How to cancel my order

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Answers

  • Colin12
    Colin12 Posts: 1
    edited July 2021

    I have cancelled my account/contract and was billed.


    I am going to call my credit card company to reverse the charge. As its impossible to cancel the contract. I did not want to renew the contract as I don't use the service anymore.


    Please cancel my contract ASAP, or I will be contacting my credit card company to report your company with a fraudulent charge.

  • Dent154
    Dent154 Posts: 2
    edited July 2021

    How can I cancel my subscription. Thank you

  • Ying_Q
    Ying_Q Posts: 2,720 Moderator ☑

    Hi @Dent154,

    Thank you for contacting us and Welcome to TeamViewer Community.

    Kindly check out more information about subscription cancellation from the following knowledge article please,

    https://community.teamviewer.com/English/kb/articles/44373-all-about-subscription#how-until-when-can-i-cancel-my-subscription

    A written notice is needed for cancellation confirmation. Please raise a support ticket and TeamViewer Support Team will assist you further.

    Hope it would be helpful and Have a nice day!

    Best,

    Community Moderator/中文社区管理员
  • jpidgeon
    jpidgeon Posts: 1

    I WANT MY SUBSCRIPTION CANCEL IMMEDIATELY I HAD NO

    WAY OF KNOWING THAT IT WAS $1800 TO RENEW.

    REFUND ME MY MONEY NOW

  • Okster
    Okster Posts: 1
    edited July 2021

    Hi there.

    Why is it so difficult to cancel a subscription?

    Your sales@teamviewer.com mailbox now is not being used anymore, so not responding.

    The phone number listed on your site is bogus.

    In order for me to get any info, I had to register and activate on your portal. It takes a long time to do. Only to find that you cant submit a ticket if you select to options to "automatic renewal".

    Trying to submit a ticket to the first option that would work failed because the "I am not a robot" feature on the site acts up. I am using the latest Chrome browser BTW.

    I ended up (dont know how) on ....teamviewereu.freshdesk.com/en/support/tickets, where I was able to chat to someone in a browser.

    I was informed "the renewal termination must be done from our side by your written request".

    After 45 minutes I had a ticket, which you had to create.

    I then have to upload the last invoice to the ticket. I suppose if you have not paid your last invoice, the ticket will not be dealt with?

    Also, in the support chat session I asked how to address complaints as I think that cancelling the contract has been made needlessly difficult. The question was very conveniently ignored.

    How does anyone get a request to you to cancel the subscription? I still dont know.

    Get a refund if you missed the chance to cancel? No chance in **bleep**!!!

    Good luck to the next person trying.

  • Ibbey58_600
    Ibbey58_600 Posts: 7
    edited July 2021

    I'm trying to cancel my subscription which TeamViewer requires the user to do 28 days before the current period expires. I'm instructed in this forum to "submit a ticket". Every time I try to submit a ticket, I get dumped back into this community forum! So, please ensure that my business license expires at the end of the license period for license #[removed per Community Guidelines].

  • JeanK
    JeanK Posts: 7,052 Community Manager 🌍

    If you get redirected to the community, it means that either:

    • you are not logging with your licensed TeamViewer account
    • or your license is not activated on your TeamViewer account

    Please find here how to activate your license:

    https://community.teamviewer.com/English/kb/articles/4326-how-to-activate-your-license

    Once the license is active on your account, you will be able to submit a ticket via this link.

    Community Manager

  • AbiChu
    AbiChu Posts: 1

    How can I cancel my subscription? The contact us tab keeps redirecting me to this page

  • Ying_Q
    Ying_Q Posts: 2,720 Moderator ☑

    Hi @AbiChu,

    Thank you for reaching out to us on TeamViewer Community.

    We may confirm that there is a support ticket has been raised successfully in TeamViewer ticket system.

    Kindly check your inbox for the update about the support ticket and further discussion please.

    We thank you for your understanding and patience.

    Best regards,

    Community Moderator/中文社区管理员
  • Aneela9889
    Aneela9889 Posts: 1
    edited August 2021

    I have been trying to get into contact with teamviewer with no luck. I have sent an email to support which was the details i received last year when i purchased the license and received an automatic response to submit a ticket which i have tried to do but it keeps asking me to login into my account which i cant do cause i am not receiving the security code and the recovery code was not working either [removed per Community Guidelines]. I have now requested that my bank reverse the transaction for the annual subscription as a fraud transaction because of the difficulty in trying to get into contact with teamviewer.

