How to cancel my order

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  • LSKL
    LSKL Posts: 1
    edited July 2022
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    I got a call from a representative of Teamviewer asking me about my renewal while I was overseas. I told her to call me back as I would like to reduce the number of license from my subscription. There was no callback and I got an invoice

    I submitted a ticket to ask them to allow me to reduce the number of license and I got answers from the support that this is not allowed unless we give them at least 28days before the expiry date of our current contract

    They told me they have no records of anyone calling and changing of subscription is not allowed.

    Gave me all their terms and rules

    I asked to speak to someone to explain but I only got standard answers from support.

    Has anyone faced the same issues as me?

    I have asked them to cancel the auto renewal.

  • BigFatMikeL
    BigFatMikeL Posts: 2 ✭✭
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    Over the past few months, I have asked Teamviewer support on how to cancel our subscription. All I get told is that we must submit the request in writing. I consider creating a support ticket to cancel the subscription as a written notification, but nothing has happened. I have asked what email address or mailing address to send the notification to but have been told that a licensing team member will contact me, but that has not happened either.

    I am certainly sorry we got involved with Teamview and am actively recommending to my peers that they avoid their subscription service.

    I'll ask the question here. How do we cancel our subscription? Please advise.

  • Justin
    Justin Posts: 802 [Former Staff]
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    Hello @BigFatMikeL,

    Welcome to the TeamViewer Community! 🎉


    In order to cancel your subscription, you need to submit a ticket, as you already mentioned. You can do that here:


    If you want to know how to properly create a ticket, please check out our article for that:


    You can also learn more about subscriptions right here: All about Subscriptions


    Reach out to us again, if you have further questions.

    I apologize for the inconvenience caused.


    Best,

    Justin

    German Community Moderator

  • annettewyllie
    annettewyllie Posts: 1
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    I want to cancel Team viewer also. I cannot activate it I have paid for 2 years and third payment is due. I cannot get a reply and I cannot cancel because I cannot produce a ticket because I never received the activation email.

    I have emailed so many times and I have been totally ignored What can I do?

    Annette

  • alram
    alram Posts: 1
    edited September 2022
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    Hi,

    I have already paid for my license but still getting payment due notices to pay for another invoice, not sure why I am being asked to pay for 2 licenses to access a single remote laptop. I have also raised a support ticket but no response so far, my ticket number is [removed per Community Guidelines]. Could you please help me to cancel my other invoice ? Thanks.

  • GVRT
    GVRT Posts: 1
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    Oh my goodness what a complete shambles. I feel like I've been robbed. I now have two subscriptions to teamviewer. I thought I have cancelled one but was too late, apparently. I then took an upgraded version. They will not refund me and have listened to what I had to say but keep referring back to their 'policy'. I really want my money back. Has anyone been successful is getting a refund? Any help appreciated.

  • Dupapa
    Dupapa Posts: 5 ✭✭
    edited September 2022
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    I no longer use the product, but today noticed a large withdrawal from my account to yourselves


    i did not know that the product auto renews, im currently two days into a year license which i havent and will not be activating.


    ive spoke directly with customer support and im being advised that i cannot cancel although im only two days into the renew of a product i dont require a license for.


    can i ask is this legit the case i cannot cancel, if so i find incredibly anti consumer of your company when the usual situations in these cases is that on a month you would 7 days on a year 28 to return a product.

    its alot of money in the current times for something im not using and my business is not trading

    Ben

    [removed per Community Guidelines]

  • Dupapa
    Dupapa Posts: 5 ✭✭
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    anyone care to answer please?

  • Ying_Q
    Ying_Q Posts: 2,635 Moderator
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    Hi @Dupapa,

    We are sorry to know that you would like to cancel the subscription with TeamViewer!

    For the communication and request about the cancellation, we kindly advise you to raise a written confirmation.

    📩 Submit a support ticket

    TeamViewer Support Team will take care of the request!

