We want to address the feedback about users being suspected or detected for commercial use.
This article applies to TeamViewer users without a license who have been suspected or detected for commercial use or got a connection timeout.
TL;DR
Step 1: Access the reset page
1) Open your browser and go to https://www.teamviewer.com/reset
2) Scroll down and click on Click Here to Start
Step 2: Fill out the form and download the PDF
1) Enter your contact details in the dedicated fields
2) Add all TeamViewer IDs that are involved in your connections. Enter the TeamViewer ID in the dedicated field and click on Click here to add ID. Repeat this for every ID you want to reset
3) Explain briefly how you are using TeamViewer
4) Sign in the dedicated box
5) Tick the two boxes confirming the data you have submitted and the Privacy Policy
6) Click on Generate & Upload PDF
Some free users have been asked to purchase a TeamViewer license because their usage pattern suggested that they were using TeamViewer in a commercial environment and/or for commercial purposes. This might include connecting to a work computer to quickly check an email or file, for example.
Providing a free version for personal use is part of our vision: we believe that help should not just be a privilege for those who pay.
Requiring commercial users to purchase a license is also part of our effort to maintain the free version.
Frequently asked questions (FAQ)
We would like to use this article to give you some answers to some of the questions which were asked in the Community:
Is TeamViewer canceling the free usage of its software?
No. The personal use of TeamViewer is free.
Asking people who are using TeamViewer commercially to buy a license is part of our commitment to this idea: this way, we can maintain a free version that is up-to-date and offers a wide range of features.
Is TeamViewer trying to force free users into paying for the usage of TeamViewer?
No. The free version of TeamViewer is for people who are using it to help family and friends: we do not want this user group to pay for the usage of TeamViewer.
However, some users are using the free version commercially.
Read this article to learn more about how exactly personal usage is defined and why you have to buy a license when using TeamViewer commercially.
I keep getting a "connection timeout" error. Is this a bug?
No - This alert also pertains to suspected commercial use as well. In order to resolve this, please submit any affected IDs on a reset form.
We are already working on improving the clarification of such errors to alleviate any confusion that may arise.
Is my TeamViewer Account getting flagged as commercial?
No - TeamViewer suspects or detects commercial use only for TeamViewer IDs. TeamViewer Accounts are never involved in this process.
💡Hint: Please make sure to submit every ID you are connecting to and from. You may submit up to 10 IDs per form.
Does uninstalling TeamViewer remove the commercial suspicion?
No. The suspicion can only be removed from your TeamViewer ID after requesting the reset and getting a positive reply from our specialist team via this page: https://www.teamviewer.com/reset/
I don’t believe I am using TeamViewer commercially. How do I get back to free use?
We are aware of the confusion of our users who believe they do not use TeamViewer commercially. Our specialist team investigates every case and will unblock your device (TeamViewer ID) if it has been limited by mistake.
Fill out this form to request the unblocking of your TeamViewer ID: https://www.teamviewer.com/reset/
After placing your request, there are two possible outcomes:
- We will reset your TeamViewer ID if private usage is confirmed
- We won’t reset your TeamViewer ID if commercial usage is still suspected. In this case, we will give you the opportunity to fill out a declaration of private use (in accordance with 3.9 in the End-User License Agreement)
📌Note: Please try to be specific in your request so we can comprehend your usage pattern. Please don’t contact us multiple times for the same TeamViewer ID – once your request is placed, it will be processed. Please keep in mind that forms are processed oldest to newest. If you email again, the timeframe is reset. Also, please don’t forget to fill out the form in English.
The "Generate & Upload PDF" button is not working. What can I do?
When adding an ID to the form, you must click the button Click here to add ID (up to 10) in order to add the ID to the form. Otherwise, you will be unable to submit the form and finalize the process.
📌Note: Please ensure the ID is entered as one string of numbers - ie 123456789
Enter one ID at a time into the form and use the click here to add ID button to add more. The form will not allow the addition of multiple IDs entered into the form at once.
Once the button is clicked the ID will appear below. You can then add additional IDs to the request using the same method.
Alternative: If a field is not correctly filled, there is a small red frame around the field that is causing the problem: See below: Please check for this one if you added the IDs correctly.
Following these steps, you shouldn't have any further problems filling out your PDF correctly.
How long does it take to unblock my TeamViewer?
Please know that we review every request that has been placed.
Due to the large number of requests we receive, answering the requests can take some time, although we are now aiming to solve all requests within seven business days. We are sorry for the inconvenience.
💡Hint: Please check your SPAM/junk folder for an email from us, if you have not heard anything after a week.
📌Note: Please be aware that the unblock is valid for the TeamViewer ID you submitted via the form and not for your TeamViewer Account. Please submit both your and the remote TeamViewer ID.
Additionally, connections to devices that are flagged as commercial are not possible even if your device has been reset to personal use.
💡Hint: You might need to re-start your TeamViewer service to check whether you can use your TeamViewer again for your personal connections. We recommend the restart independently of whether you received already an email from us or not.
I was reset, but I am getting the Pop-Up again?
It is possible that the remote device you connected to triggered the new Pop-Up after you got your un-block initially. We recommend to fill out the form for the remote device as well, if it is not used in a commercial environment or for commercial purposes.
We are already working on improvements to just show the Pop-Up to the one who is triggering the message.
Can I use TeamViewer on a ServerOS without a license?
Yes - In case you are installing TeamViewer on or after September 17th, 2020. Starting on that day, a trial will no longer start directly during the installation if your machine runs a Windows Server operating system (e.g. Win 2008, Win 2012...).
If you installed TeamViewer (Classic) prior to September 17th, 2020 and your machine runs a Windows Server operating system (e.g. Win 2008, Win 2012...), a commercial trial started automatically. A reset back to private use is not possible.
What is Commercial Use?
We define commercial use as being any use of TeamViewer for purposes that are either directly or indirectly paid for. This includes, not exclusively, the following use cases:
Commercial use applies to provide support to customers and colleagues:
If you are using TeamViewer to connect to your client’s or customer’s devices, it qualifies as a paid service.
Commercial use applies to home office:
If you use TeamViewer for home office, it is commercial use – even if you just quickly connect to your work computer to check your emails. It does not depend on whether you register your TeamViewer Account with your personal or company email address.
Commercial use applies to incoming and outgoing connections:
If you are using TeamViewer in a commercial environment but let your customers connect to your device, it is commercial use. The definition does not exclude incoming connections.
Commercial use applies to server administration:
If you use TeamViewer to monitor one or several devices running a server operating system, commercial use applies.
Commercial use can apply to non-profit organizations:
If you work for a non-profit organization, the use of TeamViewer can be commercial if you or another person in the organization receive a salary from the organization.
What is Personal Use?
Personal use means that you are helping family and friends, or remotely connecting to your own non-server devices, which are not being used in a commercial environment. Read more about it in this Knowledge Base article: How exactly is "personal use" defined?
Learn more about: Commercial use.
Thank you
We would like to thank our users who use TeamViewer as intended and who help us to provide a free version for our personal users.
Our vision is to empower people to help people and we will always act according to this.
Read more about this topic in our Community Blog: Thank you for playing fair