I purchased Remote Access Licenses 2 months ago and still cant use it.

akelly

I activated my remote access licenses 2 months ago yet every time I log into my team view it still shows that I'm on the free version. I've uninstalled and reinstalled TV multiple times on my computer. I paid for four years up front. I've been given the run around when trying to get support for this issue. I log into my Customer Portal online and I see my subscription but when I log into WebApp or TV App it still shows as the free version. I'd really like the problem addressed please as it doesn't seem like any of the help documents I've followed seem to address and fix this issue.

Akiho

Hi @akelly,
Thank you for reaching out to the Community, and we are sorry to hear about the inconvenience with the onboarding process. 

Please know that it is required to activate the TeamViewer license and customer portal separately after purchasing the TeamViewer license. 

• A licensed TeamViewer account is necessary to submit a support ticket and establish licensed remote connections.
• Additionally, activating the portal grants access to the Customer Portal, allowing you to manage your customer data, invoices, and subscriptions.

Could you please check your email inbox, including the spam folder, to locate the activation link in the purchase email from TeamViewer?

• Once you confirm the activation links, you can take the activation procedures for your license account. Please check the following article for more information about the procedures: Activate and set up your Remote Access license.
• Should you have any issues locating the activation link, please contact our support team for further assistance.

Hope you find this helpful.

Please keep us updated on how this goes.

Best,

Akiho

HaraldZeh

Hi,

I click the "activation link" in my activation email from TeamViewer (received after purchase), then click "Activate" and then get the error:

"The license couldn't be activated. Another license is assigned to your account. Please contact our support."

But my account is still without any purchase license (is still "free license).

Any help?

Many thanks!

Regards, Harald

akelly

Hi Akiho,

I've gone through the process previously of activating my Team Viewer subscription. When I log into my account I'm shown my current subscription is active. I've clicked on the activation links in my emails as well. This being said, since I'm a paying customer I should have the ability to submit support tickets which I don't. This is a breach of contract. I've followed the steps in the links provided and I'm still not able to utilize Teamviewer remote.

akelly

https://community.teamviewer.com/English/discussion/comment/160037#Comment_160037

Hi Akiho,

I've gone through the process previously of activating my Team Viewer subscription. When I log into my account I'm shown my current subscription is active. I've clicked on the activation links in my emails as well. This being said, since I'm a paying customer I should have the ability to submit support tickets which I don't. This is a breach of contract. I've followed the steps in the links provided and I'm still not able to utilize Teamviewer remote.

akelly

I've had an active customer portal for three months. I've watched the videos on activating my licenses numerous times and I've uninstalled/reinstalled TeamViewer numerous times. I log into the TeamViewer web portal and under my profile it shows as Free just like my TeamViewer app. Is there any help more help that I can receive other than watching the videos on activating my licenses?

Akiho

Hi akelly,

We are sorry about the inconvenience.

Please know that prior activation of the TeamViewer license is required to submit a support ticket, and if the TeamViewer account is not linked to a TeamViewer license, the support portal will instead load the TeamViewer Community.

Kindly double-check your TeamViewer account status, and should you still have any issues with the activation, please get in touch with our support team by chat.

Thanks in advance for your understanding.

Best,

Akiho

Akiho

Hi @HaraldZeh,

Thank you for your comment.

If you still receive the error message, please contact our support team for further assistance.

We appreciate your understanding in this process.

Should you have any questions using TeamViewer, please do not hesitate to ask them in the Community again.

Best,

Akiho