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How can I get back my account?

Hi everyone

I recently sent my phone to be repaired and they switched it for a new device. Now I do not have access to my authenticator and my recovery passphrase anymore. I'm trying to find a way to get my account back but everything seems to lead into a dead end. I really need the account as our company policy does not allow team viewer accounts set up with personal emails.

I can't call customer support because I do not have a licence.

There is no documentation on what to do in this case.

I can't open a ticket because again, the account does not have a licence.

There's no other recovery options as far as I can tell.

How on earth should I be able to get back the account? I feel like I can't be the only one that ran into this problem right?

Any help would be greatly appreciated

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SophE

Glad to hear the previous information helped, and thanks for the follow‑up question @BasicallySerena 😊

Yes, you can use the same email address for your new TeamViewer account once the old one has been deleted.

To request the deletion, please send an email to privacy@teamviewer.com. After our dedicated team completes the deletion, the email address becomes available again for a new account.

Please keep in mind that all account deletions also remove all associated data, including your devices and contacts, policies, and connection reports.

If you plan to enable two-factor authentication again, make sure to store your recovery code securely and consider keeping more than one printed copy.

Feel free to reach out if you have any further questions. We're always here to help.

Best,
Sophia

BasicallySerena

Hi Sophia,

Thank you for the detailed and quick response. That really helps! It sounds like creating a new account is the best way to go.

I just have one more question… Can I use the same email address for the new account? My understanding is that this isn't possible while the old account is still active. Is there a way for me to verify ownership so I can confirm the deletion of the old one?

I sadly cannot use any other e-mail as it is our company's policy to use my work email.

Best regards,
Serena

SophE

Hi @BasicallySerena,

Welcome to the TeamViewer Community, and thanks for reaching out.

When two‑factor authentication (2FA) is enabled, the recovery code is the only way to regain access if you lose access to your mobile device and/or the authenticator app.

Please note that TeamViewer cannot deactivate two‑factor authentication for you, and without the recovery code, there is no way to restore access to that specific account.

Therefore, you will need to create a new TeamViewer account and have your company reassign access to you.

More details about 2FA and recovery options can be found here:

Two-factor authentication for your account

If you need help setting up the new account or have any further questions, we’re here to support you in the Community.

Kind regards,
Sophia

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