Had to reinstall program. Now it nags to pay up even though it says I have an "Activated Licence".

AlanCossey · 2021-03-23T14:18:17+00:00

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I initially subscribed to Teamviewer remote back in 2015 and have kept renewing each year. On Saturday I had to re-install Teamviewer on my PC and now, whenever I finish taking over a customer's computer I get a nag screen asking me to buy a licence. When I go into my profile, it tells me I have an "Activated license", yet in the main part of the screen it says, "Free" under my name. When I click on Extras --> Activate License it takes me to the web version where it acknowledges that I have a Business licence.

How do I tell the program that I do indeed have a paid for, activated licence and stop it nagging me, please?

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JeanK

@AlanCossey as we have solved the issue via private message, I will mark this issue as resolved. 😊

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AlanCossey

Yes, please do. Thank you for all your help on this.

AlanCossey

Hi JeanK, as I mentioned in my post, I have renewed my licence each year. I am currently on 15.15.5, 32 bit. It was working fine last week before I had to reinstall it (following my computer repeatedly crashing and me having to reset Windows and therefore have to reinstall all my programs). Sorry for not making that clear originally.

So, to sum up, my licence is fully up to date for version 15.

AlanCossey

Hi JeanK,

Thanks for looking into this so quickly. I really appreciate it. That a**n@c******8.f*******e.co.uk email address is one I had years ago (1990s to mid 2010s-ish) and no longer exists. I have no password for that login so can't reset it as the resetting email would go to there. The email I need to use is the pdtl.co.uk one, please. This is the one I have been using for a few years now.

JeanK

Hello @AlanCossey,

Thank you for mentioning this.

I can confirm that the pdtl.co.uk e-mail is the one activated.

However, the logs show that you didn't validate the pdtl.co.uk e-mail when you created the account.

I recommend you to try the activation process from the start and to activate the license on the pdtl.co.uk e-mail

https://community.teamviewer.com/English/kb/articles/4326-how-to-activate-your-license

AlanCossey

Hi JeanK

When I click on Extras --> Activate License in the client program, it goes to my account on the web. There it tells me that my @pdtl.co.uk account is already activated. I have uploaded a screen shot.

How am I meant to activate an already activated account?

As you can see from my earlier upload of screenshots my client program says it is activated in the Options section, yet in the main screen it says it isn't. Thus it looks to me like the pdtl.co.uk account is indeed activated OK. It was working OK last week, yet something is not right. The client program is confused and needs sorting out. It may also be something at your end that needs sorting out if that is what sticks up the nag message after I have used Teamviewer to connect to a customer, each and every time.

I vaguely remember an email conversation a few years ago when I swapped from using my newly redundant freeserve.co.uk account to my pdtl.co.uk account. If I remember correctly my client program still said "Free" under my profile picture and name on the main screen even though my account was activated. If that is how it is to be this time too, no problem. However, I do not want to keep being nagged each time I use Teamviewer that, "This was a free session sponsored by Teamviewer.com. Teamviewer sessions are free for personal use. We thank you for playing fair! (sic)" and getting prompted to buy a licence when I already have one.

My use of Teamviewer is critical to my business and I cannot afford any hiccups.

JeanK

@AlanCossey there seems to be something wrong with your license, indeed.

I recommend you to contact our customer support directly so they can investigate further.

You can either:

Open a ticket (only works if the system recognizes your license, which might not be the case)
Call us directly

AlanCossey

How do I open a ticket, please? I tried ringing Teamviewer directly and was told that since my licence is for remote access, this does not include telephone support.

JeanK

@AlanCossey as we have solved the issue via private message, I will mark this issue as resolved. 😊

JeanK

Hello @AlanCossey,

As you bought TeamViewer 10, you can only use TeamViewer with version 10.

To use your license again:

1) Download and install TeamViewer 10

2) Extras ➜ Activate License

and enter the license key which is on your TeamViewer 10 invoice.

📌Note: TeamViewer 10 needs also to be installed on the devices you are connecting to.

JeanK

Thank you for clarifying.

It seems that you changed the login of your licensed account.

The new e-mail you have set up is: a**n@c******8.f*******e.co.uk

Could you please try to login with these credentials and see if it is working?