licensed and logged into management AND account but can't raise a ticket

p2cl · 2021-06-29T08:56:27+00:00

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p2cl

I (my company with my login as the login for everything) am a licensed TV user

I have a (Chrome) browser open ...

... with a tab logged into my licensed (and working) management console

... and another tab logged into my licensed (and working) account information (Customer Portal)

When I go to the "Submit a ticket" page I briefly see the "How can we help you today"

... and then it redirects to the community page (aka here)

This happens even if I follow the route from Customer Portal "Contact support"

What am I (or TV) doing wrong ... (note that I renewed the license last November in discussion with someone from your accounts team so there may have been a change somehow at that point

TIA steve

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p2cl

Thanks Alena, personal message sent with email address

best regards

steve

p2cl

My apologies Alena but I didn't notice your question. I have found a way to raise a ticket (see below) although I have no response yet (Support ticket #35772569). Just for closure I'll let you have the info you asked for in a private message.

That was 4 days ago but I live in hope :) ... I'll be back in a few days if it hasn't been dealt with.

To raise that ticket I found another thread about the issue and and clicked on a link it provided which worked (I was logged in). Apparently the issue is fixed but please see the actual thread for more info.

https://community.teamviewer.com/English/discussion/116594/not-able-to-raise-support-ticket

p2cl

Update ... I've just noticed that when the "How can we help you today" ticketing screen is briefly displayed, I can see my name and a link to "Sign out" in the top right of the page, so it does seem that I'm "signed in" in some way, just that I'm not allowed to raise a ticket and it redirects to the community page

AlenaC

Hi @p2cl

thanks for reaching out to us. Welcome to our community

I will forward this information internally for further investigation. Could you please send me your email address in a private message? I will be more than happy to assist you

Best, Alena

DS_WIT

Same Issue for me!

We use TeamViewer since more then 10 Years....but at the Moment i´m very angry about the Quality and the Service...i do not have time to spend hours with raising a ticket.

Esther

Hi all,

yes - I can confirm that there was an issue with the ticket system earlier that has been fixed meanwhile.

Just in case someone sees this and still having issues submitting a ticket even though the license is activated on the account, please clear the cache 👍

If you still face the same issue after checking the above and if you have a business license or above, please call our support team so they will assist you further: https://www.teamviewer.com/support/

Thanks and sorry for the hassle! We made sure that this issue won´t happen again!

Esther