    Thank you for your understanding! 🍀

    Best,

    Ying_Q

    Community Moderator/中文社区管理员
  • Dupapa
    Dupapa Posts: 5 ✭✭
    edited September 2022
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    Hi Ying


    I already have a ticket open but it has yet to have a response


    This is my current reply:


    Hi support


    No this has not been resolved.


    I had not authorised a further year subscription to your services. my business has currently stopped trading and is very unlikely to continue in the future.


     

    in short I have no use whatsoever for this further year subscription. and therefore would like a full refund.


    This request was first requested on the 14/09/2022 which was 2 days into the new subscription start date.


    I contacted over the phone the support team to be told that a refund of this is not possible at all.


    I find this stance very un supportive of your clients in general.


    But more so i request here again for a full refund based on the following reasons.


    I never received any communication before this was renewed, giving me no oppertunity to object


    The fact i received no communication also means i never authorised a further charge to be taken from my account.


    Even if i still had a use for the product the price increase from the previous year was not communicated and i also didnt authrosiude this higher amount to be debited from my account.


    I hardly used the last year subscription at all, as you would be able to see from your internal systems


    and as my business is not trading i have zero use for your product and would not of renewed under any circumstance


    Can you please refund this charge, i have not activated the license nor is the license fit for any purpose of my business.



    If there is any fee for administration reasons then i understand this would need to be settled.


    But could you please refund the charge based on the above, and the fact i had raised this request only 2 days into the new contract.


    Kind Regards

    Ben Storkey



    TeamViewer Support <[removed per Community Guidelines] >

     

    |


    Sun 18/09, 11:14



    Dear ben storkey,


    We have not heard back from you in the last three days.


    We would like to know if your query has been resolved. If you feel the issue has not been resolved, then please reply and let us know.


    Please note that this ticket will automatically be closed in five days if we do not hear back from you.


    Best regards,


    Your TeamViewer team


    Kind Regards

    Ben

  • Dupapa
    Dupapa Posts: 5 ✭✭
    edited September 2022
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    For anyone else in this position, its saddening how poor that TeamViewer treat people imo



    Hello Ben, 


    Thank you for your email. 


    TeamViewer publishes the terms of the subscription within our End User License Agreement (EULA). These terms are made available to you when purchasing a subscription and you are required to accept the terms of the EULA when installing the TeamViewer software. 

    We also include key terms, regarding the subscription and termination, on each invoice that we issue.

    Finally, I can see that we sent you a renewal reminder on 16th of July, 11th and 12th of August 2022. This reminder is deliberately sent well in advance of the renewal to give you ample time to terminate the subscription if you wish. We feel that TeamViewer has done everything it can to make the terms of the subscription available. 


    I can confirm that license has been terminated for the next year and will not renew on 12th of September 2023, however the refund will not be proceeded for this year. 


    Should you have any other questions, please do not hesitate to contact us again. 


    Best regards,


    Klaudia 


    Customer Support Specialist



    Hi Support


    Still not satisfied with this resolution


    Can you provide your complaints procedure.


    I did not receive your emails. 


    I check my email inbox daily and would of seen this.


    I did not authorise this payment and resubscription in any shape or form nor the additional cost compared to the previous yearI did not authorise this payment. 


    So i do not believe you have kept to your own terms of your EULA


    At no point have you had any communication from me regarding renewal


    You don't make it easy cancel and i believe i as consumer in the UK have a cooling off period regardless of 14 days of which i have raised this matter.


    I will be speaking to my card issuer and supplying all relevant information regarding this and will still be looking to recover funds.


    Kind Regards

    Ben



    TeamViewer Support <[removed per Community Guidelines] >


     Reply all

    |


    Today, 12:15

    ben.storkey

  • lqin
    lqin Posts: 3 ✭✭
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    Glad I am not alone.


    I just had a very unpleasure experience with the "Senior" Customer service representative named, Noel on cancellation of my subscription.

