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Paid but no product or support.

My last Topic appears to have been deleted.

Have been using TV Free and I have purchased Remote Access but when I try to Connect, I am told my Trial Period has expired and am invited to buy Teamviewer.
When I click I am an existing customer, I am asked to input an email address and password but do not know to what either refers.
I have reviewed my purchase confirmation invoice and note the message "Please note: To use your licensed version of TeamViewer you need to log in with your licensed TeamViewer
account." However, I do not recall creating such an account and no reference to its access lies within either the invoice or the email although when I try to create an account, I am informed that my email address is already in use. When I ask for a password reset, I am promised an email with a password reset link but such doesn't arrive (I am also checking my "Junk" folder).
The lack of an account password means I cannot even submit a Support Ticket.
Can anyone help me, please?
Thanks in anticipation.



  • Vatsilidis
    Vatsilidis Posts: 655 ⭐Star⭐


    Have you tried to contact the support team?

    Best regards

  • Esther
    Esther Posts: 3,847 Community Manager 🌍

    Hi @SebastianD 

    The Account in question as well the account needed to follow @Vatsilidis advice is your TeamViewer account. The one you use for the Computers & Contacts list and the same account you are using in this community. 

    Before being able to submit a ticket you need to activate your Remote Access license on the account. Learn how: How to activate your Remote Access Plan 

    Regarding the password reset email: Please make sure that emails from are allowed in your email program and maybe set * on your whitelist.

    Best regards,



    Community Manager

    Support us on Trustpilot.
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