No recovery code to deactivate or change two-factor

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Answers

  • CBoulenger
    CBoulenger Posts: 3
    edited November 19

    @jamesd3rd Contact privacy@teamviewer.com and ask them to delete the account. After deletion you'll be able to recreate it.

  • Boski
    Boski Posts: 2
    edited November 19

    Hello,

    How can I restore my account ? I know correct password and "zero knowloedge" but I don't have access to 2FA code and I don't know recovery code.

  • JimmyRow
    JimmyRow Posts: 2
    edited November 19

    I have a TeamViewer account for which I set up TFA using a cell phone I no longer have (and no longer have access to the old phone number). I tried to do a password reset and now I'm locked out because I cannot receive the security code.

    I've been hoping I can just tell someone at TeamViewer support what my old phone number was so that I can verify my identity somehow, but I cannot find any method of contact for the free account.

    I am currently logged in on a brand new account with an old email address I haven't used in years just because I cannot use my main email address, since it is already associated with my original TeamViewer account for which I cannot use.

    Is there an email address or something I can use to contact a support person, or is there any other option for recovering my account?


    Thanks,

    Jim

  • JenW
    JenW Posts: 1,221 Senior Moderator ☑
    edited November 19 Answer ✓

    Hi @JimmyRow,

    Welcome to the TeamViewer Community ! 🌍

    First, could you please check if you have saved somewhere the recovery code when you activated TFA?

    If you don't retrieve this recovery code, as a free user, there are two options you can follow to get you started again:

    • You can use this brand-new TeamViewer account with your old email address.
    • If this option above is not optimal for you, you can request the deletion of your TeamViewer account by writing an email to privacy@teamviewer.com. As soon as the account is deleted by our dedicated team, you will be able to create the TeamViewer account with this same email address.

    Let us know if you have any further questions, we will be happy to assist you!

    Best,

    Jen

    Modératrice Communauté Francophone / French Community Moderator

  • JimmyRow
    JimmyRow Posts: 2
    edited November 19

    Thank you. I do not have the recovery code, so I will request a delete and start over with my preferred email address.

  • JenW
    JenW Posts: 1,221 Senior Moderator ☑
    edited November 19

    Hi @JimmyRow,

    Thank you for your confirmation!

    If you need any assistance, just let us know, we will be happy to assist you!

    We wish you a nice week ahead 🤠

    Jen

    Modératrice Communauté Francophone / French Community Moderator

  • ihf
    ihf Posts: 6
    edited November 19

    Is there a way to delete my Teamviewer account? I cannot login as I do not know my "Security code".I am asking this question from another account.

  • Ying_Q
    Ying_Q Posts: 2,721 Moderator ☑
    edited November 19

    Hi @ihf,

    Welcome to the TeamViewer Community!

    We are sorry that you have an issue with the security code while login into the TeamViewer account. For free account deletion requests, it is possible to process by sending the request to privacy@teamviewer.com and the internal team will handle the request individually.

    Best,

    Ying_Q

    Community Moderator/中文社区管理员
  • pacmanssj
    pacmanssj Posts: 2
    edited November 19

    Hi,

    I've lost access to my 2 factor and don't have my recovery code. Is there a way to either get the account deleted (so I can re register the same email address) or get it reset? Or is the only solution to create a new account with different email?

  • RichyRich2000
    RichyRich2000 Posts: 1
    edited November 19

    Hello all,

    Hoping someone can help!

    So I have the basic version of team viewer. I had an authenticator app set up on my phone to sign into my account. My phone is lost and there was no backup of the authenticator info - something I will definitely be setting in in the future! When I try to login from home i'm asked for this code but I don't have it nor do I have a recovery code!

    Luckily, I have another remote desktop app running on the PC I am trying to access, so I can open an active session of team viewer and the management console, but obviously if I logout I will lose access. Therefore, however how do I set up another authenticator app on the account to regain access if I don't know the 6 digit code I'm being asked for the deactivate the 2 factor setting:

    "Please enter your security code to deactivate two factor authentication for your account."

