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Cancel my subscription

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Answers

  • Yuri_T
    Yuri_T Posts: 2,256 [Former Staff]

    Hi @John123456789,

    Thank you for your post.

    Please make sure that you submit a form with your licensed account otherwise it comes to the community page as you mentioned.

    Also please feel free to call our support team directly, so they will be happy to assist you: https://www.teamviewer.com/support/

    Hope this information will be helpful.

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

    Kind regards,

    Yuri

    Former Japanese Community Moderator
  • KelPel
    KelPel Posts: 1

    I've been trying for several weeks to cancel my subscription. It looks like it hasn't worked as I just got an invoice. Can you please refund any charges if there were any and cancel my subscription?

    Thanks.

  • Colin12
    Colin12 Posts: 1 Newbie
    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.

  • 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

  • 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: 798 Moderator

    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:



    ---


    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

    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.




  • Justin
    Justin Posts: 798 Moderator

    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

  • katmakelele
    katmakelele Posts: 2 ✭✭
    edited January 13

    I had been using teamviewer for about slightly a year or so. I then stopped using it about 2-3 months before the renewal period. I got a mini jolt today when I saw it had been automatically renewed for the subsequent year.

    I called and explained that it has just been renewed and if they could cancel it as I would not start using it in any form and that I had not requested for auto renewal but that it was set up that way by teamviewer instead.

    The reply that came simply pointed to EULA and that because they had mentioned that I had to cancel 28 days before, they will not cancel and refund the subscription knowing that I have no intention to use it.

    I was hoping that Teamviewer would have behaved in good faith in refunding but did not.


    Has anyone else faced a similar situation? Do you think we could address this matter a holistic group in a sincere fashion. I have posted it here instead of social media to avoid turning this into a circus for both teamviewer and aggrieved customers to see if a process could be set up to manage and refund at the point (only at the point) of renewal where a customer genuinely has no further use for the product. Perhaps a confirmation note to confirm renewal before it auto renews would also help.

    I would think teamviewer would not want customers who do not return back because of a bad experience like this.

  • ladidah
    ladidah Posts: 4 Newbie

    We now have debt collectors chasing us for an unwanted subscription that was auto-renewed . Also deliberately opaque trying to find the cancel tools. Appalling business practise!

  • ladidah
    ladidah Posts: 4 Newbie

    We now have debt collectors chasing us for an unwanted subscription that was auto-renewed . Also deliberately opaque trying to find the cancel tools. Appalling business practise!

  • how so i get team viewer out of my computer?

  • Terkildsen
    Terkildsen Posts: 1 Newbie
    edited December 2021

    Why the **bleep** is this so difficult!

  • AlenaC
    AlenaC Posts: 833 Moderator

    Hi @Terkildsen

    Thanks for reaching out to us. Welcome to the community :)

    If you need assistance creating a ticket, please PM me your e-mail address and I will create one for you.

    Would this work for you?

    Best, Alena

    Spanish Community Moderator :)

  • PPMG
    PPMG Posts: 0

    I used teamviewer remote about a 2 years, and it is a good product, however I no longer use it as much, so I request cancel it and created ticket 20 days ago. However, I have been charged for another year yesterday and knowing there is 28 days prior end of term policy to cancel. I don't know that. What is my solution for that? I really don't want to pay for another year which I no longer need the service.

    By the way, there customer support is really bad regarding cancelation. I created ticket twice to cancel, just close my ticket and said I was out of stage to cancel. Called in and wait for 40 minutes and end up said my license does not have telephone support. It make cancelation really difficult.


    Brent G

  • Jason298
    Jason298 Posts: 1
    edited December 2021

    Agreed that TeamViewer is not like a responsive IT company anymore. So sad to see this.

  • Fatix
    Fatix Posts: 2 Newbie
    edited December 2021

    The strangest thing happened. It seems I do not have an account and yet I do have a subscription which I cannot cancel, because I have no account and thus cannot submit a ticket.

    So I need to set up an account in order to be able to cancel my subscription? So when I DELETED my account some time ago, thinking I got rid of the subscription, I accidentally made it impossible for me to EVER cancel this subscription? :) Is that it?

