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Posted by
Henagon

Cancel my subscription

I want to cancel my subscription. Why is it so difficult? It says to create a support ticket but... there's no easy way to do that. 

No instructions.

THere's no email.

Nothing.

I don't want to write my personal information here.

Please contact me immediately to terminate my subscription. 

1 Accepted Solution

Accepted Solutions
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Posted by Moderator Moderator
Moderator
Solution

Re: Cancel my subscription

Hello @stefanoc

Thank you for your message.

Unfortunately, you cannot cancel your subscription on the Community.

The only way to cancel is to submit a ticket via this link: Open a ticket now!

I thank you in advance for your understanding.

Cheers

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

View solution in original post

120 Replies
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Posted by Moderator Moderator
Moderator
Solution

Re: Cancel my subscription

Hello @stefanoc

Thank you for your message.

Unfortunately, you cannot cancel your subscription on the Community.

The only way to cancel is to submit a ticket via this link: Open a ticket now!

I thank you in advance for your understanding.

Cheers

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

View solution in original post

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Posted by
Henagon

Re: Cancel my subscription

Yes, it is impossible to cancel the subscription. I have created a tick to cancel my Business subscription but no response for a week.

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Posted by Moderator Moderator
Moderator

Re: Cancel my subscription

Hi @peter_liu ,

Thank you for your post.

I have double checked with the right department to follow up with you on this case.
I apologize for any inconvenience caused. Please wait for the answer from one of our staff members.

All the best,
Yuri

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Posted by
Henagon

License cancellation and request for refund

Hi,

I would like to cancel my teamviewer business license and refund the full amount which I paid today (13 July 2019).
I send it to sales team and support team as well ( Ticket ID: 5259148 and Ticket ID: 5259142 ) what to do to ensure the process during 7 days?
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Posted by
Henagon

Re: License cancellation and request for refund

Any one could inform me
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Posted by
Henagon

Re: License cancellation and request for refund

Hi there I'm havng the same experience, i only received the invoice on saturday, and got debited Monday. I mailed the sales team to cacel the subscription but have since received no repsonse. I call the SA accountS department this morning and was told that i need to cancel 24 day before, how is this possible when i'm only invoiced on such short notice. I will take this futher. Let see waht the other subscibers think. This is'nt ethical at all.

#5263069]: Sales Inquiry: Cancellation query


@Badr000014 wrote:
Hi,

I would like to cancel my teamviewer business license and refund the full amount which I paid today (13 July 2019).
I send it to sales team and support team as well ( Ticket ID: 5259148 and Ticket ID: 5259142 ) what to do to ensure the process during 7 days?

@Badr000014 wrote:
Hi,

I would like to cancel my teamviewer business license and refund the full amount which I paid today (13 July 2019).
I send it to sales team and support team as well ( Ticket ID: 5259148 and Ticket ID: 5259142 ) what to do to ensure the process during 7 days?

 

Highlighted
Posted by Senior Moderator Senior Moderator
Senior Moderator

Re: License cancellation and request for refund

Hi there, 

Thank you for your posts. 

I'm really sorry to hear what happened, but can confirm that the submitted tickets are already in process. 

I kindly ask you to be a little bit patient until you'll receive an answer. 

Thank you very much in advance and for your understanding. 

Wish you guys a great day and all the best,
Natascha

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Posted by
Electron

Re: Cancel my subscription

I need to cancel my subscription too it's within the 7 days. When i click on create a ticket it loops me back to the community. How can I cancel!?

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Posted by
Electron

Re: Cancel my subscription

How did you create a ticket? I tried to and it loops me back to community.

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Posted by
Henagon

license cancellation and refund request

Hello,
I missed to cancel the subscription, which we are not using any more and today was charged for the rewewal.
Could you please help me with the cancellation and refund?

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Posted by
Henagon

Re: license cancellation and refund request

No response so far :(

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Posted by Senior Moderator Senior Moderator
Senior Moderator

Re: license cancellation and refund request

Hello @Tamari 

Thank you for your post.

