Unable to login to Customer Portal and submit a ticket

TiagoClaus · 2021-08-23T21:03:30+00:00

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Hi.

I just paid for another year of Business license, but:

I am unable to login the Customer Portal. It shows the message that I need to click on an activation link sent after the purchase, but I did not get this message. There's a link to "activate my contract" but it just redirects me to the homepage of Teamviewer.com.
I am unable to submit a ticket, because every time I try, I am redirect to a post entitled "TeamViewer’s New and Improved Support Structure", which does not help me or answer my problem.

So, how can I access the Customer Portal? There's a lot of question about this in the community, but none helped me - and it showed me that something might be missing in this new "New and Improved Support Structure".

Thank you.

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Ying_Q

Hi @Chris_x2,

Thank you for contacting us on TeamViewer Community!

Please check your community message box for further information please.

Warm regards,

Chris_x2

TiagoClaus

https://community.teamviewer.com/English/discussion/comment/125188#Comment_125188

If you are also from a country not listed in the article below, that might be the issue:

https://community.teamviewer.com/English/kb/articles/60293-teamviewer-customer-portal

I was with me. They don't explain that to you, instead redirect you to the "new and improved support" post. Try instead to open a ticket. If you are having a hard time with that too, please look at my previous post, since it might help you.

Cheers.

TiagoClaus

So, Customer Portal is not available in Brazil, but somehow you thought that redirecting me back to a "new and improved support" community post was better than displaying a helpful message. 😒

About the support portal, there is a bug in the sign in, so I will explain below how I circumvent it in order to open a ticket and/or talk in the chat:

Go to teamviewereu [dot] freshdesk [dot] com (I am unable to post links, even from Teamviewer, please rewrite the URL) and log in with the same email account the license is attached to.
It will ask you to grant "account management" permission and redirects you back to the login page. 😣
Go again to the URL of step 1. Copy and paste it again in the address bar, replacing the current one. This time, you will be logged in the support portal.

This is definitely a bug, which I hope you will fix it soon because it took me several hours to figure it out - and I imagine it is impacting other customers.

Thank you.

TiagoClaus

https://community.teamviewer.com/English/discussion/comment/125182#Comment_125182

Hi.

How come this link for support portal is nowhere available?

Nevertheless, I was unable to sign in: In Firefox and (Chromium) Edge, it asks for "account management" permission, then tries to show the interface but I am then redirected back to the sign in page.

So, how can I submit a ticket if the support portal does not sign in?

I am baffled by the effort you are making A BUSINESS PLAN CUSTOMER goes through only to get support. Why can't I open a ticket via email?

Thank you.

PalmGrove

Don't bother, the same thing is happening to us. The support is non-existing and it seems that they have serious issues with their mail server as it is not sending verification messages (or anything simillar, like invoices). We were trying to obtain access to Customer Portal for two weeks now without any luck (or help from their support).

In the end, we had to open a Paypal case to get at least half of the money back (they raised our subscription by 2x without any notice) and we are still trying to get the rest refunded (seeking legal options) as they are simply not responding to emails. Joke of a company. Stay as far away as possible.

[removed per Community Guidelines]

Ying_Q

Hi @Venkkatesh,

Thank you for contacting us on TeamViewer Community.

As mentioned in previous reply.

Kindly raise a support ticket regarding to this issue please, TeamViewer support team will take care from there.

We thank you for your understanding and patience.

Warm regards,

Venkkatesh

I am trying to login to Customer Portal but i see the following error message .

Unfortunately, you have not activated your Customer Portal account. Please click on the activation link sent after your purchase.

Click here to activate your contract.

When i click on the link it takes me to the Home page i do not get any mail or activation link.

Ying_Q

Hi @TiagoClaus,

Thank you for posting on TeamViewer Community!

We are sorry for the inconvenience and confusion happened.

Please ensure that you have a licensed account to login on TeamViewer support portal for support ticket generation please.

License activation information can found on this knowledge article.

Once the support ticket is received, TeamViewer support team may assist for customer portal activation and any other further inquiries.

We thank you for your understanding.

Warm regards,