Can't submit a ticket

SICH · 2021-06-05T16:18:57+00:00

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The community.teamviewer.com website has been really badly designed. Going to "Service>Submit a ticket" just loops back to the community.teamviewer.com domain. I've been looking around on the forum and multiple people have the same problem. I'd like to submit a ticket for cancellation of my licence, thanks in advance.

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Ying_Q

Hello @DentMosesLLP_2204,

Thank you for reaching out to me!

I have sent you a PM, can you kindly check ang reply the information please?

Look forward to hearing from you!

Best,

Ying_Q

DentMosesLLP_2204

@Ying_Q

I am also having issues creating a ticket to cancel our subscription as we no longer require it.

Could you please help me to also create a ticket regarding this and send it to me via email?

Thank you,

Akiho

Hi @AnnDal,

Thank you for your post.

The support ticket has been generated, so please check your email inbox and reply to the ticket. Our customer support team will assist you further via the ticket.

We thank you in advance for your understanding and patient.

Best Regards,

Akiho

AnnDal

I'd like to cancel my subscription. Getting redirected like everyone else. Please create a ticket for me, and cancel ASAP.

Ying_Q

Hi @Omar_Marc1,

Thank you for contacting us and Welcome to TeamViewer Community!

If the TeamViewer account is activated with TeamViewer License, kindly login the Support Portal with the licensed account for a ticket submission.

If the account remains unlicensed, kindly activate the license and learn the instruction from this article.

Alternatively, you may call TeamViewer Support Team for direct support.

Hope the information would be helpful!

Warm regards,

Omar_Marc1

Hi my boss asked me to assist him with this. He purchased license back in 2017 and was trying to get it working. I finally identified his account info and when i access his managment cnonsole, am not able to identify any license.

How can I speak with someone in support or sales? This site is way too difficult to navigate.

Ambiductor

I have the same problem as above. I cannot submit a ticket. Just going in a loop with all the links suggested above. So basically, this makes it impossible to ask questions or to terminate the contract. This is not serious behaviour of any company.

Ying_Q

Hi @JessCoffey,

Thank you for reaching out to us on TeamViewer Community.

If you have followed the steps to activate your license, kindly login on TeamViewer with your licensed account to check the activation status please.

Follow the path: TeamViewer -> Help -> About TeamViewer -> License : Business

Then your license is successfully activated.

Hope it would be helpful.

JessCoffey

I am trying to submit a ticket regarding renewing my business subscription but finding it impossible. I have tried to follow the steps to activate my license as that is the article it keeps taking me to every time I try to submit a ticket via my login, but I don't know how to get an activation email. If I already have TeamViewer installed, how am I meant to get this email?

AnthonyG2021

me too , i went around in circles.. try https://teamviewereu.freshdesk.com/

JeanK

Hello all,

We have good news - we can confirm that the ticket creation issue is now resolved. 👍

You can now open a ticket by using the following link:

https://support.teamviewer.com/en/support/tickets/new

We are sorry for the inconvenience caused.

Best,

JeanK

Ying_Q

Hi @daryl_123,

Thank you for contacting us.

Kindly check your email inbox for your support ticket and reply it with your cancellation confirmation please.

TeamViewer will get in touch with you at the earliest convenience.

Best regards,

daryl_123

Hi Yuri,

I am also having issues creating a ticket to cancel our subscription as we no longer require it.

Could you please help me to also create a ticket regarding this?

This has been quite frustrating and I think this was the reason I gave up on submitting a ticket a while back too.

kirkm

I have an active license and have had it for several years. I can not create a support ticket just keeps taking me to the community page over and over. How do i create one????

Flashtech

And I cannot submit a ticket, it just brings me to the this page? going in circles, please help

JorisDebonnet

One year ago, we received an invoice for renewal. We did not want it. We had to pay anyway because I had not cancelled enough on beforehand. Whatever, fine, we decided to just pay to avoid losing many more hours in this maze. I did however make absolutely sure to ask at the end of the ticket (#33773243) to make sure that our license and subscription would be cancelled. Yes, the support agent (Kerry W.) answered, he had made sure that it was cancelled and it would expire on 10 July.

So all good, right? It expired two days ago, right?

Yesterday, we received an email with an automatic renewal invoice. And this forenoon I have already wasted almost two hours, AGAIN, trying to figure out how to contact you to protest this invoice. I can't create a ticket because our license expired two days ago. I cannot reply to the ticket from a year ago because it has been closed too long. How am I supposed to protest an invoice that should never have been sent, if I can't contact you? This is incredible.