Kindly refer to the solution to this thread, as provided by our Community Moderator, @JeanK 

2019-09-16 11_28_54-Solved_ Re_ Cancel my subscription - TeamViewer Community - 66742.png

In order to request cancellation of a license, you will need to sign in to the TeamViewer support portal with the account the license was activated on.

More information on subscriptions, including cancellations, can be found in our Knowledgebase: All About Subscriptions

Josh P.
Senior Moderator

If my reply answered your question, help out other users and click the Accept as a Solution  button below.

You can also say thanks by clicking on the Thumbs Up button!

Thanks for being an active member of our Community!

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Highlighted
Posted by
Electron

Re: license cancellation and refund request

Why is it impossible to submit a ticket to cancel?

No where in TeamViewer will it allow you to create a ticket.

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Posted by Moderator Moderator
Moderator

Re: license cancellation and refund request

Hi @TechTSUNAMI ,

Thank you for your post.

In this case, You can reach out to our support team directly via local numbers found here.
They will advise you what you need to do further. 
I apologize for any inconvenience caused.

Hope this helps!

All the best,
Yuri

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Posted by
Digon

Re: Cancel my subscription

I have requested a cancellation (of Mobile Support) by email & phone within the 7 days following purchase.  The sales associate never mentioned having to create a ticket.

Yesterday, I was told I would need to creat a ticket. Immediately following this call, I created a ticket yesterday. 

After creating a ticket, I received an email acknowledging said ticket.  However, I never received a response.  I noticed that the ticket, after 13 hours, has been closed, with no explanation or any response, either by the case itself, or email, or by phone.

I have requested a refund through my credit card company.  They responded instantaneously.

Your software solution that I use seems rock-solid.  Tech support has also been helpful when I can reach it.  But Sales & Customer Support now seems devastatingly poor.  I just simply do not understand how hard it has been to get this resolved - but I sure feel like I've been ghosted.  I'm on the verge of recommending other remote control options other than Teamviewer.

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Posted by Moderator Moderator
Moderator

Re: Cancel my subscription

Hello @Bardi,

Thank you for your message.

We are sorry for the inconveniences caused.

Could you please DM me your ticket ID? Even if the ticket has been closed, we will be able to find the case and make sure your request is processed as soon as possible.

Many thanks in advance.

Cheers,

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

Highlighted
Posted by
Digon

Re: Cancel my subscription

Hi JeanK, not sure what a DM is.  When I tried to message you directly, I got this  You have reached the limit for number of private messages that you can send for now. Please try again later.  I have never sent any Messages within this Community.

In any case, here is the Ticket ID: 

**Please do not post personal information**

What is this?  I can't send a message or post? "Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied."  Good grief!

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Posted by
Electron

Re: Cancel my subscription

This does not work!

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Posted by Moderator Moderator
Moderator

Re: Cancel my subscription

Hi @SaxonsITAccount ,

Thank you for your post.

You need to submit a ticket with your licnesed account.
If you can't raise a ticket, you can reach out to our support team directly via local numbers found here. They will be happy to assist you.

Hope this helps!

Best, Yuri

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Posted by Moderator Moderator
Moderator

Re: Cancel my subscription

Hello @Bardi,

The support team is still handling your case.

I will ask you for a little bit of patience, you will get a reply regarding your ticket.

Best,

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

Highlighted
Posted by
Henagon

Re: Cancel my subscription

Hi @JeanK ,

I created a ticket to cancel my subscription weeks ago (maybe a month), but there's no any response from Teamviewer yet. Why is it so hard to cancel the subscription from Teamviewer? Can someone respond to me asap? My current subscription is to be auto renewed soon, but i don't want to renew. If I get charged, because your delay of hanlding of my ticket, i'll ask my credit card company to get refund from Teamviewer!

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Posted by Moderator Moderator
Moderator

Re: Cancel my subscription

Hello @Xiaolin,

Thank you for your message.

