How do i raise a ticket?

Gill2
Gill2 Posts: 6 ✭✭

I have purchased a  team viewer remote access license but not received an email or license key - how to i access this?? Or how do i cancel the license as not impressed with lack of support. 

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Comments

  • Esther
    Esther Posts: 4,052 Former Community Manager

    Hi @Gill2 

    Submitting a ticket requires an active license on your account.

    As you are currently waiting for the license activation email, you can -for now- not submit a ticket.

    I am not aware of a delay with email sending, but I will check this internally.

    After you were able to activate a ticket, you can submit a ticket as described here: How to submit a ticket 

    Thanks and best,

    Esther

    Former Community Manager

  • Gill2
    Gill2 Posts: 6 ✭✭

    So if my issue is that when i puchased the license it did not ask for an email address so i dont see how it can send me an actvitation email!  How do i resolve this if i need an active license to raise a ticket. 

  • Esther
    Esther Posts: 4,052 Former Community Manager

    Hi again,

    If no email address is being given, the purchase should not have been possible.

    My recommendation for you is making a new purchase.

    After you received and activated your license, submit a ticket (How to submit a ticket) and make sure with the support team afterwards that any double order will be cancelled. However - I doubt that the first order was successful.

    Hope this info helps you.

    Best, Esther

    Former Community Manager

  • Gill2
    Gill2 Posts: 6 ✭✭

    Please see

    https://www.teamviewer.com/en/lo-remote-access/

    If you follow this process it asks for billing address but not email address and then takes payment.  So how do i cancel this purchase.  As i really dont want to use your service and as i have only just purchased i am within my rights to cancel. 

  • Esther
    Esther Posts: 4,052 Former Community Manager

    HI @Gill2 

    Thanks for sharing.

    I clicked the link and it asks me for my email address as a required information: RA_email.png

    Do you see the same on your end?

    Thanks, Esther

    Former Community Manager

  • Gill2
    Gill2 Posts: 6 ✭✭

    No it takes me direct to the name address and payment page and I did not have an account then.  I created a new account after payment to see if that would show me the license but it doesnt.  I definately have a pending transaction and i really want to now cancel this - how do i cancel it there must be a way?

  • Gill2
    Gill2 Posts: 6 ✭✭

    Please as requested advise on how i cancel  a TeamViewer Remote Access Base: 3 devices purchase.