License issue

Benski

I have a Remote Acces Plan and paid the invoice in May.
When I log in to my account it says I'm using a free account.



In the app it says I'm using a free version.
The same goes for the online management console.



It says: Your trial version has expired.
And now I can no longer use Teamviewer because I got this warning saying that commercial use was detected.



I know. It's commercial use because I paid for it, but according to the system, I'm using a free version.
How can this be solved?

Benski

Hi Jean,

Thanks for the feedback.
The only thing now is that I can not seem to find my license activation mail.
Is there a way to receive the activation code again?

Thx.

JeanK

Hello @lazardmnl,

After checking the database, I confirm that your order has been cancelled. Therefore it is technically expected that your license is showing FREE. You will be refunded soon.

For more details, please contact our customer support: 

• https://www.teamviewer.com/en/support/contact/ 

To place a new order:

• https://www.teamviewer.com/en/buy-now/ 

We are sorry for the inconveniences caused.
I thank you in advance for your understanding.

Best regards

Jean

JeanK

Hello @Benski,

Thank you for your message and welcome to the TeamViewer Community! ?

I confirm you that your license is not activated on your TeamViewer, which explains why the system doesn't recognize the license you bought.

You need to follow the whole activation process from the start to get you back on track.
We explain how to proceed in this Knowledge Base article right here: How to activate your Remote Access Plan 

I hope this could help. ?

If not, do not hesitate to ask your questions here. ?

Best regards

Jean

mathijs

That is kind of odd. Because I'm experiencing the exact same issue the last two days.

 

I was able to log in to all my 3 Remote Access computers. All of a sudden I get the exact same warnings about the commercially use detected...

 

In the App I'm logged in:

Yet I still receive the following warnings and forced loged out : 

 

ldehaas1612

I have gotten the same exact alerts just now.. I think it must have something to do with their licencing servers or commercial use detectors because it just pops up for a multitude of people all of a sudden.. Anyways, I went ahead and filled out this form to request them to reset my account to non-commercial use but it can take upto 30 days...

https://www.teamviewer.com/en/support/personal-use-verification/

Goodluck man.. 

JeanK

@mathijs this looks like an individual license issue.

You might have to contact our customer support to get this sorted: https://www.teamviewer.com/en/support/contact/ 

Best regards

Jean

Benski

Hi Jean,

Thanks for the feedback.
The only thing now is that I can not seem to find my license activation mail.
Is there a way to receive the activation code again?

Thx.

lazardmnl

same problem here.

got my license yesterday, July 23, 2020 then after a day it was free version again. then no one to contact to get support.

please help.

JeanK

Hello @lazardmnl,

Thank you for your message. ?

I recommend you to follow the activation procedure again: How to activate your Remote Access Plan 

If you are still having issues, please contact our support: https://www.teamviewer.com/en/support/contact/ 

Best regards

Jean

lazardmnl

Thanks.

I did the activation but it says invalid license. What is wrong with the system?

JeanK

@lazardmnl,

I confirm that your license is now correctly activated. ?

You can ignore this message.

Best regards

Jean

lazardmnl

But the management console still displays FREE and desktop app says TRIAL VERSION.

Please help me fix this asap.

Thanks.

JeanK

Hello @lazardmnl,

After checking the database, I confirm that your order has been cancelled. Therefore it is technically expected that your license is showing FREE. You will be refunded soon.

For more details, please contact our customer support: 

• https://www.teamviewer.com/en/support/contact/ 

To place a new order:

• https://www.teamviewer.com/en/buy-now/ 

We are sorry for the inconveniences caused.
I thank you in advance for your understanding.

Best regards

Jean

lazardmnl

Why is this happening? was there any payment issues?

lazardmnl

Finally! I was able to contact TV support via phone and they fixed my license issue.

Thanks!