MacPaw Way Ltd.

Disappointed with after sale service

I have been a paid customer of CleanMyMac for quite some time and purchased a lifetime license because I trusted MacPaw and believed in the quality of their products. Unfortunately, my recent experience has been very disappointing. A feature that was previously included in my lifetime license (duplicate file selection) appears to have been moved behind an additional paywall. I contacted customer support to ask for an explanation, as this change feels unfair to customers who already paid for a lifetime license. The most frustrating part is not even the feature change—it’s the complete lack of communication. I have sent multiple emails over several days (now more than a week), and I have not received a single reply. Not even an acknowledgment that my request has been received. As a paying customer, I don’t expect instant solutions, but I do expect basic customer service and timely communication. Being completely ignored is unacceptable, especially for a premium software company. I sincerely hope MacPaw will improve its customer support and provide clear explanations when changes affect customers who purchased lifetime licenses. At the moment, I feel very disappointed with the level of service.

No support :(

Probably a decent product, but no support. I contacted them through three different channels and after more than a week did not hear back from MacPaw - all my messages were ignored. They promise to answer in 24-48 hours in the automated email, so 8 days is enough for me to make a decision to not proceed with a purchase and leave this review.

Good and fast customer service

Software top, customer experience flop

Software top, customer experience flop. After using the software private and in business for years, my last extend of the subscription was very bad. For more than two month, I couldn't use it because of missing activation key. Several chats with the AI-Bot ended in "we write to the support" but with no result. After the third try now it works, fine. But a compensation for the failure is not an option... so thanks for this..

Great customer service

Great customer service. Accidentally bought 2 subscriptions (one that was on my account on an old device) and Nick helped me out.

Had an issue with cleanmymac

Had an issue with cleanmymac, issue was solved after contacting customer service within 5 minutes! Brilliant! Am sold on you guys at how quickly you resolve issues. Thank you so much.

I subscribed to Macpaw for 'Clean my…

I subscribed to Macpaw for 'Clean my mac' after paying and downloading the product, it would not download as my Mac is a later version and I cannot down load the latest IOS so the programme will not run. I tried to cancel my subscription but they want £9 to cancel. What a scam. There is no number to contact them on or email...."DO NOT GO NEAR THIS SCAM"

I have 2 licenses

I have 2 licenses - for a desktop and laptop - but the one on my desktop suddenly stopped working. I have been emailing MacPaw for close to 2 months but no one has replied to me. It's very frustrating. * After posting my review, I received a message through Trustpilot inviting me to contact MacPaw, but unfortunately I misplaced the link. I was eventually able to get in touch with them using the chat feature. In the meantime, I resolved the issue myself and decided to pay for the upgrade. While I appreciate the opportunity to make contact and I'm pleased with the product, I still stand by my original review. I sent several emails seeking assistance and did not receive a response, which was frustrating at the time. That said, the software itself is very good, and I'm happy with the end result.

Excellent customer service

Excellent customer service. I could not get my license to work. Finally contacted customer service and it was solved in 1 day. Very fast, tot the point en helpful. Thanks you so much.

Excellent Service & Support

I was lucky enough that Tetiana Hrytsenko was on the case I opened. She was very knowledgable and helpful. She is a tremendous asset to your team!

Excellent customer support and…

Excellent customer support and excellent product. The customer support staff solved my issue almost immediately. In an industry where a human being is harder to contact than extra terrestrials, MacPaw distinguishes itself.

The response was very quick and very…

The response was very quick and very clear. I was very grateful for the excellent service! Thank you and congratulations! Michael

Nice product and solution basket

Nice product and solution basket - Excellent customer service !!

Even though I had paid my bill

Even though I had paid my bill, the system insisted on performing an update. After consulting your help center, the error was identified immediately: I had provided two email addresses. I just had to select the "correct" one, and then it worked. Everything was handled very quickly and in a friendly manner. Thank you!

Working with the MacPaw customer support team

Working with the MacPaw customer service and support team was a very welcoming experience. I think they should open another business to train staff at other firms, both in IT-related activities and other industries that say they are supportive of customers. I was actually able to talk to another human and explain my issue - the circumstances and requests were addressed immediately. Thank you

Tetiana Vuzh at MacPaw Customer Support…

Tetiana Vuzh at MacPaw Customer Support was extremely helpful, went above and beyond, and continued to help until the questions I had were completely resolved. One of the best customer services I have received, thank you.

I had to retire due to having a stroke

I had to retire due to having a stroke, and I left in the middle of purchasing CleanMyMac. I left in confusion, but once I recovered to my new normal, I bought a MacBook NEO and found that I already had 3 CleanMyMac licenses under my ID. I explained to MacPaw support, and they quickly sorted me out. As I couldn't live without CleanMyMac, I now have 1 copy of it installed, thanks to Support jumping through hoops.

Very satisfied

I was very surprised to have a response to my inquiry in just a few hours. The response was very professional, polite and comprehensive. Nick was great to communicate with. He solved my problem in one email.

Annual Plan to Lifetime 🏆

I’ve been using this service for three years now and it has been great and really helpful in finding so much random junk on my computer and helping with its efficiency. This service is an amazing price and just makes life so easy. My MacBook is coming up to 5 years old and is running like brand new and I attribute a lot of it to CleanMyMac. Also their customer service is amazing and so quick! I decided that I wanted to move to a one time life time purchase after having the annual plan but the plan had already renewed. I emailed customer service and got into contact with Roman Kravchuck and he made a special package that reduced the price of the life time purchase by the amount I already paid for with my annual plan. I really appreciate their help and highly recommend this service!

What a great (Ukrainian) software company

What a great (Ukrainian) company to do business with. CleanMyMac is an exceptional piece of software at a realistic price and backed up by great service. If you've got a Mac and want to keep it optimised this is the software for you