Yuri_T

Hi @Shellby164,

Thank you for reaching out to us and I apologize for any inconvenience caused.

Once you call our support team during business hours, they will assist you to create a ticket for the cancellation.

I understand your frustration and I appreciate your feedback here. I will forward it internally.

Thank you in advance for your understanding.

Kind regards,

Yuri

sathanas65

I can't login to the customer portal because it says I haven't activated my license, yet I have been using the program without issue, and it is clearly activated. I have had an active license since September 2019. In about section on the app it says "license: business".

Andreiz

Same problem here!!!! I want to cancel and refund my phone add on and I'm not able to contact them!

AnnKristinFRC2021

No matter what I try, and even if I log in with my licensed account and accept sharing and permissions, I am unable to submit a ticket! After I log in I can briefly see the submit ticket page for a few seconds before being logged out and sent to another page.

Why does Team Viewer make it so difficult for customers to cancel their subscriptions? I understand you don't want to loose customers, but this only leads to frustration and frustration. That way, the next time your customers need a remote access tool, they will go somewhere else!

Please can someone help me access so that I can cancel my subscription.

Thank you.

Shellby164

After reviewing all these issues here, and trying to submit a ticket myself for past two hours, following all the same instructions as posted here, I'd like to not waste more time and ask you to log a ticket for me please.

I must cancel my subscription and I am within the required timeframe today, but did not expect issues using your ticket system. As everyone else explains your links loop to nowhere, cache is completely cleared, logged into existing licenced account, plus chat is not operating, so we're doing everything right.

Now if I have to try phoning during business hours and can't get through, but still have to submit a cancellation request in writing, then the deadline will pass through no fault of mine. Please arrange this on my behalf today, or supply an email address to use so I can cancel my subscription in writing, or advise all possible alternative methods. Thank you.

Esther

Hi all,

There was an issue with the ticket system earlier but it has been fixed, therefore please make sure the following steps before submitting a ticket:

Please make sure that you use a licensed account.
Please clear the cache.

If you still face the same issue after checking the above and if you have a business license or above, please call our support team so they will assist you further: https://www.teamviewer.com/support/ You´ll find the phone number on the page - please choose your country in the drop down to get the correct number:

gregsyd

Definitely not fixed, just flashes on the "create a ticket" section for a second and then takes you back to the forums

gregsyd

I have the same issue. Business license, cannot submit a ticket, and no phone number. Your support are hopeless and it seems the website is designed specifically so your clients can not submit support tickets.

Please create a ticket for me ASAP and explain how I can contact someone to get your product to actually work

Yuri_T

Hi @Enravel,

Thank you for your post and I apologize for any inconvenience caused.

In this case, I recommend calling our support team directly so they will be happy to assist you further.

Thanks in advance for your understanding.

Kind regards,

Yuri

Enravel

I have a license but unable to create a ticket. What should I do. i need to cancel my subscription.

Thank you.

kirkm

This system is NOT FIXED. we still cant access to create tickets. You all take money and no way to reach anyone on chat or via email. What kind of support/service do you provide for the ungodly cost for this program. Forget about trying to call you wait and wait and wait and then the line goes dead. I dont understand the philosophy you have for NON SUPPORT or CUSTOMER SERVICE to your customers. And if you are lucky enough to reach a rep you either get screamed at or hung up on. So much disrespect and rudeness.

Tenali

Hi Esther,

i have renewed team viewer

licence in January itself,i just need replacement moves as i am facing a lot of issues with OS migrations,

Please make it as priority support and do the needful.

While raising a ticket it automatically redirecting to community page ,attaching screen shots below.

wizechatmgr

I too just ran into this **bleep**. I've spent several thousand dollars just to find out that 1) A perpetual license is anything but perpetual and 2) You are depreciating my license not because the technology is at issue, but in order to force me to pay for a subscription. Point blank. There we have it.

Then if I want support, I get stuck in community ticket runaround **bleep**. This isn't an accident, you folks have had nearly two years to fix this. This is by design.

I'm just a small license, but based upon my experience I can no longer recommend you to an enterprise with >10,000 users and over 250,000 machines because of the unlikely chance you decide to whack that license, we'd be up **bleep** creek without a paddle. Frankly I like Teamviewer over SCCM for remote access as it just works. With that said, the SCCM server isn't just going to have Microsoft decide we can't use it one day because they'd rather sell us a subscription...

Esther

Thanks a lot @Hardarson

I will forward this to the right persons to check it!