Could you send me in a private message your ticket ID?

I'd like to have a look at it.

Cheers,

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

Highlighted
Posted by
Trigon

Re: Cancel my subscription

There was a company in Canada that did something similar... a Lawn service. They had their rear handed to them for fraudulent business practices, etc...

ie: Sales reps would call and ask them to get a free quote - if the homeowner said yes to the free quote, they would mark that as a sale. Instead of quoting, they would do the lawn, bill the 'client', who never signed anything, and report against creditors which greatly affected many thousands of people. It was impossible to cancel, or get any resolution.

It seems TV may be purposefully SLOW in cancellations in the hopes that you forget, and maybe get a few extra months out of you. Unfortunately, this isn't uncommon in businesses - even though it should be.

Keep records - if they charge you beyond the date of your cancellation request, then they have to return it.

Here I was thinking about what a nice idea it would be to have extra features on the personal use side of things, for a one time payment... But if things are this difficult for people paying $600 minimum per year, more than the cost of a phone contract with unlimited everything, then this may have been a bad idea...

I really hope they resolve these issues, quickly. It does seem like the moderators are trying to help; and that is an excellent sign. Are the moderators even paid, though? If not, why not? They should be on the support staff as they seem to respond very quickly. - The first responded in under 30 minutes of the original post - wow... If support was like that, then I'd be recommending this product more-so, but with all the bad in the community, and elsewhere, it just leaves a bad taste.

Also, I'm not saying remove the bad posts in the community - that wouldn't help as there are other places to post which are easily searchable which would produce the same result... I'm saying: Help the people having issues --- solve the problems, and do it within a reasonable timeframe.

-Josh Acecool
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Posted by Moderator Moderator
Moderator

Re: Cancel my subscription

Hello @Acecool

Thank you for your message.

We understand that denied termination and cancellation requests generate frustration. However, I can guarantee you that TeamViewer does not use any kind of methods in order to deny termination/cancellation requests.

The rules are simple:

  • For cancellation, the customer can send us a ticket and return the newly purchased TeamViewer license or AddOn licenses within 7-days from purchase and we will refund or cancel the invoice.
  • For termination, the customer has to send us a ticket at the latest 28 days prior to the renewal date.

Our decisions are all based on our EULA, which is approved and accepted by any customer that purchases a license. We handle every case in the same way, in order to stay fair among all our customers.

You will find all the information you need in the following articles/documentation :

Note: Additionally, termination/cancellation requests count from the date the customer sends in the ticket, regardless of how fast the request is processed.

I hope this could help.

Cheers,

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

Highlighted
Posted by
Proton

Re: Cancel my subscription

I can only full agree to all the previous poster.

It's really difficult and very user unfriendly that you can't easily cancel the subscribtion!

I will never buy any product from you as long as it's not easy possible to cancle the renew!

 

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Posted by
Proton

Re: Cancel my subscription

Dear @JeanK .

I can't belive your statment because I can't open a ticket on the https://www.teamviewer.com/en/support/contact/ site. When I follow the link on the site abouve https://www.teamviewer.com/support/ I can only contact sales or support.

Contact Sales: https://www.teamviewer.com/en/support/sales-inquiry/
  Here can I contact sales, but still not open a ticket. the link to cancle redirects to https://support.teamviewer.com/ It's a dead circle


Contact Support: https://support.teamviewer.com/
  This redirects to https://community.teamviewer.com/?category.id=en
  Where can I open a ticket there?

I will cancel my TeamViewer Business Abo please tell me how I can easily do this!

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Posted by Moderator Moderator
Moderator

Re: Cancel my subscription

Hello @cancelpro11,

Thank you for your message.

Opening https://support.teamviewer.com/a/ will prompt you to connect to your TeamViewer account. Once you have entered your credentials and connected to your account, it will lead you to the portal where you can open a ticket.

I hope this could help.

Cheers,

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

Highlighted
Posted by
Henagon

Re: Cancel my subscription

Your link does not go to a place where I can submit a ticket. 

