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i paid for a remote access licence but the account still shows as free

three of my work collegues decided to pay for remote access licences to enable them to work partly from home and partly in the office.

They paid for the licences 2 Days ago recieved the activation emails etc and activated the accounts. they can see the invoice on the account showing that it is active but the portal and teamviewer on their computer still shows as free account.

They are unable to raise a support ticket as it shows as a free account. I raised a support ticket for them through my business account but as yet (a day and a half later) the ticket is still just showing as being processed.



  • JeanK
    JeanK Posts: 6,435 Community Manager 🌍

    Hello @craigbmackay

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

    Please tell the users to follow the activation process from the start.

    It seems that they activated their customer portal, but not the license on their TeamViewer account, which is two separate things.

    We explain how to proceed in this Knowledge Base article right here: How to activate your TeamViewer Remote Access license 

    I hope this could help. ?

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

    Best regards


    Community Manager


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