    First he told me that my invoice has already started today, on 09/21/22, which is incorrect.

    Secondly, he told me two reminder emails from teamviewers has been sent to me before to remind me about canceling the service before 28 days of expiration of my current invoice. I check my email inbox and spam folder. I have never received those emails.

    I shouldn't be relying on teamviewer's reminder email to cancel my service. Please beware of your renewal notice from teamviewer.

    The service I receive from teamviewer has never been pleasant. From collection service resulted from their uncorrected invoice system before and now this never received renewal notice and a terrible and unsympathetic and unprofessional customer service representative who put a nail in the coffin for my view of this company.

    I guess I will need to dispute it with my Amex credit card. It is very nice of doing business with you and thanks for the "excellent" customer service you provided.

  • lqin
    lqin Posts: 3 ✭✭
    edited September 2022
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    Please email me at [removed per Community Guidelines] if you would like to look into to start a class action law suit against Team Viewer's unethical practice of renewal.

  • js2376
    js2376 Posts: 3 ✭✭
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    When I signed up with TeamViewer I didn't know anything about their predatory and unethical customer service practices. So they got me, I tried to cancel my renewal 3 days before the period end date (perfectly fine for most web services) and they basically said too bad, pay up. Pointing out the fact I clearly didn't need the service because I don't use it very often and the fact I was trying to cancel prior to the renewal date is totally irrelevant to TeamViewer because well you should have read the fine print and they have a legal right to bill whether I need the service or not. The product is adequate, but I don't want to install remote access software from a company I absolutely don't trust. Any suggestions (other than I should have read the fine print, I know, I know, the scam worked from a legal perspective)? And by the way, people that suffer through hard drive encryption scams shouldn't have opened the email, right, but that doesn't change the fact it's a scam. TeamViewer is forcing unwanted renewals because they can.

  • Ying_Q
    Ying_Q Posts: 2,635 Moderator
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    Hi @js2376,

    We are sorry that you landed in TeamViewer Community with frustration.

    TeamViewer does require the cancellation request in written form to be submitted 28 days prior the renewal date. Shall you have more questions, we strongly advise you to contact TeamViewer Support Team for further communication.

    Thank you for your understanding!

    Best,

    Ying_Q

    Community Moderator/中文社区管理员
  • js2376
    js2376 Posts: 3 ✭✭
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    Of course I did that first. The frustration is that TeamViewer customer service is running a scam. They are tricking people into renewals they don't want. No similar service has a 28 day notice. This is a dirty trick to increase renewals. It's that simple.

  • BCTVUser
    BCTVUser Posts: 2 ✭✭
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    TeamViewer's subscription system is beyond unethical and dabbling in illegal.

    1. They warn you one day ahead of the deadline that your subscription is going to renew. It looks like it is a month away but TeamViewer has made up this fictitious self-serving rule that has absolutely no justification that they need NOTICE to cancel. Notice it cancel a digital subscription. It's laughable.
    2. They take your credit card information and make it so that you can't delete your card to prevent them from charging your card for this unwanted subscription
    3. If you end your subscription before the renewal date, but not 27 days before, they just bump the subscription end date to the following year so that they can march on charging your credit card.

    I have never ever seen anything as unethical as what TeamViewer is doing. How they get away with it is beyond me but I am going to fight them like they have never seen before if I can't get my subscription canceled. I'm currently 2 days from renewal and on the phone with my credit card company to see if I can get them blocked.

  • shylow
    shylow Posts: 5 ✭✭
    edited November 2022
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    I canceled my subscription as required 8-9 months ago when I got back from deployment from Iraq. I haven't used it since. Now I'm being forced to pay $500 that I don't have on a product I don't use. Cancel this account. This is my notification way in advance. 

    To ensure TeamViewer doesn't **bleep** me over again with their predatory business practices I will have to (1) get my money's worth by ensuring that there are plenty of digital records of me wanting to close my account and (2) attempt to educate others on your business practices.  

