Posted by stefanoc
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
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
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View solution in original post

24 Replies
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
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View solution in original post

Posted by peter_liu
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.

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 stuff members.

All the best,
Yuri

Posted by Badr000014
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?
Posted by Badr000014
Henagon

Re: License cancellation and request for refund

Any one could inform me
Posted by frog4solutions
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

Posted by tortoiseindustr
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!?

Posted by tortoiseindustr
Electron

Re: Cancel my subscription

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

Posted by Tamari
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?

Posted by Tamari
Henagon

Re: license cancellation and refund request

No response so far :(

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

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Posted by TechTSUNAMI
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.

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

Posted by Bardi
Henagon

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.

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
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Posted by Bardi
Henagon

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!

Posted by SaxonsITAccount
Electron

Re: Cancel my subscription

This does not work!

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

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
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Posted by Xiaolin
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!

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
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Posted by Acecool
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
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
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