I also think it it rediculous it is so hard to cancel a subscription. Also it is not correct to have a notice of 28 days for a 1000 euro subscription and it should be as easy to stop a subscription as it is to start the subscription. 

Where do I find a direct link to submit a ticket? I have been searching for 15 minutes. 

This does not feel right at all!!!

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Posted by Moderator Moderator
Moderator

Re: Cancel my subscription

Hi @JvdP ,

Thank you for your post.

If the account is not linked to a valid TeamViewer license, the support portal will instead load the TeamViewer Community. So please keep in mind that submitting a ticket requires a valid TeamViewer license.

If you can't raise a ticket from this link, please call our support team so they will assist you further. 

Hope this will be helpful.

All the best,
Yuri

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Posted by
Henagon

Re: License cancellation and request for refund

This is absolutely unethical. I’ve tried canceling for a long time. You cannot cancel online. You try to submit a ticket, then go to sales questions where they have a drop down for cancel my subscription but it takes you to the community page and not to a place to submit a cancelation ticket! So frustrating. 
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Posted by
Henagon

Re: Cancel my subscription

Same problem! Cannot create the cancelation ticket! Teamviewer doesn't want to make it a smooth process so we give up. 

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Posted by
Henagon

Re: Cancel my subscription

I will also not be buying another TeamViewer product for this very reason.

Feels like a scam.

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Posted by
Henagon

Re: License cancellation and request for refund

The people at Teamviewer are unethical.

I was forced to upgrade to a commercial package in 2018 so that I could help my family with issues on their computers. I had 8 or 9 machines running at the time.  4 or 5 family members and a few of my own.  2 Media servers attached to speakers, games machine, laptop, etc.  I used to access these machines from any machine to play music, etc.  Because of the number of machines, I was flagged as commercial use.  I contacted teamviewer each year the message came up and they would reset it.  Eventually, Teamviewer told me they wouldn't reset it anymore and said that if I upgraded, everything would be fine.  I eventually gave in and upgraded only to discover I could only connect to 2 machines or so.  When I got hold of them, they told me I had to upgrade again.  I informed them I would never have upgraded if I knew this and that I would not be using the software going forward.  I told them I felt ripped off.  Their attitude **bleep** at the time as they basically just said I must pay more.  I then decided to terminate all my use of the software and over the course of the months that followed, I ended use of all teamviewer software and switched to an alternative.  Now, a year after being ripped off, they are insisting I pay them again for software that is overpriced, doesn't deliver on my needs and that I do not use.  I have informed them on 6 or so occasions (over and above my initial debate that I had them at the time when I initially upgraded) that I am not renewing but they will not accept it and insist on handing me over to a collection agency.

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Posted by
Electron

Re: License cancellation and request for refund

Please can someone post a link to "Raise a Ticket" that actually works? I wasnt to cancel my subscription but all the links in this thread for raising a ticket simply point to here: https://www.teamviewer.com/en/support/

Where is there the option to raise a ticket?

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Posted by
Henagon

Re: License cancellation and request for refund

If you go to this link

https://support.teamviewer.com/en/support/home

It should work

Capture.PNG

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Posted by
Electron

Re: Cancel my subscription

I want to cancel my subscription. The link provided in the solution does not direct me to any ticket, I can't find it anywhere. I tried calling, but no consultant is available. I have emailed you and got an automatic response:
Dear customer,

Please note that this email is an automated notification, which is unable to receive replies. If you need assistance, please contact us via www.teamviewer.com/support.

Cancel my subscription (both of them) and leave me alone. I consider my renewal cancelled. I did everything I could to make that happen.

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Posted by
Electron

Re: Cancel my subscription

I have exactly the same problem.

I have just spent 30 mins on looking for any form or link to raise a ticket to cancel my subscriptions. This resambles practices of some scam routines, not a reputable, global business. Please cancel my subscription with immediate effect and refuntd the full amount. I want nothing to do with teamviewer from now on.
 Open a ticket now!

