How to get help with license activation?

Wolffe · 2024-01-02T07:58:42+00:00

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This is incredibly frustrating.

Upgraded my license from free to a remote access license a few days ago. Customer Portal shows that my account and email address has that license purchased. I’ve received confirmation and invoice emails but no activation email (I’ve checked Junk). None of the actual products recognize my license and still show my account as “free”.

I come to TeamViewer Support and I’m punted to the Community because I don’t have an active license. Phone Support requires license. Submitting a ticket requires an active license. Do you see the hole in the process here?

Your newest customers having problems from the start are the ones being left with no quick and obvious solution to find help for their problem. Customers payments are without a doubt processed quickly and without problems. Afterwards the customer is completely on their own to struggle to get help. We’re denied all the obvious methods because we don’t having a license… even when we need help getting our license! How infuriating do you think that is?

I’m pretty confident that the public community is not going to be able to help me with a licensing issue. I see the other posts under “licensing” and, honestly, it seems so inappropriate that customers should be resorting to a public forum for these issues.

I’m already regretting my purchase with this convoluted platform.

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Ying_Q

Hi @Wolffe and @MSE08_,

Thank you for posting in the Community and we are sorry for the negative experience and frustration!

We are here to help! Suppose you cannot receive the license activation email. In that case, we strongly recommend contacting the TeamViewer Sales Team by phone ☎ or online chat 💬 on the TeamViewer homepage to confirm the order and personal information.

When you receive the activation email, please follow the steps in the Community article - Activate and set up your Remote Access license.

I hope my suggestion above will be helpful and welcome to comment below if you need any help with TeamViewer!

Best,

Ying_Q

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MSE08_

I am in the same situation. Unacceptable

Wolffe

Thank you Ying_Q.

So just to follow up on this.

I initially tried the online chat (before reading this message). I reached someone who told me they couldn't help me but I should phone in. I called in and selected support where I was promptly disconnected because I didn't have a valid license. Frustrations went to a new level. I wrote in the chat window that I am now even more frustrated because the phone support they told me to call refused me too. The agent on the chat just ended the chat without a reply. That did not help the situation in the slightest.

I called back and this time I went to the sales team. There I was able to reach someone who could finally help me with my problem. They were very pleasant and patient and they resent the activation email. It didn't work the first time so she had to do it differently the second time. However, she waited for me to receive it and I eventually did. Once I activated from the email everything was good.

This was NOT a good start to a business relationship. On-boarding customers should be the easiest and smoothest process you have... and it is far from it. The perception of a new person buying your product that runs into the simplest problem of not receiving that activation code is that there is no support available. Every where I turned I was being denied for not having a valid license already. The only channel you have for a quick resolution is to phone SALES and sales only. Yet this is NOT obvious in any way.

All you have to do is mention this in your confirmation or invoice emails and on your website. If you have not received your activation code please call Sales for assistance -- do not try to contact support.

Ying_Q

Hi @Wolffe and @MSE08_,

Thank you for posting in the Community and we are sorry for the negative experience and frustration!

When you receive the activation email, please follow the steps in the Community article - Activate and set up your Remote Access license.

I hope my suggestion above will be helpful and welcome to comment below if you need any help with TeamViewer!

Best,

Ying_Q