How to cancel my order

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Answers

  • BMTan
    BMTan Posts: 13

    Whenever I call I am now getting a voice recording that you are not taking calls and I need to submit a ticket. I have already submitted a ticket. On the phone I was told I was going to recieve an email confirmation. I have not recieved anything. Who do I need to contact? 

  • catsys
    catsys Posts: 3

    Hi @Esther 

    Your so called ticketing system never works as the team there will only say that the ticket should have been raised 28 days prior to the renewal date. 

    However, this company does not have the courtsey to remind the clients in advance about the upcoming renewal. Is it for the fear of people dropping off? That is a very negative mindset for a company of your stature. 

    So the ticket system is useless when someone wants to cancel the account when the renewal is automated and has happened. We have raised the ticket on the day our renewal happened. Your staff doesn't allow to cancel the contract. 

    Bad way in today's times to keep customers. Totally regret we used your service. It is like people having to stick with an unhappy marriage when they want a divorce. Hope you get the point and relay it to someone who can take decisions. 

    Thanks.

  • Yuri_T
    Yuri_T Posts: 2,249 [Former Staff]

    Hi @BMTan

    Thank you for your reply.

    I have confirmed that your account has been activated which means you are able to submit a ticket: https://community.teamviewer.com/t5/Knowledge-Base/How-to-submit-a-ticket/ta-p/72027

    As my colleague mentioned ealier, we are unable to affect or provide direct support in cancellation or licensing issues here in the community, for security purposes. Cancellation requests must be received in written form, which is easiest via the ticket system.

    Regarding TeamViewer subscriptions, the license does renew unless cancelled prior, as stated on the bottom of the original invoice: https://community.teamviewer.com/t5/Knowledge-Base/Subscription-renewal/ta-p/65605

    Once you submit a support ticket, our support team must answer every case in the order they are received. 

    Thank you in advance for your understanding.

    Kind regards,
    Yuri

    Former Japanese Community Moderator
  • Yuri_T
    Yuri_T Posts: 2,249 [Former Staff]

    Hi @catsys

    I understand your anger and frustration. I apologize for any inconvenience caused.

    Regarding TeamViewer subscriptions, the license does renew unless cancelled prior, as stated on the bottom of the original invoice. Also please note that it is possible to raise a ticket anytime and our support team will give you possible solution for you. You might not be able to get an answer you want, however it does not mean that you are not able to raise a support ticket. Our support team does always make sure to answer every single case and assist you.

    Unfortunately, you would need to have this discussion with our support team in the support ticket as we cannot assist you with an issue like this via the community. However, I will forward your feedback internally. I appreciate your input and time in the community.

    We thank you in advance for your understanding.

    Kind regards,
    Yuri

    Former Japanese Community Moderator
  • catsys
    catsys Posts: 3

    Hi @Yuri_T 

    Yes. Please forward the feedback internally. 

    Our decision to purchase TeamViewer happened 3 years back. So the automated renewal was put in place then. I'm not asking for the answer I want, I am just pointing to fair business practices which should be initiated at TeamViewer's end.

    A renewal due reminder is something that the society, as  a whole, has got used to. I'm sure you use personal services from Google and Amazon which also send you upcoming renewal notices. So, as a practice, start reminding your clients of their upcoming renewals in advance and give them a chance to go away if they want to, as a part of your policy. 

    Regarding the support staff and the ticket, we already have opened one as stated earlier and they have started pointing to your EULA which really, really, needs a change. 

    Have a good day!

  • Yuri_T
    Yuri_T Posts: 2,249 [Former Staff]

    Hi @catsys

    Thanks for the input once again. I have already forwarded your feedback internally.

    I understand your point and I would like to let you know that we take feedback very seriously as we are always striving to improve our services. We welcome any additional feedback you may have. 

    Please do not hesitate to contact us if we can be of any further assistance. 

    Have a wonderful day!

    Kind regards,
    Yuri

    Former Japanese Community Moderator
  • sangrime
    sangrime Posts: 1

    TeamViewer Business 가입 라이선스 번호:**Information removed as per Community Guidelines** I wan to cancel it. Thanks a lot.

  • j4756
    j4756 Posts: 1

    When I filed the ticket last November for my unsubscription, I could not get any response. Also I sent several emails before my license expires to service@teamviewer.com but I never got any response. So I disabled my credit card not to authorize the renewal and signed out the Teamviewer account, now I am getting a mail from CreditReform on debt payment. I am so frustrated. I sincerely hope Teamviewer customer service does better than this.

    Now I am looking for submitting a ticket again but now it directs the website www.teamviewer.com/support and I have been circling in this website for hours. I really hope the customer service PM me to resolve this.

  • Fiona_G
    Fiona_G Posts: 689 Staff member 🤠

    Hi @j4756,

    We are sorry to hear about it.

    In this situation, please call our support team instead of raising a ticket. Our support team will help you to investigate it further.

    Kind regards,

    Fiona

    Fiona_G
  • adamcengel
    adamcengel Posts: 1

    TEAMVIEWER payment and subscription management is the biggest joke! It's now 2020. I should be able to log in, see the services we pay for and manage them how we see fit. Holding customers hostage and asking for a ticket 

  • sbabburi
    sbabburi Posts: 1

    HI Want to Cancel my Subscription for a full Refund.Please guide me to cancel it.

  • lavenderpup
    lavenderpup Posts: 1

    Hi,

    I received an automatic renewal for endpoint but I want it cancelled as I don't use it.

