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Didn't get email after purchase!!

II just purchased a personal use license yesterday,
my card got charged, but I received no emails regarding the license!!

I even checked my junkbox but there is nothing.

When I check my teamviewer, it is still in Free mode.

I want to cancel my purchase.

How can I do this when I didn't receive any message from Teamviewer after my purchase? Since my purchase was yesterday, I am still in the 7-day cancel period.

Best Answers

«13

Answers

  • Yuri_TYuri_T Posts: 1,738 Moderator

    Hi @sbl ,

    Thank you for reaching out to us.

    I will send a support ticket in order to assist you further.
    Please check it and reply to the ticket.

    I apologize for any inconvenience caused.

    Best regards,
    Yuri

    Community Moderator
    コミュニティモデレーター
  • I have the same problem.

    In addition I try to reach your sales department by phone for 15 mins and no response ... it is not very serious.

    screenshot-service.teamviewer.com-2020.02.20-09_35_47.png

  • EstherEsther Posts: 2,991 Community Manager

    Hi @Valentin_KDG 

    Thanks for your post.

    Can you send me the email address you used for purchasing the license in a private message? So we can check what's going on and try to quickly resolve it!

    Thanks and sorry for the hassle,

    Esther

    Community Manager
  • Hi. I upgraded to a business account, but my account also states it is in Free Mode. The amount has been deducted from my bank account. I have not received an activation email.

  • EstherEsther Posts: 2,991 Community Manager

    Hi @christofvz 

    Thanks for your post.

    Would you mind checking your spam-folder for the order confirmation mail and make sure that emails from teamviewer.com can be received?

    I will also trigger a resend of the confirmation mail. Would you mind sending me the email address you used for the purchase in a private message?

    Thanks, Esther

    Community Manager
  • **bleep** ..... screenshot-community.teamviewer.com-2020.02.20-15_51_42.png

  • EstherEsther Posts: 2,991 Community Manager

    Hi @Valentin_KDG 

    Sorry! The platform is sometimes a bit too harsh!

    Have you already seen this article? https://community.teamviewer.com/t5/Knowledge-Base/How-to-activate-your-Remote-Access-Plan/ta-p/53579

    Maybe there is a hint for the resolution.

    Thanks and best,

    Esther

    Community Manager
  • Hello, I have read the documentation but I cannot activate the license I have an error message. I stay in free account. Thanks for your help.Have a good day

  • Hello, I can not answer the person who wrote me your email prevents me! I'm wasting too much time and I don't have time to deal with it. I'm still listed as a free user, it doesn't work. Thank you in advance for the refund.

  • Yuri_TYuri_T Posts: 1,738 Moderator

    Hi @Valentin_KDG ,

    Thank you for your reply.

    Could you please make sure that you setup on your endpoint devices?

    Prepare your endpoint computers for Remote Access

    You need to make sure that you activate your account as well as endpoint devices.

    Hope this will be helpful.?

    All the best,
    Yuri

    Community Moderator
    コミュニティモデレーター
  • Hi, 

    I have the same problem.

    My email is: **Please Do Not Post Email Addresses**

    Thanks

  • JeanKJeanK Posts: 3,033 Moderator

    Hello @adpadpadp,

    Thank you for your message. ?

    Could you please check your email again? ?
    You should have reveived everything now.

    Can you confirm? ?

    Best,

    Jean

    French Community Moderator
  • Hello, I cannot send a private message so I use the topic. I cannot get the license to work, I would like to benefit from the reimbursement you are offering. Thank you

  • Liam2Liam2 Posts: 1

    I have the same problem, I bought a licence just few minute ago.

  • Hello, no news for the refund of my license. I can't send you private email ...In addition I have just taken the subscription "plan premuim" and I have not received an email yet.Thank you

    @JeanK 

  • I have the same problem, bought a business license on friday and never received a confirmation email. I would like to have this sorted out, I do need that license.

  • JeanKJeanK Posts: 3,033 Moderator

    Hello @Valentin_KDG

    Thank you for your message. ?

    According to our database, you correctly activated your Remote Access license on your TeamViewer account. ?

    Therefore, you should have received the activation link and the invoice. ?️‍♂️

    If you still want to cancel your order, you can send us a ticket via https://support.teamviewer.com/a/. As you are still in the 7 days satisfaction period, you are still on the safe side. ?

    Best,

    Jean

    French Community Moderator
  • I received both the invoice and the confirmation email. Looks like i'm good to go.

    Thank you for your assistance @JeanK .

  • Hi everyone,

    I have the same problem: just purchased the Enterprise license for three users and did not receive any email; we urgently need to configure the accounts, please kindly assist!

    Thanks!

  • Nexo_OPNexo_OP Posts: 1

    I've just purchased an Enterprise license but cannot use it as I didn't get any confirmation email.

    The credit card has been charged.

    Please assist!

    Thanks. 

  • Yuri_TYuri_T Posts: 1,738 Moderator

    Hi @Nexo_OP and @EnricoNXO ,

    Thank you for reaching out to us.

    I have checked the case for you and we will send an order confirmation email shortly.
    Please check if you have received.

    For more information, please call our support team in order to assist you individually.

    I apologize for any inconvenience caused.

    Kind regards,
    Yuri

    Community Moderator
    コミュニティモデレーター
  • Hi,

    I have the same problem, bought a license on saturday and still no received a confirmation mail with the activation link. 

    Thanks

  • JeanKJeanK Posts: 3,033 Moderator

    Hello @Ildefonso

    Thank you for your message. ?

    Could you please check your inbox again? ?

    Best,

    Jean

    French Community Moderator
  • Edit : I just got the confirmation email

    Hi,

    I have the same problem, I bought a Personal License earlier this day but I didn't get any confirmation email.

    Can you help me please ?

    Thank you.

  • byrnedcbyrnedc Posts: 1

    I have the same problem, waiting a day now. Can you look into it for me please. Thanks

    Diarmuid Byrne

  • JeanKJeanK Posts: 3,033 Moderator

    Hello @byrnedc, and all users who face this issue currently,

    Thank you for your message. ?

    Please send me via private message following data you have used for your order:

    • First and name
    • Name of the company
    • Email

    We will make sure to get back to you as soon as possible! ??

    Best,

    Jean

    French Community Moderator
  • FabbryFabbry Posts: 4

    Hi,

    I have the same problem, bought a license on today and still no received a confirmation mail with the activation link. 

    I've already send you a private message @JeanK 

    Thanks

  • infinitoinfinito Posts: 5

    Same problem here.

    We purchased a personal licence almost 7 days ago. Still in free mode, withtrial period almost expired, non signs of confirmation email.

  • JeanKJeanK Posts: 3,033 Moderator

    Hello @infinito,

    Could you please refer to my post here and send me via private message the required data?

    Many thanks in advance! ?

    Best,

    Jean 

    French Community Moderator
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