  • Ying_Q
    Ying_Q Posts: 2,720 Moderator ☑

    Hi @Aneela9889,

    Thank you for reaching out on TeamViewer Community and we are sorry for the inconvenience caused.

    The support ticket has been generated. Can you kindly check your inbox and TeamViewer Support Team will get in touch with you via the ticket.

    We thank you for your understanding and patience.

    Warm regards,

    Ying

    Community Moderator/中文社区管理员
  • dkryukov
    dkryukov Posts: 2

    I have sent a ticket on June 8 2021 with a request to cancel my subscription. Yesterday I got charged $448 for auto-renewal which I thought I had cancelled two months ago. MORE THAN 28 DAYS ago. Ticket #35715823

    Please refund me my money immediately and cancel this scam subscription of yours. I can't log in to my "client portal" which wants a "code sent during activation". I don't have any code. I can't request a new code to activate.

    As someone said - the product is (was?) good, but your greed and sloppy customer service is just not worth it.

  • Justin
    Justin Posts: 802 [Former Staff]

    Hello @Colin12, @jpidgeon,

    To cancel your subscription, you have to submit a ticket to our support, so our sales team can have a look into it.

    You can find out how to do this here:


    https://community.teamviewer.com/English/kb/articles/72027-how-to-submit-a-ticket


    ---


    Hello @dkryukov, unfortunately, I couldn't find a ticket with the number you gave me. Actually, I couldn't find any tickets created on your account.

    You can create a new ticket with the link I provided above, if that doesn't work I can create a ticket for you.

    Let me know.


    Best,

    Justin

    German Community Moderator

  • dkryukov
    dkryukov Posts: 2
    edited August 2021
    https://community.teamviewer.com/English/discussion/comment/124538#Comment_124538

    Very convenient.


    Look, I will not repeat what others said here before. Your product is good. But your greed is what will make you go bust eventually.

    I have never seen such arrogant cancellation policy. I have contacted American Express, I have put TeamViewer on the black list and I will dispute this payment. You will never ever get more money from me.


    Attached is a screenshot from TeamViewer -- my request has been filed two months ago.



    image.png


  • Justin
    Justin Posts: 802 [Former Staff]

    Hello @dkryukov,

    Thank you for the screenshot.


    A ticket for you has been created, I also attached your provided screenshot. Someone will be in touch with you soon.

    I will keep an eye on it so that your request is definitely resolved.


    I apologize for any inconvenience caused.


    Best,

    Justin

    German Community Moderator

  • michaeltrs
    michaeltrs Posts: 1
    edited August 2021

    Hi,

    I want to cancel my renewal. It has been impossible to both submit a ticket or contact you, so basically impossible to cancel. Please contact me directly to help me cancel. Note: I see there is no category for cancellations so I choose general.

    Thank you

  • bogengc
    bogengc Posts: 2

    I am unable to cancel the subscription. Submit a ticket is not working for us to cancel it!!!! This is a nightmare!

  • Ying_Q
    Ying_Q Posts: 2,720 Moderator ☑

    Hi @bogengc,

    Thank you for contacting us on TeamViewer Community.


    Can you kindly ensure that the licensed account in use for submitting a support ticket please.

    More information may be found from the following article:

    https://community.teamviewer.com/English/kb/articles/72027-how-to-submit-a-ticket

    Hope it would be helpful.

    Warm regards,

    Community Moderator/中文社区管理员
  • duban
    duban Posts: 1
    edited August 2021

    Like many others I am unable to cancel my subscription thru TV channels. There is not a way to create a ticket to cancel. Here's to hoping someone at TV cares enough to get back to me.

    [removed per Community Guidelines]

  • JoshP
    JoshP Posts: 905 Senior Moderator ☑

    Hello @duban

    Thanks for your post.

    We are unable to assist in licensing, invoicing, or cancellation issues in the community.

    In order to access the ticket portal and submit a ticket, you must log in with a licensed account. Otherwise you will be reverted here, to the community.

    image.png

    Please ensure you are using the account you activated the license to when attempting to access the support portal.

    Should the issue persist, feel free to PM the email address you are attempting to access the support portal with, so we can confirm you are using the correct account.