  • JeanK
    JeanK Posts: 6,993 Community Manager 🌍
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    Hello @shylow,

    I am sorry to hear that you had a bad experience regarding your contract termination.

    You must have received a confirmation e-mail 9 months ago when you canceled your subscription.

    You need to show this confirmation to our customer support, and they'll be able to help.

    Contact Customer Support

    /JeanK

    Community Manager

  • RaceCar123
    RaceCar123 Posts: 1
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    I requested a refund the day after my credit card was charged. It's been 9 days, I've called 3 times and everyone just tells me it's "processing"...whatever that is supposed to mean. I'll file a dispute with my credit card issuer if I don't have a refund or at least a solid answer by tomorrow. Don't say you have a 7-Day refund policy if you won't honor it. I understand it's frustrating to have to process so many...but don't put that claim on your website.

  • LizJ
    LizJ Posts: 1
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    I am attempting to cancel but your support services are impossible to reach

  • ashay8us
    ashay8us Posts: 3 ✭✭
    edited December 2022
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    I have been a loyal Team Viewer Customer for almost 3 years now. I own a small CPA firm. Just 6 people. Now fighting their AR and Private collectors threatening me personally, to ding my credit, and my small business corporate credit.

    Signed up with a Team Viewer Corporate License in 2020. Paid [removed per Community Guidelines] per year for 2 years of the license. The Corporates license runs out in March 2022. Loving Teamvwier's products, but not needed 3 users for a Corporate license, I click the purchase license button in the same user I have used all 3 years, buy the Business license to step down, or what I thought was stepping down, paying [removed per Community Guidelines] in April 2022.

    Then a month ago, one of Team Viewers Private collectors starts calling me and my company. They want their [removed per Community Guidelines] for the FY March 2023 Corporate license. I tell them I stepped down. Submitted Ticket to support. Also called.

    All i get is nothing i can do, i need to pay. That does not matter if i clicked their license button for a Business license, purchased, i still owe for Corporate on top even though i have not used. My user being tied to the Business License since April 2022.

    They terminating the Corporate license, not sure when, but at least have a screen shot of at least October of 2022, with the period not being up, and they still want their [removed per Community Guidelines]...

    TeamViewer has such great technology, but their AR and Collection department are insane. They are screwing their users.

    Have a disconnect from reality and fair business practices.

    I filed complaints with BBB and Department of Consumer Affairs', not having much hope that anything will be done, but to start the documentation process, when they ding my personal credit, or business credit, going to file fair credit reporting act.

    Seems to be the only thing that will get their attention.

    Long story short, not posting this to complain, maybe a little, but warn users, watch out, call them if you want to cancel, or step down, else they will screw you. Logic does not matter to their AR or collectors, only that nothing they can do, pay up, else we will destroy your credit.

    Its wrong, and as much as i like their product, will never do business with them again.

  • Akiho
    Akiho Posts: 1,249 Moderator
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    Hi @ashay8us,

    Thank you for reaching out to us in the TeamViewer Community. We also appreciate hearing that you are staying with us for 3 years as a loyal customer!

    To read your experience, we are sorry that TeamViewer has not lived up to your expectation. Regarding this case, we strongly encourage you to have further communication with our support team.

    📩 Submit a support ticket

    *Kindly sign in with your licensed TeamViewer account to generate a support ticket. If you have already opened a ticket, kindly discuss your case further on the ticket. Hope you will get a satisfactory outcome.


