How to cancel my order

Fiona_G

Hi @DavinALP,

Thank you for your message and welcome to our community.

Regarding your subscription/payment/cancellation issues, please call our support team or raise a ticket to get one on one support. Please note, telephone support is not included in the Remote Acces plan.

Our support team will be happy to assist.

Best regards,

Fiona

DavinALP

I was literally told to make a post here from the phone represenitive but okay. ill try again i guess.

Fiona_G

Hi @DavinALP,

Thank you for your reply.

I'm sorry to hear about your negative experience and hope we can help with it.

To access our ticket support, please kindly use your licensed account information, otherwise, you will be directed to the community page. Please read this article for more information: https://community.teamviewer.com/t5/Knowledge-Base/How-to-submit-a-ticket/ta-p/72027

If you still couldn't submit a ticket by yourself, please send your licensed account via Private Message, we will look into it for you.

Best regards,

Fiona

Thanachart

Hi Team Viewer,

From Invoice No. **Please do not post TeamViewer IDs** in a picture below. Please cancel automatically renew subscription for Team Viewer 2 licenses.

Thanks & Regards

Thanachart R. 

 

FerTellez

I tried to avoid getting charged for this year subscription by deleting the account but i still got charged, i really need the refound and cancel the subscription.

 

abdulmshaik

Dear Sir/Madam,

I am trying to access teamviewer support portal for creating a ticket, however it doesn't let me login and instead says that the credentials  I have provided is wrong. Whereas, using the same credentials I am able to login to teamviewer account.

I kindly request you to terminate my subscription. I have written an email to salesteam@teamviewer.com and a copy of an invoice was also sent.

Thanks,

Abdul Majid Shaik

abdulmshaik

Dear Sir/Madam,

I am trying to access teamviewer support portal for creating a ticket, however it doesn't let me login and instead says that the credentials  I have provided is wrong. Whereas, using the same credentials I am able to login to teamviewer account.

I kindly request you to terminate my subscription. I have written an email to salesteam@teamviewer.com and a copy of an invoice was also sent.

Thanks,

Abdul M Shaik

Fiona_G

Hi @abdulmshaik,

We are sorry to hear about TeamViewer is not for you and the issue you were experiencing.

In this case, please call our support team instead of raising a ticket.

If you are a paid user and are having license/payment issues or want to speak with our support team please call our support team as moderators cannot offer 1-on-1 support here.

Thank you in advance for your understanding.

Kind regards,

Fiona

ShaunCa

I have been trying to cancel for weeks now it just keeps me in a constant loop when trying to submit a ticket between the support and main page havent used my licence for ages very frustrating process

Yuri_T

Hi @ShaunCa ,

Thank you for your post.

If the account is not linked to a valid TeamViewer license, the support portal will instead load the TeamViewer Community, therefore I have create support ticket for you.

Please check your email and reply to the ticket. Once we receive your request for cancellation in writing, our support team will assist you further.

I apologize for any inconvenience caused.

Kind regards,
Yuri

FerTellez

I need to cancel my subscription and get a refound, because i cant afford ir anymore because covid. I need urgent help please.

 

Fiona_G

Hi @FerTellez,

We are sorry to hear about your current situation and hope we can help with it.

For your security, all cancellations must be submitted in written form, by submitting a ticket with your licensed account. Written requests must be received by TeamViewer at least 28 days before the end of the initial subscription term or any subscription renewal term.

Alternatively, you can call our support team and they will assist you individually. We are unable to affect or provide direct support in cancellation or licensing issues here in the community, for security purposes.

Thank you for your understanding in advance.

Kind regards,

Fiona

catsys

Hello,

I'm posting my reply here to keep it on the record an add to just one another frustated client of TeamViewer.

We have been using TeamViewer for the past 2 years. The autorenewal happens just like that without any reminder whatsoever. Usually, any company would send an upcoming invoice notice via email letting the clients know about the charge that would be added to their card. 

TeamViewer doesn't do that. When the renewal happens, fingers are pointed to the EULA policy asking to request cancellation 28 days in advance. Okay. That's your EULA. However, this is 2020. TeamViewer, you got to change your EULA and think about customers first. 

What's your proplem in letting people know about an upcoming payment? Usually, the people using TeamViewer are support engineers who do not pay. The people who pay are management folks who do not open TeamViewer. An email to registered email address would help the management know in advance of an upcoming payment. 

