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Posted by
Neutron

No activation key after purchase

I have upgraded my license 3 hours ago and got an email saying "You will receive your activation key and invoice within the next minutes." but never received this. What went wrong?

1 Accepted Solution

Accepted Solutions
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Posted by Community Manager
Community Manager
Solution

Re: No activation key after purchase

Ok - there are no known issues for the delay from a technical point of view, but please know our team is checking each order individually and there might be a small queue today.

They are working as fast as they can - and everybody should get the license activation as fast as possible.

Please accept my apologies for any delay - and will forward this internally to make sure all our customers are having a brilliant customer experience from the very beginning 🙌

Thanks again and best,

Esther

Community Manager

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View solution in original post

17 Replies
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Posted by
Electron

Re: No activation key after purchase

I have had the same issue. I got an order confirmation email but no activation key email. Any help from support on this would be greatly appreciated.

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Posted by Community Manager
Community Manager

Re: No activation key after purchase

Hi there,

We are investigating this.

Sorry for the hassle!

Esther

 

Community Manager

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Posted by
Electron

Re: No activation key after purchase

Hi @Esther 

Thank you for the reply, if you could keep us updated on this that would be great. Still no email.

Thank you

Dave

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Posted by Community Manager
Community Manager

Re: No activation key after purchase

Hi again,

I will 👍

If you get the email meanwhile, please update this thread as well 🙌

Thanks, Esther

Community Manager

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10 Replies
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Posted by
Neutron

Re: No activation key after purchase

Thanks Esther! Still no email and I checked my bank account - it is still NOT charged

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Posted by
Electron

Re: No activation key after purchase

Here is the same problem!

Our company has a premium license that i purchased at 01-Jun-2019.When i purchased it int he last year, in the confirmation e-mail you wrote me, the subscription will extended automatically for 12 month if im not cancell it.
I did not cancel my subscription, yet I was no longer able to use the TeamViewer service 3 days,  because a large red message line indicated that I had an overdue invoice. I was calm about the ongoing service as I purchased the license with automatic renewal.
You not sent me any notification/warning/reminder about the unpaid invoice or the service suspending.
So, i have to work... and i tried log in to my account to see what happened. But your system dont allow me to log in, because it want to confirm that I am logging in from a trusted computer. Your system writes that will sends me an email, i have to check this TeamViewer Sign In Confirmation letter at my mailbox, but I never get them, i tried about 10 times (not even in the spam folder). I wasted half a day knowing what and how I could pay you, but I couldn’t get into my account, and couldn’t find any way to renew my license either. 
That’s why I was forced to buy a brand new license, which you confirmed me via email (see it below). But in the e-mail you wrote i will receive my activation key and the invoice within the next minutes...but i never received them. 
SUMMARIZING: 
Now, I have 
1 license, that you suspended (without any notice/warning/reminder), 
1 brand new license (without license key and invoice), but I still cannot use the service, which causes serious financial losses to my company.

I dont know it is a standard level of service at you, or it is just happening now because someone is not doing their job well which is why the technical background of the websites is so bad...but i think, the selling price of the service is not as low as the quality of the service. :((
I already wrote to the support, but nobody replied since 2 days.

 

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Posted by
Neutron

Re: No activation key after purchase

Hi Esther, I have received the invoice now but still no activation key for my license. Thanks a million!

Highlighted
Posted by Community Manager
Community Manager
Solution

Re: No activation key after purchase

Ok - there are no known issues for the delay from a technical point of view, but please know our team is checking each order individually and there might be a small queue today.

They are working as fast as they can - and everybody should get the license activation as fast as possible.

Please accept my apologies for any delay - and will forward this internally to make sure all our customers are having a brilliant customer experience from the very beginning 🙌

Thanks again and best,

Esther

Community Manager

Did my reply answer your question? Accept it as a solution to help others.
Find this helpful? Say thanks by clicking on the Thumbs Up button. Find more information here: Knowledge Base | Community Blog | How to get started

View solution in original post

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Posted by
Electron

Re: No activation key after purchase

I called Support via phone and soon after received an email with the 'Acitvation' message. there appears to be a delay on some payments.

Thanks @Esther 

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Posted by
Electron

Re: No activation key after purchase

I don’t just have a problem with the missing activation email. My business license, purchased last year, expired at the end of June and should have been automatically renewed. I did not receive the emails you notified of the expiration or the email you sent the invoice for renewal.  I can’t even log into the account management, because I don’t even get the emails that your systems allegedly sent me to verify, I want to log in from a trusted device. So I haven't been able to work from home for 3 days, because neither my old license, nor the newly purchased one works (activation key didn't come in the email), and I can write here now, only because I had to register a new account. After all, I can't log in the old one until I certify that my device is reliable, which I use from the first minute..because the link doesn't arrive in an email. Patt situation.

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Posted by
Henagon

Re: No activation key after purchase

@Esther 

I have not received my invoice, and I am blocked from signing in due to "an overdue invoice".

Please contact me [personal information removed]

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Posted by
Henagon

Re: No activation key after purchase

@Esther

Hi, we have the same issue, purchased at 12:12 today and its now 14:27 and we are still without our invoice and activation key. Please advise solution to this.

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Posted by
Electron

Re: No activation key after purchase

We've been waiting six hours and still no activation key!

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Posted by
Henagon

Re: No activation key after purchase

I placed an order yesterday and 24 hours later i am still waiting for an activation key. Very disappointed!

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Posted by
Henagon

Re: No activation key after purchase

Is this what is causing me trouble with accessing the remote computer? I can login briefly then it kicks me out and won't let me try again for about 10 minutes.

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Posted by Moderator Moderator
Moderator

Re: No activation key after purchase

Hi @RomanyWorks,

Thank you for your post and welcome to our community.

To take full advantage of the TeamViewer license you have purchased, you have to activate it in your account. Please kindly refer to How to activate your license to check if your license has been activated appropriately. 

If you still have issues with activation, please call our support team and they will be more than happy to provide further assistance.

Best regards,

Fiona

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Posted by
Electron

Re: No activation key after purchase

September 13, 2020..... I paid for a paid subcription to the service, but it has not been activated.