I added 3 additional devices to my Individual License, why can't I get on a phone?

Tribikn1 · 2022-05-31T22:03:01+00:00

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I noticed that the Individual license is for 3 computers, so I selected the option for the 3 additional devices. I can get on my friend's computer no problem but still not able to get on my personal phone for testing, even though it has been added. It sees the phone and will let me attempt to log in but then I get a message that "remote access is for a license computer". My license if for 3 computers and 3 additional devices. The phone I think is defaulting to a computer license not the 3 additional device licenses. I think this is the problem. How do I get it so see the phone under the additional device licenses agreement that I paid an additional money for?

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Ying_Q

Hi @Tribikn1,

Thank you for posting in TeamViewer Community!

As you are using the license option of Remote Access, this license does not include mobile device support.

In other words, the limitation with Remote Access it that you can NOT remote control to the mobile devices like mobile phones, tablets and ipads.

If you would like to contact TeamViewer Support Team for further discussion on how to use assign the remote devices, feel free to raise a support ticket 📝

Best,

Ying_Q

Tribikn1

The device option says DEVICES not computers. If I can only add 3 more computers, it should say "Computers" NOT "DEVICES". I find this very confusing. We have tablet devices, phone devices, Chromebook devices, etc. If I have a Windows Tablet with no keyboard, does that fall under device or a computer? Now I have to get my money back on the 3 devices option because of TV's poor information and communication. I had a tech agent get on my computer and this was never mentioned as the problem. He spent a very frustrating hour with me. I have been suffering as to the root of this problem for a week. It is all because the 3 option terms does not say computers. Very inconsistent.

Tribikn1

Hi Ying_Q,

This is what I sent Scott from TeamViewer on this issue:

Specialist Scott,

I do have another issue. First, I am not a company but an individual trying to help a former homeless person with his technology. I was using TV to access his computer and phone. Because of being blocked, he had me get an Individual license to get on his computers. I didn’t realize that an Individual license for 3 computers met only Computers i.e. Windows computers and not a phone. When I saw that I could do a add-on for 3 additional devices, I assumed that would give me access to other devices such as a tablet, phone, chrome book, ETC. Why would TV make this confusing? If the 3 add-on device option is really computers, state 3 additional computers or additionally no tables, phones, chrome books are included in this license. I have spent a lot of time and so has your Tech people trying to help me with this, and it wasn’t until yesterday I was informed that devices doesn’t mean devices. It means computers. I don’t need access to 6 computers. I need access to one computer, one phone, and one table that he has not turned on in over a year. So that is why I we need a refund on the 3 add-on devices because it is not devices but computers. See attached pdf.

I hope you can understand our frustration in this matter. Please let me know if TV has a reasonable price solution to my one phone access problem. We do love your product and in no way have used it for commercial use.

Thanks DW Nesper