    Wow. This is incredible. I have just blocked my PayPal's automatic renewal for this service. And I DARE you to try to come for my money with your renewal and our lawyers will sue you **bleep** to the grave.

    Just for clarity - I want to cancel my subscription but TeamViewer's system makes it impossible for me to do so. So I, on one hand, can log into the subscription area with invoices etc (Customer portal). but the same login details stopped working whenever I want to submit a ticket. So I can never submit it. So I can never cancel my subscription. A golden business, that is.

    Although, to be honest, when my account was still active, I could not submit a ticket either. It kept redirecting me to the same website, telling me that my login was not connected to a paid account (although it was). This is great.

    So just tell me - how do I cancel my subscription when I deleted my account?

  • Ying_Q
    Ying_Q Posts: 1,835 Moderator
    edited December 2021

    Hi @Fatix,

    Thank you for contacting us and we are sorry to hear that your are leaving us!

    Please noted that delete TeamViewer account and withdraw the payment do not cancel the order autorenewal.

    TeamViewer system found that the support ticket has been successfully raised by you. We kindly ask you to wait for the response from the support team about your cancellation request please.

    Thank you for your kind understanding!

    Best,

    Ying_Q

    Community Moderator/中文社区管理员
  • francmar2801
    francmar2801 Posts: 2 ✭✭

    already try over the website to create a ticket but it redict me to another site. Could someone just contact me to cancel the subscription? what a Scam to make it so complicated.....

  • mpferreira3
    mpferreira3 Posts: 4 Newbie
    edited January 13

    Dear TeamViewer team,

    I want to inform the payment of invoice [removed per Community Guidelines]

    I IMMEDIATELY demand the CANCELLATION of any TeamViewer service, and I come to demonstrate my deep DISSATISFACTION with the abusive and predatory policy of improper charging.

    I will never use your services again, and I will never recommend the company to anyone again. I permanently deleted any TeamViewer

    program from my computers. I will file a lawsuit if the amount is not refunded in my credit card. According to the Consumer Defense Code, Brazilian law No. 8078/1990, automatic renewal in the supply of products or services is a PROHIBITED practice.

    For example, Art. 39 says:

    "It is forbidden for the supplier of products or services, among other abusive practices:

    III - send or deliver to the consumer, without prior request, any product, or provide any service;"

    As the automatic renewal was performed without authorization, the amounts unduly deducted from the credit card must be

    reimbursed in double, according to Art. 42:

    Art. 42. Sole paragraph. The consumer charged in an undue amount has the right to repeat the undue amount for an amount equal to

    twice what he paid in excess, plus monetary correction and legal interest unless there is a justifiable mistake. It is essential that, before renewal, there is a CONFIRMATION by the consumer of his intention to renew the contract. In addition, it becomes a situation of extreme embarrassment to be framed as a debtor in an international company. Therefore, I request action regarding the reversal of the amount of R$ 1335.00 on my credit card. If not, I will file a lawsuit together with my lawyers.


    Matheus Pinheiro Ferreira [removed per Community Guidelines] 😠

    Matheus Pinheiro Ferreira

  • mpferreira3
    mpferreira3 Posts: 4 Newbie
    edited January 13

    Dear TeamViewer team,

    I want to inform the payment of invoice [removed per Community Guidelines]

    I IMMEDIATELY demand the CANCELLATION of any TeamViewer service, and I come to demonstrate my deep DISSATISFACTION

    with the abusive and predatory policy of improper charging.

    I will never use your services again, and I will never recommend the company to anyone again. I permanently deleted any

    TeamViewer

    program from my computers. I will ¦le a lawsuit if the amount is not refunded in my credit card. According to the Consumer

    Defense Code, Brazilian law No. 8078/1990, automatic renewal in the supply of products or services is a PROHIBITED practice.