In our case, the credit card had expired. So the payment did not go through. I opened a ticket to request cancellation and to my surprise, I got a reply stating these words -

"Please note: In case the payment is not made for the pending invoice, your license will be blocked and sent to a collections agency."

Collections Agency! For god's sake... For a product that I don't want to use for the next year? Why don't you let unhappy clients to leave you faster and get back to their own business? These are some questions just come to my mind and I am adding them here on the suggestion of the person from Sales team who called me and suggested this site. Thanks to the person, I found there are many more people like me who have got affected!

I've requested the sales team via the support ticket to cancel the license and let us go away. If anybody from TeamViewer higher ups is reading this, please, do not let unhappy clients stay with you. Let them go. If they need you again, they will come back. But if you hold on to them without their wishes, I'm sure they would never recommend TeamViewer to anyone!

Cheers. 

---

BMTan

I am having the same issue. You have so many sales people that I have been contacted twice this morning by people trying to sell me something. I want to return this service. All your pretty advertising claims $49 a month. I was charged almost $600 and want my money back. 

Cancel my account. Return my money.

The official way of closing an account is deliberately slow. I no longer want this service. I do not know how many people I have to tell. Refund my money under your 7 day return policy. I'm not trying to wait a month so that you can say I'm stuck with your horrible customer service.

Esther

Hi @BMTan 

Thank you for your feedback. We’re sorry to hear about your negative experience.

Unfortunately, the community is unable to provide direct support in cancellation or licensing issues.

All cancellations must be submitted in written form, by submitting a ticket with your licensed account. Written requests must be received by TeamViewer at least 28 days before the end of the initial subscription term or any subscription renewal term.

Alternatively, you can call our support team and they will assist you individually. 

Thanks and best,

Esther

BMTan

The customer service person simply hung up on me in the middle of my call. She was very rude. You have terrible service.

BMTan

"Covid" is the reason why I was told I couldn't cancel. Nevermind that their sales team is fully staffed and has actually called me unsolicited. 

Twice.

Esther

Hi again @BMTan 

I am very sorry to hear that and hope that this was a technical problem causing the connection to drop! Hanging up the phone is of course far far away from the customer service we want to deliver daily to every single customer!

Please accept my apologies for this bad experience!

Esther

BMTan

I have submitted a ticket.  Spoke to employees via email.I've been on hold. Hung up on twice. When is my order going to be refunded? 

BMTan

If that's true, why does it keep happening? 

BMTan

I've been trying to cancel for over a day. I think their definition of the word "prompt" is different from mine. 

Sit on hold for 40 minutes to talk to customer service.

Call sales and get straight through.

BMTan

I can't seem to be able to cancel my account. I have never dealt with a company that simply refused to stop providing me a service I didn't want. Your customer service is the sort of thing I associate with scammers and fraudulent activity. 

BMTan

Has anyone figured out how to successfully stop service? I do not want this service. They've obviously made it impossible to cancel within any decent time frame to squeeze every penny out of their customers. Some great service you guys have here.

 

BMTan

Hello, I'm trying to cancel service. My posts in the different topics keep being moved by a moderator. It would be nice if I could talk to other people having this issue that are following THESE topics instead of the ones you keep moving them to.

Esther

Hi @BMTan 

As stated above: 

All cancellations must be submitted in written form, by submitting a ticket with your licensed account. 

I understand your frustration but please know that the community can only guide you to the correct way to cancel your order, but the community cannot take over the actual cancellation for you.

best, Esther

BMTan

Why do you keep moving my questions in other threads that are literally the same topic?

Esther

Hi @BMTan 

We are moving all posts into this thread as it all is about the same topic (Please refer to the User Guidelines for more information).

I fully understand that you were hoping for a faster way than the answer I gave you and I apologize that I couldn´t give you a better one. But the fact is, that all cancellations must be submitted by submitting a ticket with your licensed account.

The service team will work on your ticket and reach out to you ? No worries!

Best, Esther

BMTan

My ticket is no longer visible when I search. Does this mean that it has been processed?

Esther

Did you receive a confirmation for the ticket? incl a ticket ID? If so - you can be assured it is being processed ?

BMTan

I was on the phone with the licensing department and I was told I was going to recieve those things but have not. If my ticket was deleted I don't want to wait to restart the process. Should I submit a new ticket?