscriptions, is there any advice you could give me to rectify this, if the company through Support is not addressing this?

Thank you Brian, if you could reply a short reply if you have one.  I greatly appreciate your knowledge and your time and do not wish to waste it.

BettinaJay


 

[Brian]

Part 1

To see what e-mail address is associated with the License Key for each CleanMyMac, Head to the CleanMyMac Menu, next to the Apple Menu, and select "Activation Info..." From there you should see your e-mail address that contains the License.

 

(I deleted my e-mail address for the above example.)

 

IF you used two different e-mail addresses for each of the CleanMyMac Software, there lies your problem. MacPaw treats each e-mail / account as its own separate "person," for lack of a better term. They aren't going to know that the same person has two different License Keys, you need to provide them with that info. Now, if you have the same e-mail for both, follow the instructions for "Part 2."

 

Part 2

Open CleanMyMac and head to the CleanMyMac Menu at the top, next to the Apple Menu. Select "My Account."

 

From there, it should take you into a Login Screen.

Enter your e-mail that the License is assigned to. Hit Next then go through the Verification Photo thing, like identify all the bicycles or fire hydrants in all of the photos. There is usually 2-3 of these things. Then log in with your password. From there, you should see what products you are subscribed / licensed to:

As you can see from my account, I have the older CleanMyMac X on the left, which I cancelled and was refunded. (This was my "extra" account.") In the Middle is my current CleanMyMac subscription. If you click on "Manage" on the current subscription, it will take you to a page like this:

As you can see in my example, I've used CleanMyMac for YEARS. (I'm thinking around 2010 is when I started?) Anyway, from there you should see subscription statuses and the like. When I click on the current subscription at the bottom, the older versions are CMM from times past that aren't compatible with the newer versions of the macOS, it will take you to this screen: 

As you can see, my subscription renews in September of this year. That's all I can tell you. If there is a problem, you should be able to provide MacPaw Support with more info.

[Brian]

As far as the extra e-mails, that's "par-for-the-course." Welcome to the IT Help Desk World! Those e-mails are auto-generated by software and not an actual person.

The goal is to log a new ticket, attempt to fix the problem as quickly as possible, then close said support ticket as quickly as possible. Then the support ticket is followed up with status e-mails of the ticket being closed, asking for a review of some sort, then it bugs you again about the ticket being closed. Then another e-mail, and another one... It's very possible to get 5-10 e-mails about your support ticket; I'm just so used to being in IT that I honestly stop paying attention to it. LOL!!! 

Remember, the majority of the internet is made up of software (95%) handling things and not actually real-life people (the remaining 5%) themselves.

[BettinaJay]

 

a) Substantiate email address associated to CleanMyMac (CMM) Account (upgrade 2024) .  CleanMyMac/Activation info.. CONFIRMED. It is the email of my name. (Screenshot attached).
b) 'My Account' attributed to this email, also states 'purchased Dec 2020.'. That would indicate when i first took up CleanMyMac.  (Good sign so far). Screenshot of Product Purchase associated with that account here.  CleanMyMac Mac Optimization Kit (it states).
c) Support CMM never gave me an option to close my ticket.  Support did not reply to query.  Then sent email stating 'thank you and glad it has been resolved'. (Paraphrasing. but that is the gist). Understand what you state about 95%/5%. However, have had Support (various) reply to actual issue/question in the past. THEN, the ticket was closed.
d) I understand that each email would be assigned to a separate account. I see this is my responsibility to provide Support with the (other) emails to confirm [Support did not reply].  Next option was to Log In to each email (2).  I did this and followed your advice.  I had done this prior however, it (seemingly) looked 'as if' I was 'creating' an account, so backed out.
However, I did this for email/s : bja.... and gle....
INTERESTINGLY and I am glad I did. After I went through the verification onscreen process (bicycles) and the code sent to the email I designated,
for email: bja...I did have a Product Purchase.  (Screenshot).  It was 'GEMINI'.
for email: gle....I did appear to have no Product Purchase.

This would lead me to believe that 2 of 3 emails are active.  (take out email : gle)
Being active with CMM are two emails:
[My name.....].  The email with the (upgrade version 2024) CleanMyMac discussed in points a) and b)
and
bja....Used to purchase in 2017. 'GEMINI 2' Software (Photo deletion software?)

My taking of this is the Product Purchase of Gemini in 2017 was a once off purchase.  No renewals?
My take also is possibly I should not use this (according to your previous info) as it may be too old a version and disrupt my newer computer being MAC STUDIO?  

Thanks Brian.  I hope I have been thorough.  No need to reply if you believe I have a clear understanding. I thank you very much for your clear and detailed messaging supported by images.    If not I await a reply at your leisure.



 

[Brian]

19 hours ago, BettinaJay said:

My taking of this is the Product Purchase of Gemini in 2017 was a once off purchase.  No renewals?

They were giving out Gemini 2 a few years ago. The Infinity Symbol means you have the license forever, it's not a subscription. Looks like you have one instance of CMM, which is fine. It also looks like the newest version's icon, so that's good.

[BettinaJay]

Thank you Brian.  Agreed above.  The Gemini 2 s/ware is on my MAC PRO 2017 (late).