    "The security code needs to be six digits"

    I wasn't aware I had a 6 digit code... so i'm stuck!

    Any help greatly appreciated.

    Regards

    Rich

  • JeanK
    JeanK Posts: 7,052 Community Manager 🌍
    edited November 19

    Hi @RichyRich2000,

    Indeed, there will be no workaround, even though you have an open session; as you correctly said, the system will ask you for the code, even for the deactivation of 2-factor authentication.

    There are two options you can follow to get you started again:

    If you own a professional TeamViewer license:

    • Please contact our support via phone; they will guide you through the procedure: Contact us via phone

    If you are using the free version of TeamViewer:

    • You can create for free a new account: https://login.teamviewer.com/LogOn#register 
    • If creating a new account with a different email address is not an option and you want to use this same account again, you can request the deletion of your TeamViewer account by writing an email to privacy@teamviewer.com.
    • As soon as the account is deleted by our dedicated team, you will be able to create the TeamViewer with this same email address.

    /JeanK

    Community Manager

  • TechClint
    TechClint Posts: 1
    edited November 19

    I cannot access my account anymore as I do not have access to my authenticator that was setup. I need to either remove the authenticator or delete my account.

  • ihf
    ihf Posts: 6
    edited November 19

    I no longer have my 2FA key nor my backup codes. Is there a way to have the account deleted so that I can start over?

  • JeanK
    JeanK Posts: 7,052 Community Manager 🌍
    edited November 19

    Hi @ihf,

    Indeed, as explained above, you can have your account deleted so you can start over.

    If creating a new account with a different email address is not an option and you want to use this same account again, you can request the deletion of your TeamViewer account by writing an email to privacy@teamviewer.com.

    Have a great day,

    /JeanK

    Community Manager

  • MarcEngrie
    MarcEngrie Posts: 1
    edited November 19

    hi, I have locked out my [removed per Community Guidelines] account. I had enabled 2-form authentication using an app on my phone. As I found it not handy enough I removed it without considering the consequences. (stupid me). Hence I have no access any longer to the my TV account. Note I did use this account only occasionally to help out a friend once and a while. In meanwhile, I created a new account (and use 2FA but with Google Authenticator). However I would like to delete the [removed per Community Guidelines] account but can not. So my request is: can you remove that account and let me know.

  • Akiho
    Akiho Posts: 1,411 Moderator ☑
    edited November 19

    Hi @MarcEngrie,
    Thank you for reaching out to the Community.

    If you are using a TeamViewer for personal use, please write an email to privacy@teamviewer.com to request the deletion of the TeamViewer account.

    Please let us know if you have any other questions about TeamViewer.

    Best regards,

    Akiho


    Japanese Community Moderator / コミュニティモデレーター

  • Fred_teamviewer
    Fred_teamviewer Posts: 4

    How can I delete a free account I have becaue it's preventing me from being added to a paid Enterprise one.

  • Fred_teamviewer
    Fred_teamviewer Posts: 4
    edited November 19

    In fact I am getting increasingly frustrated with being sent around in circles. Doesn't every company have an obligation under GDPR to support a users right to have all their details deleted?

    If TeamViewer do not provide a mechanism to allow a user to do this themselves by having a workaround for an account that used two factor authentication and now the user cannot access the codes because it was 5-years ago and has not been used in all that time (new phone, new laptop etc.) then how can they comply with GDPR and how is a user supposed to address this?

  • Fred_teamviewer
    Fred_teamviewer Posts: 4

    Thanks for moving my posts. Just a comment… I think the guys on the chat should be provided with this information to save users having to waste time figuring it out themselves:

    "If you are using a TeamViewer for personal use, please write an email to privacy@teamviewer.com to request the deletion of the TeamViewer account."

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