Didn't get email after purchase!!

II just purchased a personal use license yesterday,
my card got charged, but I received no emails regarding the license!!

I even checked my junkbox but there is nothing.

When I check my teamviewer, it is still in Free mode.

I want to cancel my purchase.

How can I do this when I didn't receive any message from Teamviewer after my purchase? Since my purchase was yesterday, I am still in the 7-day cancel period.

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Accepted answers

JeanK

Hello @kendrack86 and @Liam2,

Thank you for your messages. ?

We refreshed your order confirmation/invoice sending.

Could you please check your inbox (and also in your spam filters/system/folders) if you have received both elements? ?️‍♂️

Many thanks in advance. ?

Best,

Jean

JJC2

Hi, I have the same issue.

No mail, even in my junk box

All comments

JeanK

Hello @kendrack86 and @Liam2,

Thank you for your messages. ?

We refreshed your order confirmation/invoice sending.

Could you please check your inbox (and also in your spam filters/system/folders) if you have received both elements? ?️‍♂️

Many thanks in advance. ?

Best,

Jean

JJC2

Hi, I have the same issue.

No mail, even in my junk box

Tycraille

Edit : I just got the confirmation email

Hi,

I have the same problem, I bought a Personal License earlier this day but I didn't get any confirmation email.

Can you help me please ?

Thank you.

kendrack86

I received both the invoice and the confirmation email. Looks like i'm good to go.

Thank you for your assistance @JeanK .

JeanK

Hello @Ildefonso

Thank you for your message. ?

Could you please check your inbox again? ?

Best,

Jean

Fabbry

Problem solved. Thanks very much

tomricher

At this point we've sorted out anoter provider so trying to get a refund but not getting anywhere with this either. They have literally just stolen our money! I thought they were a reputable company but will definitely not be considering them in the future now!

Mel84

I haven't received an email either.

beijnen

Same for me, no activation mail received. Not even in the spam

ConorDH

Hi Tom,

Sadly, they're being extremely difficult. -Even if you do get through to them they are not likely to assist you. They just use the excuse of it being a very busy time, and I do understand that. However, all my calls in total would add up to about 4 hours of On Hold time since Friday.

Any time I did get through, I've got such different answers that I have resolved to thinking are just random things they said to fob me off, get me off the call.

"Oh we need to escalate this", "Please be patient you will receive the confirmation in 30 mins" "We will call you back within an hour", "We do not offer support for Remote Access, you can only submit an online ticket, goodbye" - I even had one of my calls be dropped after waiting for 30 mins. With all that said, there has been absolute zero movement or assistance. Still no calls back, still no update.
I recommend using a different service.

tomricher

Also not received any email after purchase on Friday, can't get through on the helpline number at all now. Can't raise a support ticket, we need this service to support our staff and we currently can't use the service we paid for! If anyone has any other avenues for getting in contact with a Teamviewer representative please let me know.

ConorDH

An update, Teamviewer have FINALLY acknowledged an issue, instead of blaming people making the purchase.

https://status.teamviewer.com

They've still yet to call me back as promised on three times on Friday, and again today.

ConorDH

LUCA they will only let you open a ticket, which does not help. -Nobody has actioned anything on my ticket.

In fact, Teamviewer support is still saying this is users "making mistakes at checkout". They haven't even acknowledged this is a fault with their system. - Even though I have proof the transaction was succesful, as the amounts have come off my credit card.

If they won't even accept there is a problem, there's very little hope they will actually bother to assist anyone.

LUCA88

any email address to send email to?

MickPledge

I was asked for information which I supplied via DM, I have heard nothing yet. When I trey to DM again from this site I recieve a message saying that I have reached my limit for messages so cannot now contact anyone to find out whats going on.

JeanM please can you help and contact me with an update

MickM

@ConorDH wrote:
Note; I have seen multiple mods saying to call sales for support.
Sales DO NOT assist if you are purchasing remote access logins.
I am still yet to receive any assistance. I'd recommend that anyone who has tried to make this purchase seeks a refund and goes with a different provider. Teamviewer are not assisting.

ConorDH

Note; I have seen multiple mods saying to call sales for support.

Sales DO NOT assist if you are purchasing remote access logins.

I am still yet to receive any assistance. I'd recommend that anyone who has tried to make this purchase seeks a refund and goes with a different provider. Teamviewer are not assisting.

LUCA88

SAME PROBLEM

PURCHASE OF YESTRDAY 15/03

ConorDH

You're probably better off finding another solution to your remote access needs.

Teamviewer are currently just taking the money off your credit card, showing the transaction as "abandoned at checkout", and not sending the emails. Support refuse to assist. You can try calling their support, but be prepared to wait over an hour/have your call dropped - if you do reach a member of support they may promise solutions and never follow up, or just refuse to help you.