    Can you please process its cancellation?

    thanks

  • Yuri_T
    Yuri_T Posts: 2,249 [Former Staff]

    Hi @lavenderpup ,

    Thanks for your post.

    Regarding TeamViewer subscriptions, we are not able to cancel your subscription in the community.

    The license does renew unless cancelled prior, as stated on the bottom of the original invoice. Please raise a ticket in order to request a cancellation so our support team will give you possible solution for you. 

    We thank you in advance for your understanding.

    Kind regards,
    Yuri

    Former Japanese Community Moderator
  • Jkosiaski58
    Jkosiaski58 Posts: 2
    edited March 2023

    i want to cancel.  cannot find where to cancel on website and phone reverts me to here

  • ASPL
    ASPL Posts: 1
    edited December 2

    IT IS A HEIGHT THAT MY DELETED ACCOUNT IS AUTO RENEWED. PLEASE TELL WHERE TO GO.. I GOT NO REPLY FROM SUPPORT/ACCOUNT/SALES SECTION.   

     

     

  • Yuri_T
    Yuri_T Posts: 2,249 [Former Staff]
    edited December 2

    Hi @ASPL ,

    Thank you for your post.

    Please note that deleting an account does not mean you cancel your subscription license.

    Have you raise a support ticket? Cancellation requests must be received in written form, which is easiest via the ticket system.  I confirm that your account has licensed so you are able to submit a support ticket ?

    Regarding TeamViewer subscriptions, the license does renew unless cancelled prior, as stated on the bottom of the original invoice. For more information, please read this article.

    We thank you in advance for your understanding.

    Best,
    Yuri

    Former Japanese Community Moderator
  • dexxx
    dexxx Posts: 2
    edited January 2023

    WATCH OUT FOR THIS COMPANY

    They do everything to not cancel your subscription!!!!

    I have posted support ticket to cancel subscription, and then support guy told to show him payment confirmation without this he won't cancel subscription !!!!!

    IN WHAT LAW??

     

    TICKET NUMBER 

    [removed per Community Guidelines] 

  • joebean750
    joebean750 Posts: 1

    How do you contact customer support to open a ticket.  The links seem to take you in a circle when trying to reach them and I am unable to get support on the phone.  I do not even own a business.  Trying to cancel this service to stop them from billing my credit card.  They are taking money from Veterans.

  • jweinbender
    jweinbender Posts: 1

    We have not used our license for over a year, and did not realize it was an automatic renewal... Actually we haven't used the license since we purchased it because it didn't work for our intended use... I would really appreciate a refund or a cancellation of the invoice we've been sent... this is a little ridiculous.

     

    Thanks. @Natascha 

  • yyaooo
    yyaooo Posts: 2

    I have purchased a Team viewer on 2019 Feb. My account never became a licensed account. where resulted i can never submit a ticket. after waiting for 1 hour on the line I finally give up on the software. A year later a debt collector sends me an email and states I owe them $62,000. Anyone else has a similar issue. Trying to file a case with the better business bureau.

     

  • yyaooo
    yyaooo Posts: 2

    Let me know if anyone has a similar issue. 

     

  • Yuri_T
    Yuri_T Posts: 2,249 [Former Staff]

    Hi @yyaooo

    Thank you for your post and we are sorry to hear about your negative experience.

    Unfortunately, we are unable to affect or provide direct support in cancellation or licensing issues here in the community, for security purposes. However, I can check your current status if you could send me your invoice number via a private message.

    Regarding TeamViewer subscriptions, the license does renew unless cancelled prior, as stated on the bottom of the original invoice. For more information, please read the article. 

    I apologize for any inconvenience caused and thank you in advance for your understanding.

    Kind regards,
    Yuri

    Former Japanese Community Moderator
  • johnk3
    johnk3 Posts: 2

    I wish to cancel my subscription. When I try to submit a ticket the website tells me my password is wrong. Tried it several times, always the same thing. Same password logs me on here fine. When I click on "forgot password" I get no email.

    This is the sort of behaviour you expect of a service haemorrhaging users.

  • johnk3
    johnk3 Posts: 2

    These instructions are out of date. There is no "submit a ticket" tab on the link given. The support page also does not accept my log in details. Additionally I am constantly being asked to verify my computer as a trusted device each time I try to log in.

    This seems blatantly obstructive when it comes to trying to cancel my subscription.

     

  • Yuri_T
    Yuri_T Posts: 2,249 [Former Staff]

    Hi @johnk3 ,

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

    I have created a support ticket so please check your email and reply to the ticket with your request.

    We look forward to hearing from you.

    Kind regards,
    Yuri

    Former Japanese Community Moderator
  • JetcoSafety
    JetcoSafety Posts: 1

    I did the same, but they make it very hard to cancel an account. I still have yet to figure it out.

  • hakerakn
    hakerakn Posts: 4

    I also have a problem canceling my subscription. I now receive an email from a debt collection company.  I want someone from the sales department to contact me at my email address.

  • dvilla
    dvilla Posts: 1

    Your link to open a ticket leads nowhere that you can open a ticket. there is literally nowhere on the site that you can open a ticket. This is a very frustrating customer service experience. 

  • Helen7
    Helen7 Posts: 1

    I agree and have had the same experience

  • Bardi
    Bardi Posts: 6

    Somehow I'm not surprised how many people come to this post.  I suppose there are a lot of unhappy Teamviewer customers out there, and I am one of them.  

    I guess I'll be cancelling next year, too.  Enough of NO CUSTOMER SUPPORT, just lip service and, 'Oh, let me sell you another feature.'  

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