Complain About CleanMyMac - learn how to file a complaint

Finding a direct line to a human at CleanMyMac can feel like a mission. They funnel most users through their online support system. Here’s how to navigate it.

Official site: Visit CleanMyMac

You'll get an automated reply instantly, but waiting for a human feels like a whole different game.

Tips to Get a Quicker Response from a Complaint

• Be Specific: Instead of 'it's not working,' say 'The Space Lens feature crashes on my M2 MacBook Air running Sonoma 14.5.'
• Have Your Info Ready: Include your order number, the email you used to purchase, and your license key in the very first message.
• Use Keywords: Start your email subject line with clear terms like 'Billing Dispute' or 'Urgent Refund Request' to get routed correctly.

If CleanMyMac support goes silent or gives you a final 'no' that you don't agree with, don't give up. Your next step is to take it to an external body.

For a US-based software company like MacPaw, your best bet is the Better Business Bureau (BBB). You can file a complaint on their website for free. The BBB will forward your complaint to the company and ask for a response, usually within 14 days. MacPaw has a history of responding to complaints there, so it's a valid strategy. Just be aware, the BBB works, but prepare to wait. They aren't a court, but companies often respond to avoid a negative mark on their public profile.

You must show the BBB that you tried to resolve the issue with CleanMyMac first, so keep copies of your emails or support tickets.

Email Template to Complain to CleanMyMac

Subject: Formal Complaint Regarding Order #[Your Order Number] / Unresolved Issue

To Whom It May Concern,

I am writing again to resolve an issue with my CleanMyMac subscription, which I first contacted your support team about on [Date of first contact]. My ticket number was [Your Ticket #], but the problem remains unsolved.

On [Date of incident], [Clearly and briefly describe the problem. E.g., I was incorrectly billed $XX.XX for a renewal despite canceling my subscription, or The software's uninstaller feature failed to remove an application completely, leaving behind several large files].

Frankly, the time I've had to spend trying to fix this has been incredibly frustrating and is the opposite of the convenience your product promises.

To resolve this, I require you to [State your desired outcome clearly. E.g., issue a full refund of $XX.XX to my original payment method immediately, or provide a working solution to the technical bug and confirm in writing that it is fixed].

Please be aware that if I do not receive a satisfactory response within 3 business days, my next step will be to file a formal complaint with the Better Business Bureau.

Thank you for your prompt attention to this matter.

[Your Name] [Your Account Email]

Pro Tips for Making Your Complaint Heard

• Ask for a Supervisor: If the first-level support agent can't help, politely but firmly ask for your ticket to be escalated to a senior support member or a manager. Use the phrase, 'I'd like to escalate this issue.'
• Request a Transcript: If you're using live chat, always ask for a copy of the transcript to be emailed to you. This is your proof.
• Reference Their Own Policies: If your complaint is about a refund, find their refund policy on their website and quote it directly in your email. It shows you've done your homework.
• The Reddit Tactic: One user on Reddit mentioned they got a response only after posting their ticket number publicly on X (Twitter) and tagging the company. It's a bit aggressive, but it can work when you're being ignored.

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