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This article applies to all TeamViewer customers receiving the message, "This device has been blocked".

General

You may receive an error message saying This device has been blocked when trying to establish a TeamViewer connection to another device.

01_This device has been blocked.png

This message indicates that:

  • you have an overdue invoice on your TeamViewer account; or
  • your device was recently used to establish a TeamViewer connection using an account with an overdue invoice.

Here is a direct link to our payment portal to unblock your device and regain access to all TeamViewer features.

 

How to regain access to TeamViewer 

If you are not signed in to your TeamViewer account

It's possible that the device block might not be associated with your own account – for example, if your device was recently used to establish a TeamViewer connection using a different account that has a license with an overdue invoice.

To unblock your device again, you need to sign in with a TeamViewer account that holds a valid license.

Note: The word valid means that the license is not blocked by our system due to an outstanding payment.

If you are still receiving the same message after signing in, please go to our payment portal to pay the outstanding amount.

Please note that depending on your payment method, it might take some time until your subscription is reactivated and your device is unblocked.

If you are already signed in to your TeamViewer Account

If you are blocked while signed in to your TeamViewer account, it's likely that the license linked to your account has an outstanding invoice and is marked as overdue within our system. 

You get easily regain access to all TeamViewer features by paying the outstanding amount via our payment portal.

Please note that depending on your payment method, it might take some time until your subscription is re-activated and your device unblocked.

The payment portal does not accept my credentials

It is possible that the payment portal does not accept your credentials. Possible reasons could be that:

  • you are currently not in the same country as you usually live; or
  • you are using some program to change your IP address (such as a VPN).

In this case, please pay your outstanding invoice by selecting the country from which you purchased your license from the drop-down below:


For all other countries not listed in the drop-down:
 The payment portal can be found at https://www.teamviewer.com/payment

More information about outstanding payments

After the purchase of your TeamViewer license, we email you an order confirmation as well as an invoice to the email address that you provided with the purchase of the license.

We also send payment reminders by email if we haven't received any payment from you during the agreed payment terms.

After sending several reminders, we block unpaid licenses and deny access to any TeamViewer services you're using.

If you haven't received these emails, please check your inbox or spam folder, or check with your accounting team for the invoice, payment reminder, or outstanding payment information that we have sent you..

It's possible that you missed the reminders and information we sent you if they landed in your spam folder.

In case you can't find any invoice or overdue payment email, please contact our Customer Support team.

 

For free users

As you don't have a license, it's most likely that your device was recently used to start a connection using a TeamViewer account that has a license with an overdue invoice.

Please contact the person who owns the account that was used on your device, and ask them to pay the overdue invoice so you can use TeamViewer on your device again.

If you receive the message Commercial use suspected or Commercial use detected, please go to http://teamviewer.com/reset to request a review of your usage.

If you receive the message Trial expired, please go to https://www.teamviewer.com/en/support/personal-use-verification/ to request the reset of your ID.

Version history
Revision #:
21 of 21
Last update:
‎07 Sep 2020, 4:26 PM
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