    You can find more on cancellation terms and conditions here.

    Josh P.

    Senior Community Moderator

    ---

  • bogengc
    bogengc Posts: 2
    https://community.teamviewer.com/English/discussion/comment/124673#Comment_124673

    The submitting ticket doesn't work. I tried so many times, it will automatically jump to another page.

    Contract period: 21-Oct-2020 - 20-Oct-2021,Please help to cancel my subscription. Please give me a contact email.

    I tried the instructions on your website to submit a ticket to cancel the subscription. It totally doesn't work. I tried to call your customer service, but the phone number doesn't work. 

  • whateverkl
    whateverkl Posts: 2
    edited August 2021

    So i signed up with teamviewer with the premium account, then i decided to close that account (or thought i did) i couldnt see anywhere to cancel the sub so i just deleted the account. But nooo apparently that doesn't cancel the sub, you need to log a ticket with support to cancel a sub under that registered account (which is deleted).

    I signed up for a TV corporate license instead, paid it, and now without any notice or warning, TV renewed my sub from my deleted account, which i didn't get any invoice for or notification about, then they sent their german credit agency after me.

    IS this even legal? It seems like it is bordering on fraudulent.

    How do i cancel a subscription for a deleted account? And why the **bleep** does deleting an account not cancel a subscription?

  • blahblahggg
    blahblahggg Posts: 5

    I am also unable to cancel my subscriptions, when i try to log a ticket it just immediately redirects back to this forum.

    I just spent an hour and 20 minutes on hold with your support phone number, only to have it immediately disconnect when i reached the operator.

    And i am a TV corporate customer.

  • blahblahggg
    blahblahggg Posts: 5

    Hello,

    I now have a new Teamviewer Corporate license and want to get rid of my 2 old Teamviewer Premium licenses that are being replaced by my corporate license.

    However it seems to be impossible to cancel the Premium subscriptions.

    When i spent an hour and 20 minutes on hold with your support line, i got disconnected right at the end when i was 1st in the queue.

    When i go to try and log a ticket, in the blink of an eye it redirects here to these forums.

    So flipping frustrating!

    To cancel a subscription you should be able to do it in the account section of your login, like you can with pretty much all other software.

  • Ying_Q
    Ying_Q Posts: 2,720 Moderator ☑
    edited August 2021

    Hi @whateverkl and @blahblahggg,

    Thank you for contacting us on TeamViewer Community.

    Please noted that For TeamViewer customers, Deleting TeamViewer license account will not cancel your subscription as a result. For all license cancellation requests, please contact TeamViewer Support Team for further assistance. 

    All cancellation and termination requests will go to TeamViewer Support Team. You may now activate the license again on your account then to raise a support ticket for cancellation. Or contact TeamViewer Support Team here.

    Your understanding are greatly appreciated and we are sorry for the inconvenience caused.

    Warm regards,

    Community Moderator/中文社区管理员
  • wilco06
    wilco06 Posts: 0
    edited August 2021

    Please cancel my subscription immediately.


    The login email address is [removed per Community Guidelines]


    Please confirm that it's been canceled.

  • Justin
    Justin Posts: 802 [Former Staff]

    Hello @wilco06,

    this is not the proper way of canceling your license. Please go ahead and submit a ticket regarding your request.

    I'll have the link for you, here:


    https://www.teamviewer.com/en/customer-support/#submitticket


    In addition, you might want to check out our article about subscriptions:


    https://community.teamviewer.com/English/kb/articles/44373-all-about-subscription#how-until-when-can-i-cancel-my-subscription


    I have a phrase that should be interesting for you right from that article:


    How / until when can I cancel my subscription?

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


    That should help you out.


    Best,

    Justin

    German Community Moderator

  • blahblahggg
    blahblahggg Posts: 5
    edited August 2021

    thanks, how soon can i expect a reply?

    it's been a day and nothing yet.

  • Ying_Q
    Ying_Q Posts: 2,720 Moderator ☑

    Hi @blahblahggg,

    TeamViewer Support Team answer calls and tickets in the order they are received as quickly and accurately as possible.

    We kindly ask your patience on getting a reply from TeamViewer Support Team.

    Best regards,

    Community Moderator/中文社区管理员
  • JamieAxis
    JamieAxis Posts: 5

    Can I check has my subscription now been cancelled? I have not received any confirmation.

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