MacPaw Way Ltd. Reviews 3,580

Reply from MacPaw Way Ltd.

Jul 3, 2025

We appreciate your feedback and understand the frustration that changes like this can cause.

When you purchased your CleanMyMac X license, it was a one-time payment, not a "lifetime" license—a distinction that has always been clearly communicated in our product communication and policies. The license grants full access to the specified product version for the duration of its use, inclusive of ongoing maintenance and support.

The release of the new CleanMyMac in 2024 marks the first major paid upgrade in seven years. The update includes a redesigned interface, a new engine, broader macOS support, and enhanced modules. Notable additions include the return of Space Lens and a more intuitive Assistant that helps guide users based on their Mac's current state. While some of its core functionalities persist, the technology and direction behind the app have undergone substantial evolution.

We hold the trust placed in us by our early supporters in the highest regard. For this reason, CleanMyMac X remains available for download, activation, and use on supported systems. If your device does not support the new version, CleanMyMac X will continue to function as usual.

We understand that not every change will be well-received by every user. However, we would like to emphasize that the decision to move forward with a new product model was not made hastily. It reflects not only the need to adapt to the evolution of macOS but also to continue providing a high-quality, secure, and modern tool for Mac maintenance.

We would like to express our gratitude for your continued support and for your commitment to excellence.

Reply from MacPaw Way Ltd.

Jul 3, 2025

Thank you for sharing your feedback.

We apologize for your unsatisfactory experience with our support team and recognize the frustration that can arise when resolving a license issue takes longer than expected.

After reviewing your case, we can confirm that our Support team has already assisted you and that your CleanMyMac license is now active and valid through December 2026. We hope that everything is functioning as expected on your end.

Your feedback is essential for our continuous improvement. Thank you again for your patience.

Reply from MacPaw Way Ltd.

Jun 23, 2025

Thank you for sharing your feedback. We are sorry to hear about the frustrating experience you had managing your subscription. We understand the importance of feeling fully in control of these settings, and we take such concerns very seriously.

To investigate this properly and follow up with a resolution, please click "Provide more information" in the email Trustpilot sent you and share the email address linked to your MacPaw subscription. This will help us locate your request and address the matter in full.

Reply from MacPaw Way Ltd.

Jul 2, 2025

We apologize for the inconvenience you have experienced and would like to clarify a few important points.

At MacPaw, we are committed to transparent billing and user control. All subscriptions, including cancellations, can be managed conveniently through your personal account at my.macpaw.com. We also send advance email notifications before each renewal, so you always have time to make adjustments if needed.

Unfortunately, we were unable to locate any support requests from you over the past year. To facilitate a thorough investigation, please click "Provide more information" on Trustpilot and share the email address associated with your MacPaw account. This will allow us to identify your subscription and offer the best possible assistance.

We take accusations of this nature seriously and would appreciate the opportunity to review your case in detail.

Reply from MacPaw Way Ltd.

Jul 7, 2025

We are deeply concerned to learn about the challenges you have faced with your saved passwords, and we recognize the significant inconvenience of losing access to them, particularly for accounts that are crucial to your business operations.

CleanMyMac is Apple-certified, meaning it has been reviewed and approved by Apple to be free of malicious components. In addition, MacPaw has received ISO 27001 certification, which confirms that we adhere to internationally recognized standards for data protection and information security. Regular audits help ensure that our software remains safe, transparent, and compliant with the latest macOS privacy guidelines.

We would like to clarify that CleanMyMac does not delete saved passwords or interfere with login credentials stored in browsers like Firefox. CleanMyMac focuses on removing system junk and browser-related data such as caches, cookies, and browsing history. However, credentials are treated as sensitive data and are never removed.

For more information on how the app handles sensitive browser data, please refer to the following link: https://macpaw.com/support/cleanmymac/knowledgebase/privacy.

You have full control over the cleaning functions of CleanMyMac. Prior to executing any cleanup process, the application presents a comprehensive list of selected items, including browser data. This list can be reviewed and items can be deselected if there are items to be kept. No items are removed without your explicit confirmation.

We're sorry to hear that your experience with CleanMyMac hasn't gone as expected, and we understand how frustrating that can be.

Reply from MacPaw Way Ltd.

Jul 3, 2025

We apologize for the delay in processing your refund and understand that this is a frustrating situation.

If the refund was processed successfully, the funds should have already been deposited into your account. However, depending on your bank's internal processing times, there may be a slight delay. We recommend contacting your bank or payment provider directly for further clarification.

We would be pleased to verify all relevant details on our end as well. To assist us in resolving this issue, please click "Provide more information" on Trustpilot and share the email address associated with your MacPaw account. This will allow us to thoroughly review the matter and ensure that no details have been overlooked.

Reply from MacPaw Way Ltd.

Jul 7, 2025

Thank you for your feedback. We apologize for the delayed response. Due to an unusually high volume of requests, we have experienced a delay in our response time. We are continually working to improve our response times and ensure that each request receives timely and personalized attention.

To clarify, MacPaw is fully operational, and our support team continues to work daily to assist all users, including with complex billing cases such as the one you described.

To assist us in resolving this issue, please click "Provide more information" on Trustpilot and share the email address associated with your MacPaw account. Once we receive it, we will prioritize your case and follow up directly.

We appreciate your continued patience and for bringing this matter to our attention.

Reply from MacPaw Way Ltd.

Jul 8, 2025

Thank you for sharing your experience. We have experienced a significant increase in the number of support requests, which has led to delays in response times for some users. We recognize the frustration this can cause, particularly when seeking prompt assistance.

To ensure that we provide you with the appropriate assistance, please click "Provide more information" on Trustpilot and share the email address associated with your MacPaw account. Once we receive it, we will locate your case and follow up directly.

We appreciate your patience and are here to assist you in resolving this issue.

Reply from MacPaw Way Ltd.

Jul 11, 2025

Thank you for your feedback.

We apologize for the delayed response. Due to an unusually high volume of requests, we have experienced a delay in processing your inquiry. We are continually working to improve our response times and ensure that each request receives timely and personal attention.

We have now located your original request and prioritized it internally. We will respond promptly to ensure that your issue is thoroughly addressed.