I'm told my Connections are blocked, invoice overdue. This is for Personal non commercial use?? Why has this happened, how do I fix? ID [removed per Community Guidelines],
Thank you for all the information @TimEspin.
Since you are not able to open a ticket, please let me assist, so that our customer support can dig deeper to understand what is going on, as my colleague @JeanK suggested.
Send me a private message with your e-mail address (from work) and your invoice number, so that I can look for your data in our records.
Best, Alena
@AlenaC @JeanK Can I have a fix please?
Dear Jean, thanks, never used for commercial, never received or been informed of an invoice whatsoever,
My place of work uses TeamViewer, is licensed; and I have connected from that account to briefly do something for family on 2 occasions.
Other than that, purely used for personal family needs. This is the 2nd time this has happened personally, kinda unnecessarily disruptive, and my license at work continues to unlog itself as well.
I appreciate you are a company and have to make money. But is there any way you can remove this invoice that is unwarranted and will not be paid?
I think I understand what is happening. Your place of work most probably has currently an unpaid invoice in their contract.
As you have used their corporate account on your personal computer, your computer is now classified as being a corporate computer belonging to the workplace's TeanVuewer contract and is therefore blocked.
The only solution I see is that your workplace pays the open invoice. This will unblock your TeamViewer access.
Totally impossible Jean. I use Team Viewer every day at work, could not possibly be unpaid?? Please take me off this, I understand you need to make money, but really unfair. My work login is [removed per Community Guidelines]. Please fix this.
The best practice here would be to open a ticket, so our customer support can dig deeper to understand what is going on.
Your company can open a ticket via the link below:
📩 Open a ticket
I hope they will find out soon the root cause of the issue.
All the best,
/JeanK
I can't from this login Jean, I'll have to do this from my work login I guess?
As a manager of an international Support Desk, I do need to ask -
We have been provided many remote options, and I will be reviewing, really not ideal.
Dear Jean
Both my personal and work accounts do not allow me to log a ticket. Immediately forwards me to a Teamviewer Community Page where there is no ability to log a ticket. I wrote this email, please log a ticket on my behalf. I can provide ***** info privately:
To whom it may concern
I manage a Software Support Team in Sydney & Singapore. We use TeamViewer for our remote support. My work login is *****@******.com; but I had a previous login *******@*******.com before my old company ********* was acquired by ******.
I also maintain a small non-commercial personal network at home where I often use my own non-commercial TeamViewer account to log into machines to administer domestic network issues. That account is *******@hotmail.com
These accounts very rarely overlap, but I do recall many years ago I did log in from work to assist one of my children with an issue maybe once or twice.
This week, home machines started to be cut off, complaining I have not paid an invoice? I have never received an invoice for my home non-commercial account, much less warranted one.
A discussion with Jean at the TeamViewer Community suggested that one connecting from one my subscribed work Accounts may have corrupted my home account? Which seems very odd?
Firstly, is there anything you can do to unlock or fix the Team Viewer connection for home non-commercial machine ********* in my ********@hotmail.com account. There is no need for this to be blocked?
Secondly, I have become quite concerned as to the impact using TeamViewer may have on my workplace. Can you answer these questions?
- Do my employees risk this happening if they connect to TeamViewer from work to home?
- Do our clients, rightly or wrongly, risk having their non-commercial Team Viewer locked if we assist them?
- And this is not quickly and easily fixed, as I am experiencing now?
I hope you can help me. I want to keep using TeamViewer at both home and work, but this is most troubling.
@AlenaC @JeanK Can I get an update on this case please, I have messaged AlenaC privately with my details.
@AlenaC @JeanK I received and email from TeamViewer a week ago acknowledging that all my use is personal, thank you for that.
Can you please tell me when, or how, this will be reflected in my access to the software?
Have you tried to uninstall and reinstall again? Sometimes it helps to get your account synced.
Hello @TimEspin,
It could be that a TeamViewer license has been used on your device (that has an overdue invoice linked to the customer account) and therefore blocks the connections.
Was your laptop used by a company before?
I have been extraordinarily patient with this. But I have uninstalled and reinstalled once a week for 3 months, this is still not fixed. This after you write to me acknowledging I am not using commercially.
As a manager in a Global Software Support Department that uses TeamViewer to support clients; I'm afraid I have no choice but to search for alternatives for our workplace. The risk of this inconvenience and subsequent inaction being inflicted on one of our clients because we use your products is far too great.
Hi @TimEspin,
I am sorry to hear that you are having a hard time with TeamViewer.
I recommend opening a ticket and attaching the log file to it.
Our engineers will be able to have a closer look at the issue.
Feel free to share the outcome of their investigation here, so we can all benefit from it!
@JeanK Wish I could submit a ticket. But as soon as I log in; I ironically get rerouted to a page about your 'New and Improved Support Structure' with no ability to log a case.
Here is my log file in any case. [removed as per Community Guidelines]
Please read the entire context of my issue @JeanK I have been incorrectly accused of commercial use, and Team Viewer have emailed me acknowledging this, I do not require a licence.
Therefore; how can I remove the restrictions of this inaccurate and false accusation.
I first enquired 4 months ago.
@TimEspin any chance you have at some point used your professional TeamViewer license (the one of your company) on your private device?
Once again @JeanK I would encourage you to read the case discussion.
Yes; I may have logged into a home PC from my workplace about 4 years ago, and that workplace account has recently been cancelled. But that does not condone or justify shutting down a personal, non-commercial account.
One simple question, is this reversable? Or fixable?
And will this happen to any other clients of the company I work for? I certainly hope not. That is a HUGE concern to me.
@TimEspin , I have read the discussion and understood your concern.
Just that you understand what is happening in the background, let me tell you that once you connect with a corporate license to a device, this device gets automatically recognized as a professional use device. This is why, technically, you have been blocked.
To correct this, we have put in place a reset form (which, according to your previous messages, you already have filled out and received feedback). This reset should flag your device back to private use. Unfortunately, we are unable to fix individual reset cases.
I have managed to acquire another old PC from my place of work to replace the one you forced to be obsolete due to banning and blocking my TeamViewer for private personal use, despite writing to me and acknowledging it was personal use..
On this new PC, I am getting THE EXACT SAME ERRORS!!!!!!
DO you mean to tell me every PC from my place of work is now unable to run Team Viewer privately? They are all now permanently banned? Is there any way to unlicence a PC? I have to buy a brand new PC because you won't allow me to use your software on repurposed PCs privately????
@AlenaC @JeanK
@TimEspin,
This means that your license is not activated yet.
Depending on the license you have purchased, please follow the relevant activation guide:
I hope this helps.
This did not work @AlenaC
I have uninstalled and reinstalled 3 days in a row. In all cases also deleted Program Files folder, and tried 32 and 64 bit. Still unable to access, same issue as above.
What do you suggest next?