    For example, Art. 39 says:

    "It is forbidden for the supplier of products or services, among other abusive practices:

    III - send or deliver to the consumer, without prior request, any product, or provide any service;"

    As the automatic renewal was performed without authorization, the amounts unduly deducted from the credit card must be

    reimbursed in double, according to Art. 42:

    Art. 42. Sole paragraph. The consumer charged in an undue amount has the right to repeat the undue amount for an amount

    equal to

    twice what he paid in excess, plus monetary correction and legal interest unless there is a justi¦able mistake. It is essential that,

    before renewal, there is a CONFIRMATION by the consumer of his intention to renew the contract. In addition, it becomes a

    situation of extreme embarrassment to be framed as a debtor in an international company. Therefore, I request action regarding

    the reversal of the amount of R$ 1335.00 on my credit card. If not, I will ¦le a lawsuit together with my lawyers.

    Matheus Pinheiro Ferreira

  • Schaffer
    Schaffer Posts: 3 ✭✭

    Hi all,

    I purchased a remote access license yesterday, received a payment confirmation e-mail, but a couple hours later, the money was returned to my card.

    I didn't receive any email explaining what happened. I try to contact Sales, but they don't answer me.

    I think the sales team in my country (brazil) is not capable of solving.

    Does anyone know if I can purchase my license through North America or Europe?

  • LeoDeVelez
    LeoDeVelez Posts: 1 Newbie

    Please help finally cancel my subscription. I've been cancelling it for more than two years already and I still receive big amount of billing even though I cancelled it already and stopped using TeamViewer for more than two years already.

    Please help in cancelling. There is no way to cancel it online. Why is that?

  • Akiho
    Akiho Posts: 735 Moderator

    Hi @LeoDeVelez,

    Thank you for reaching out to the Community✨

    I'm sorry to hear that you had such a negative experience.

    In order to assist you further, could you send me your email address or license information via Private Message, please?

    Also, it would be really great if we could confirm your ticket ID for the previous cancellation request.


    We are sorry about the inconvenience caused.

    Hope to hear from you🍀

    Best regards,

    Akiho


    Japanese Community Moderator / コミュニティモデレーター

  • SynergyControl
    SynergyControl Posts: 1 Newbie

    I haven't seen a more fraudulent company with a robber policy like teamiviewer. I am now charged again with 300 Euro for a service i never want to use again. I am thinking of SUING this company based on the previous conversations i had with them last year for cancelling a subscription. These people are plain THIEVES. The subscription cancelling procedure is not working and i am posting the complete story EVERYWHERE!!!!!!!!!!!!!!!

  • KenAdms
    KenAdms Posts: 0
    edited January 31

    I would like to have my [removed per Community Guidelines] returned to me asap! I didn't want this addition. I didn't know anything about it. I just looked at my email saying ,"Thank you for your payment.". A payment that I wasn't aware of. REFUND MY MONEY!


    Patricia Ward

  • Akiho
    Akiho Posts: 735 Moderator

    Hi @KenAdms,

    Thank you for reaching out to the Community✨

    Regarding licensing, invoicing, or cancellation issues, we are unable to assist with these in the Community.

    Therefore, could you contact our customer support team directly to get further assistance, please?

    📩 Submit a support ticket

    *In order to generate a support ticket, please make sure to sign in with your licensed TeamViewer account.


    Alternatively, if you have any difficulties submitting a support ticket, please send me your email address or license information via Private Message. So that I may forward the case to the dedicated team.

    Thank you in advance for your understanding and patience.

    Best regards,

    Akiho


    Japanese Community Moderator / コミュニティモデレーター

  • JeanK
    JeanK Posts: 6,222 Community Manager 🌍

    Hello @Schaffer,

    Thank you for posting here!

    I am sure our Brazilian sales team can help you here.

    You can call them at 0800 023 0190 or 0800 591 1337 from Monday to Friday, 09:00 - 18:00

    I hope this could help! 🌻

    All the best,

    JeanK

    Community Manager

    ---

    Did my response answer your question? Help out others and select it as the Accepted Answer

  • Dave_BKB
    Dave_BKB Posts: 2

    Seems like a long winded way to cancel the subscription, is there a faster way yet?

    cheers

  • Ying_Q
    Ying_Q Posts: 1,835 Moderator

    Hi @Dave_BKB,

    Thank you for contacting us on TeamViewer Community!

    As a Written record is required for cancellation on TeamViewer orders. We kindly ask you to raise a support ticket for cancellation submission please!

    Thank you for your cooperation and understanding!

    Warm regards,

    Ying_Q

    Community Moderator/中文社区管理员