I'm paying for a license, but my user keeps showing me in the "free" plan

Question

I've been paying for a TeamViewer Remote Access license, and I get the invoices to my email, but when I log in with that email, it shows me as if I was in a "free" plan.

I got an email saying I could manage my invoices and subscriptions in the customer portal, but when I log in, it says that I "don't have access to Customer Portal yet". It says I need my invoice or license number to activate my access, but it doesn't tell me how. There is also a phone number I've tried to call (+49 7161 60692 50), but the call drops every single time after about 20-30 seconds.

How can I activate my access to the customer portal? And please check my account so that it shows that I'm on a PAID license and not "free".

Maria Aragon · Answer

Hello Akiho,

Thank you for replying.

I tried the link you shared for  Customer Portal activation, but there, they say:

If you are an existing customer, please click on the following link ➜ Activate the Customer Portal, and enter your invoice number.

If you click that link, you'll be redirected to a page where they ask you to enter your email address, not your invoice number.

I tried entering my invoice number regardless, and sure enough, it said "Please enter a valid email address and try again."

So that "Activate the Customer Portal" article in the knowledgebase seems to be outdated.

There, they also say:

You can contact our customer support via this link if you encounter any issues during the activation.

But that link takes me to a page that shows no options to do anything, so something is also missing there.

Still haven't been able to resolve my issue :(

Akiho · Answer

Hi @Maria Aragon,

Thank you for reaching out to our Community.

If the issue remains unresolved, please try the followings:

Please note that license activation and Customer Portal activation are separate processes. License activation is required to link your Remote Access license to your TeamViewer account and enable the use of your purchased license.

For Customer Portal activation, since you received your invoice by email, please locate your invoice number and use it to complete the portal activation process.

To activate your TeamViewer license, please refer to the article below, which provides step-by-step instructions for license activation:

Activate and set up your TeamViewer Remote Access license

Hope you find this helpful. Please keep us posted on how this goes.

Best,

Aki