Posted by
Electron

Re: Cancel my subscription

Hi Jean,

Please kindly elaborate how does one raise a ticket - your link does take me to anything resembling interface with a form to fill up, neither further instructions.

It's more like a sheap attempt to tire a subscriber attempting to cancel subscription. 

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Posted by
Electron

Re: Cancel my subscription

this looks almost like a scam... I'm having a problem with raising a ticket about cancellation.

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Posted by
Electron

Re: License cancellation and request for refund

Hi Natasha,

Can you please assist with cancelling my subscription?

I'm following the prompts and advise from your colleagues. The support from Germany, which is apparently helping UK customer base with overflow queries stopped responding and I'm left with vague advises about raising a ticket, which make me to go in circles on your support pages and forums as no clear interface for raising a ticket can be found.

Thank you.

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Posted by
Electron

Re: License cancellation and request for refund

Unfortunately, it doesn't.

Can you please assist with cancelling my subscription asap?

Thank you.

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Posted by Moderator Moderator
Moderator

Re: License cancellation and request for refund

Hello @roberttopolski

Thank you for your message.

We are sorry to hear you had difficulties to cancel your license. 🙏

I confirm you that your license has already been cancelled by the customer care representative you have spoken to. You also got a credit note, the refund will be processed shortly. 💯

If there is anything else we can do, please let us know.

Best,

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

Highlighted
Posted by
Electron

Cancel my subscription

Very difficult to send an email.  We need to cancel our plan immediately. The link provided below does not go anywhere. Simply does not work. We alredy sent an email to contact@teamviewer.com. I hope someone will reply. Sales@teamviewer.com is not active email anymore. 

 

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Posted by Moderator Moderator
Moderator

Re: Cancel my subscription

Hello @BIlyana,

Thank you for your message.

Sending an email to contact@teamviewer.com won't count as a cancellation request.

To cancel a license, you need to open a ticket. 💯

You can open a ticket here: https://support.teamviewer.com/a/

You will find all the information you need in our Knowledge Base article here: How / until when can I cancel my subscription?

I hope this could help. 🍀

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

Cheers,

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

Highlighted
Posted by
Digon

Re: Cancel my subscription

Hi,

It is my second reply. I don't know why but my first one was not shown anymore.
In a nutshell, I have to say that it is the WORST service I ever seen in my life. Really. I do not appreciate the way we have to cancel the licence. I already lost 1 hour of work the previous week to understand how everything works here. And I'm not able to create your ticket.
You must change that.

 

@JeanK, following your steps did not work at all for me. I'm redirected here in the community.

EDIT: My licenses are not registred into this account because when buying your teamviewer licences, it is not mandatory to have an account. Maybe all the problem is how can I registred my licences into this account to get access to the actual ticket portal.

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Posted by Moderator Moderator
Moderator

Re: Cancel my subscription

Hello @RenaudEngie

Thank you for your honest feedback. 🙏

I will make sure to forward your feedback to our dedicated team. 

What you said in your edit is right. To access the portal, you need to activate the license on your TeamViewer account. You will find all the information you need in our Knowledge Base article here: How to activate your license.The TeamViewer account is mandatory to open a ticket to our support, because the system needs to recognize licensed and non-licensed account.

Best,

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

Highlighted
Posted by
Digon

Re: Cancel my subscription

Hello,
our company also received invoice with renewal We would like to cancel our subsrcibtion but I can't find way how to.

Please contact me.

Kind regards,
Martina

 

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Posted by
Digon

Re: Cancel my subscription

Hello Sir,

There is no possibility to open a ticket. Where is that function ? 

All the links in teamviewer support bring us to a community forum, which is absolutely useless in this case.

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Posted by
Digon

Re: Cancel my subscription

Sir, your link to request a ticket is not working. Please provide me a link. I don't understand why this is so difficult to open a support ticket... I thought teamviewer was a very good and professional company, but now i have very doubtful and perplexed.

Thanks in advance for your quick reply.

Regards,