    Regarding an annual subscription license, please also understand that as an annual subscription, it does renew each year unless cancelled prior to 28 days of renewal. To cancel or downgrade a TeamViewer license, please submit a ticket at least 28 days prior to the renewal date. You can also find more information about TeamViewer subscriptions from our Community article: Subscription renewal

    All the best,

    Akiho


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

  • ashay8us
    ashay8us Posts: 3 ✭✭
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    Been a month of doing the support tickets and private collection agencies threatening credit reporting against me/company. Calls with your AR department. there are other posts like mine, just searching this forum. The auto renew, 28 day is preditory, IMO against the law in the US/California, some other posts citing case law. For one month, have just been told no, even though i clicked the button purchase license, have a valid Business license, that started when the March 2022 Corporate license ended, but you AR and collections department does not recognize that. I was told I had to have called. Looking at your forum others have said you have to write in. This is my experience, filed my BBB and Department of Consumer Affairs complaints, just trying to document, when the credit ding comes on personal or Corprate credit, to file a fair credit reporting act claim. Your license agreement stating something, burried on page 1000 whatever, no one will ever get to read. It does not make it legal based on federal or California. Also, its is just bad business practice, for a company that has such great software, its AR department is insane.

  • Trish_68
    Trish_68 Posts: 3 ✭✭
    edited December 2022
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    I am stunned at how many people have had issues with cancellation of subscriptions.

    I had the same issue with receiving bills, Ended up with Debt Collection chasing me. The staff member I spoke to a few days ago admitted their automated system often is blocked by bigpond if you have a bigpond address. I agree their cancellation process is a joke and almost a scam in a way it gets another year out of you. I have now finally cancelled my subscription therefore will not receive another subscription for the following year, however I paid the debt collection which cost me an extra on top of original bill.

    I never received the bill, I tried to cancel it the previous year and had nothing but issues.

    I have seen a note somewhere in the community with the ACCC ruling. Give them a call before paying anything, I will never use or recommend Teamviewer to anyone. There are other ones out there. Do your research.

  • Ying_Q
    Ying_Q Posts: 2,635 Moderator
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    Hi @Trish_68,

    We are sorry to hear about the poor experience with TeamViewer!

    For the issue of receiving TeamViewer emails, TeamViewer Community moderators and support agents are able to assist. Kindly share your email account in Private Message with me. Or send the email account in the support ticket, and the support agent will help out!

    Regarding the order with TeamViewer, the Community moderators are not able to assist for security and privacy reasons. If you have any questions and would like to discuss further on your case, kindly continue the conversation with the support agents please.

    We thank you for your kind understanding!

    Best,

    Ying_Q

    Community Moderator/中文社区管理员
  • tomshelbourne
    tomshelbourne Posts: 3 ✭✭
    edited December 2022
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    I have tried to repeatedly cancel my subscription but it sends me around in circles. I even get to a tab that says send support ticket, I click that, it loads a page where I can but then instantly directs me to the forum!! Very annoying and it seems multiple people have had the same issue.

    I want to cancel mu subscription within the 7 days.

    Please can someone help.

  • Trish_68
    Trish_68 Posts: 3 ✭✭
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    I'm sorry, but the fact I had to pay not only $598 for a subscription I tried to cancel the year before, plus not even receiving an invoice as the automated invoices weren't working properly plus being charged an extra $195.10 from debit collectors is my issue. Not good enough. You have side tracked the issue. Not good enough service

  • Josia
    Josia Posts: 11 [Former Staff]
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    Hi @tomshelbourne,

    Thank you for posting, I'm sorry for the inconvenience!

    I would kindly recommend getting in touch with our customer support team via phone for further assistance:

    Customer Support - TeamViewer

    You will need to confirm the license information for phone support, therefore, please prepare your invoice or license number before making a call.

    If you have any further questions, please don't hesitate to ask us!

    Best,

    Josia

    German Community Moderator

  • DavidMasters
    DavidMasters Posts: 1
    edited December 2022
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    Post after post on this thread - all the same issues - no response and no flexibility - myself now included.

    As an MSP I struggle to name another software vendor with the non-negoitiable draconian 28-day notice period.

    Unethical, unhelpful and unprofessional - does TeamViewer have no conscience?

    I'm a firm believer in Karma - good luck to you TeamViewer.