License issue

Benski
Benski Posts: 3
edited May 2023 in Licensing

I have a Remote Acces Plan and paid the invoice in May.
When I log in to my account it says I'm using a free account.

Schermafbeelding 2020-04-22 om 11.36.16.png

In the app it says I'm using a free version.
The same goes for the online management console.

Schermafbeelding 2020-04-22 om 11.38.11.png

It says: Your trial version has expired.
And now I can no longer use Teamviewer because I got this warning saying that commercial use was detected.

Schermafbeelding 2020-07-08 om 20.56.39.png

I know. It's commercial use because I paid for it, but according to the system, I'm using a free version.
How can this be solved?

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Answers

  • JeanK
    JeanK Posts: 6,973 Community Manager 🌍

    Hello @Benski,

    Thank you for your message and welcome to the TeamViewer Community! ?

    I confirm you that your license is not activated on your TeamViewer, which explains why the system doesn't recognize the license you bought.

    You need to follow the whole activation process from the start to get you back on track.
    We explain how to proceed in this Knowledge Base article right here: How to activate your Remote Access Plan 

    I hope this could help. ?

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

    Best regards

    Jean

    Community Manager

  • mathijs
    mathijs Posts: 2

    That is kind of odd. Because I'm experiencing the exact same issue the last two days.

     

    I was able to log in to all my 3 Remote Access computers. All of a sudden I get the exact same warnings about the commercially use detected...

     

    In the App I'm logged in:

    2020-07-09 18_10_26-TeamViewer.png

    2020-07-09 18_13_07-TeamViewer.png2020-07-09 18_10_16-About TeamViewer.png2020-07-08 18_13_46-Unable to connect.png

    Yet I still receive the following warnings and forced loged out : 

     

  • I have gotten the same exact alerts just now.. I think it must have something to do with their licencing servers or commercial use detectors because it just pops up for a multitude of people all of a sudden.. Anyways, I went ahead and filled out this form to request them to reset my account to non-commercial use but it can take upto 30 days...

    https://www.teamviewer.com/en/support/personal-use-verification/

    Goodluck man.. 

  • JeanK
    JeanK Posts: 6,973 Community Manager 🌍

    @mathijs this looks like an individual license issue.

    You might have to contact our customer support to get this sorted: https://www.teamviewer.com/en/support/contact/ 

    Best regards

    Jean

    Community Manager

  • lazardmnl
    lazardmnl Posts: 5

    same problem here.

    got my license yesterday, July 23, 2020 then after a day it was free version again. then no one to contact to get support.

    please help.

  • JeanK
    JeanK Posts: 6,973 Community Manager 🌍

    Hello @lazardmnl,

    Thank you for your message. ?

    I recommend you to follow the activation procedure again: How to activate your Remote Access Plan 

    If you are still having issues, please contact our support: https://www.teamviewer.com/en/support/contact/ 

    Best regards

    Jean

    Community Manager

  • lazardmnl
    lazardmnl Posts: 5

    Thanks.

    I did the activation but it says invalid license. What is wrong with the system?

  • JeanK
    JeanK Posts: 6,973 Community Manager 🌍

    @lazardmnl,

    I confirm that your license is now correctly activated. ?

    You can ignore this message.

    Best regards

    Jean

    Community Manager

  • lazardmnl
    lazardmnl Posts: 5

    But the management console still displays FREE and desktop app says TRIAL VERSION.

    Please help me fix this asap.

    Thanks.

  • lazardmnl
    lazardmnl Posts: 5

    Why is this happening? was there any payment issues?

  • lazardmnl
    lazardmnl Posts: 5

    Finally! I was able to contact TV support via phone and they fixed my license issue.

    Thanks!