Biocad

We have the same problems.

We received an email with activation code, but it is not accepted in our account.
There was no link in the mail.

I urge you to help with activation.

[personal information removed]

lightorigin

The same, licence purchased, card was charged and no email with the key.
Order number: #312E**Please do not post TeamViewer IDs**

PatE_Belgium

To Teamviewer sales and/or support.

On 18 march 2020 I purchased a license, never got a subsequent confirmation or licensing e-mail, as many other people on this forum.
The amount of 463,19 EUR is currently still listed on my VISA card as being "reserved", but not yet withdrawn by Teamviewer.
Either the order was not fully processed by your online systems, or it will still be processed on a later date. Whatever the cause, I want to cancel this transaction.

I have today started up a cancellation procedure with my bank. I was told to create a paper trail of my cancellation demand to Teamviewer.

I intended to formally submit a ticket to support or to sales, but the links "Submit a ticket" here brings me to a screen with 2 buttons "Contact Sales" and Contact Support", but on neither of the sales page or the support page there is a possibility to actually fill in a ticket submission form. Even worse, the support page redirects to this forum for "self help". There is no direct e-mail address either to send in a request or complaint.
So I consider this posting as my ticket submission.
My bank informs me that, starting with my ticket submission, Teamviewer corp. has 14 days to respond to my request with either a proposal to fulfill the initial purchase, or with a proposal to cancel the purchase, thereby refunding the puchase amount.
Note: I prefer cancellation of the order + refund/release of the VISA reservation.

If withing 14 days Teamviewer corp has not responded appropriately, VISA will start a refunding request with possible juridical consequences.

Inviting Teamviewer strongly to contact me directly in any form within 14 days as of now to solve this issue.

Regards

Andras

Dear TeamViewer Support,

My father ordered a "1 x TeamViewer Remote Access, Access to 3 devices" from https://www.teamviewer.com/ .

But unfortunately he has not yet received The TeamViewer account activation email.
The order had been placed 17. March at 14:43.
He's email address **Please do not post Personal Information**

Right after the payment there was an error and he didn't recieved any email containing the activation link, but the money was taken from his bank account.

After 20 minutes he ordered again to his college's email adress. **Please do not post Personal Information**
That was succesful, he has got the activation email.

No one got any invoice.

Please send the activation link to the e-mail address of **Please do not post Personal Information** and also the invoice.
Thank you in advance.

Best regards,
Judit Szentiványi

coquer1234

I didn't receive e-mail after purchase. How long does it take?

I thought email would be sent soon.

esccam

I have given up and sought alternatives as @ConorDH suggested. Its a shambles.

StevieBird

I have purchased a Remote Access license.

The invoice has been paid but my account is still displaying as: Free.

I have received email payment confirmation from Team Viewer but I have not received an activation email.

It is possible there is some conflict over the account?

The account was set up a couple of years ago and I used this existing account to purchase a Remote Access license.

I do not have information on the account history, although I belive it was always Free.

Is there something I can do to resolve this isuue?

Thank you,

Stevie

ConorDH

The very, very short version of my situation..

1) I ordered two remote access licences for two colleagues. No activation email was sent.

2) I contacted support and gave screenshot of my credit card to prove they were paid for.

3) Support told me they couldn't find those orders and told me to reorder the two licenses and to submit a ticket to request a refund of the other transactions.

4) I reordered, but this time I recorded myself on my phone purchasing the two licenses.

5) Still didn't receive any email. Asked support to send the activation links.

6) Support said that they couldn't locate my orders/they were abandoned at checkout.

7) I sent the videos.

8) Support have still "not been able to find the order" and haven't done anything else.

..... ?

PatE_Belgium

Same here: purchase on 18-Mar-2020. No mails received, checked every spam, junk folder. Order screen states 382.80 EUR (took screenshot), VISA statement says 463 EUR reserved but not yet withdrawn... According to the status screen https://status.teamviewer.com/?subscription_confirmed=true
on 18-03 "no issues".

What's going on, Teamviewer ? Please reach out. We need this software to get workers to work at home due to Covid-19, like so many others. If you have issues with your purchase processing system, say so visibly on the homepage, and put a WARNING on the ordering page that "due to high volumes the order processing may experience lags"

ConorDH

Aha, awh guys I had to take video recordings of me purchasing licenses, upload them into dropbox and send them a link as they "were unable to find my order" or said the orders were "abandoned at checkout".

So videod the whole purchase, including getting the success page after purchasing and so far still haven't been sent those licenses or been refunded for all the duplicate orders we ended up making. lol

SoiTocXu

I have the same problem, pl help me!!!

EgleVP

Same here, bought it yesterday, still no email