Deleted user from Teamviewer

Alef · 2022-04-29T12:11:07+00:00

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Alef

Hello,

This has been asked before but this situation is a bit different. Please see below:

we have a user who left a long time ago and his account was deleted at the time
he rejoined our company now and we can't create an account for him as it says email exists.
used the "joincompany" link and he was able to reset the password but I believe because a 2FA is being set at the time, it now asks for an "Access Code" which is not being delivered to him either on his Cell or his Email.

Questions:

1- how we can have him join again and assign him a license?

2- how we can find out what was the previous 2FA that has been set for him to remove or replace with a new one.

I would appreciate it if you help me out as he has a key role and we have to give him access to endpoints as soon as possible.

Thanks in advance!

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JoshP

Hello @Alef

Thank you for your post, and welcome to the TeamViewer community!

It sounds like you have encountered a common misconception regarding Company Profiles and removing/deleting accounts. No worries, though, as this is an expected behavior with a simple resolution!

I'm going to start with the info you provided and a few explanations:

we have a user who left a long time ago and his account was deleted at the time

However...

he rejoined our company now and we can't create an account for him as it says email exists.

The last two words let us know a little bit more about what happened - when this particular user left your company, his account was removed from the Company Profile - however, this does not delete the account! Removing the account reverts the account to free, disabling any access to the licensed services it had when in your Company Profile. In cases where a personal email address is used or a contractor temporarily works with your license, this would be the option to use.

So, how do you resolve?

Simple! We have always had an option to add an account that already exists to your Company Profile:

Here's how the process works:

The user who wishes to join your Company Profile goes to https://login.teamviewer.com/cmd/joincompany
They will log in with their licensed account
The window shown above will appear, and they will enter the current Company Admin's email
Once submitted, they will appear as a request to join your Company Profile

We have more recently added the option for deletion of accounts from a Company Profile by a Company Admin, which means there are a total of three methods, with different results:

Delete - The account is deleted completely. All non-licensed data (groups, Computers & Contacts, user info, etc) is erased. Any licensed aspects revert to the Company Admin The email address associated with the account can be used to create a new account in the future
Remove - The account is reverted to free. All non-licensed data is kept with the account. Any licensed aspects revert to the Company Admin. The account is still active and the email remains associated
Deactivate - The account is disabled, but remains associated with the Company Profile. There is no change to the data (group shares, user info, etc). The account can be reactivated at any time. The email is still linked to the account so no new account can be created.

For your last question, the easiest way to determine if there is two factor authentication on the account would be to have them attempt a log-in. TeamViewer TFA utilizes an authentication app so if it is active you will be prompted to enter the current code. If no prompt, then you are good to go!

I hope this helps going forward! Let us know if you encounter any issues with any of the process - otherwise, have a great weekend!

Alef

Thank you Josh for your speedy response and thorough information.

I receive the below error when I add him as an existing user which brought up the "JoinCompany" link you provided above.

That said, the user can't log onto his Teamviewer account at all as it asks for an Access Code although he receives none via email or text. I believe he had a 2FA set last time he was employed by our company.

JoshP

Thank you for the clarification, Alef!

Regarding TFA

The authentication code for two factor authentication is not sent by email or text - it is displayed in the same authentication app the user used when they set up two factor authentication. This app would be Duo, Google Authenticator, Microsoft Authenticator, etc.

If the user still has the same phone as before, have them double check to see if an authentication app is still installed on their phone/device.

If there is, the code should still be generating (it auto-generates a new code within the app every 30 seconds), and they can enter the current code to log in or even disable the additional authentication.

If they do not have the app any more, then they may want to check for a file called TeamViewer_RecoveryCode.txt - this is the deactivation recovery code provided to the user at the end os setup for two factor authentication, which they can download or save otherwise:

If they have this code, they can disable the option at login as well.

If neither the app or recovery code are available - at this point it would be best to reach out to our support teams directly so they may take over and provide the best solution for you. You can submit a ticket or reach out via the phone, using local numbers provided.

Regarding adding the user to your account.

In order for the user to request addition to join, they will need to go to the link displayed and log in. As mentioned in the steps in my first response, the screen where it sounds like you entered their email is where they will enter the Company Admin's email after logging in with their own account.

With the above TFA issue, obviously that is not possible! Once you resolve that issue, however, then the user will be able to perform the steps. Please note, they will need to do this themselves as they must log in with their own account first:

The user who wishes to join your Company Profile goes to https://login.teamviewer.com/cmd/joincompany
They will log in with their licensed account
The window shown above will appear, and they will enter the current Company Admin's email
Once submitted, they will appear as a request to join your Company Profile

Once they appear as a request in your Company Profile, you simply click Accept.

Hope this helps, and good luck! Let us know once the TFA issue is resolved!