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Posted by
Proton

Unable to submit a support ticket

At the bottom of the https://community.teamviewer.com page, I clicked on the "Submit a Ticket" link which took me to https://www.teamviewer.com/en/support

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I then scrolled down and clicked on the "Contact Support" button in the Submit a Ticket section. The button links to https://support.teamviewer.com but when you click on it, it re-directs you back to https://community.teamviewer.com

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Am I doing something wrong? I'm logged into my Teamviewer account and also logged into the community forums. I don't have a Teamviewer license as I'm just using the free version.

 

11 Replies
1 Accepted Solution

Accepted Solutions
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Posted by Senior Moderator Senior Moderator
Senior Moderator
Solution

Re: Unable to submit a support ticket

Hello @syrist 

Thank you for your post.

On the support page, please take note of the sentence above the Contact Support button:

To submit a ticket for Customer Support, click the button below and log in to your licensed TeamViewer account.

Ticket and phone support is reserved for licensed users - the TeamViewer Community is the support resource for the free version of TeamViewer - Here you can find our entire knowledge base, containing all articles pertaining to TeamViewer. Should you be unable to find an answer, you can start your own thread, as you have here.

Hope this helps!

Josh P.
Senior Moderator

If my reply answered your question, help out other users and click the Accept as a Solution  button below.

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View solution in original post

11 Replies
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Posted by Senior Moderator Senior Moderator
Senior Moderator
Solution

Re: Unable to submit a support ticket

Hello @syrist 

Thank you for your post.

On the support page, please take note of the sentence above the Contact Support button:

To submit a ticket for Customer Support, click the button below and log in to your licensed TeamViewer account.

Ticket and phone support is reserved for licensed users - the TeamViewer Community is the support resource for the free version of TeamViewer - Here you can find our entire knowledge base, containing all articles pertaining to TeamViewer. Should you be unable to find an answer, you can start your own thread, as you have here.

Hope this helps!

Josh P.
Senior Moderator

If my reply answered your question, help out other users and click the Accept as a Solution  button below.

You can also say thanks by clicking on the Thumbs Up button!

Thanks for being an active member of our Community!

Japanese Community (日本語コミュニティ) |  Chinese Community (中文社区) |  German Community (Deutschsprachig) | French Community (Communauté française) | English Community | Spanish Community (Comunidad española)

View solution in original post

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Posted by
Photon

Re: Unable to submit a support ticket

Where is the button in question? I use teamviewer at home and am receiving a commercial use message and the five minute limits. All of my usage is personal (though advanced. I do run home media servers and such). I have attempted to use the commercial use form, but the "Affected Teamviewer ID" area of the form is broken (tried in 4 unique browsers across 3 devices) and cannot submit the form.

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Posted by Senior Moderator Senior Moderator
Senior Moderator

Re: Unable to submit a support ticket

Hello @KapaaIan 

Thank you for your post. 

As previously mentioned, the Contact Support option is only for licensed users. Any user that wishes to request reset of a Commercial Use alert must fill out the reset request form

I have verified all fields working - please ensure you are entering the numerical 9 to 10-digit ID shown on your device.

However, please also be aware of the following, regarding Commercial Use:

2019-09-26 12_35_40-How exactly is _private use_ defined_.png

Josh P.
Senior Moderator

If my reply answered your question, help out other users and click the Accept as a Solution  button below.

You can also say thanks by clicking on the Thumbs Up button!

Thanks for being an active member of our Community!

Japanese Community (日本語コミュニティ) |  Chinese Community (中文社区) |  German Community (Deutschsprachig) | French Community (Communauté française) | English Community | Spanish Community (Comunidad española)

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Posted by
Henagon

Re: Unable to submit a support ticket

GREAT, you somehow delete all my contacts from my private account and i even cannot submit ticket about that.......GREAT this is the reason why i never ever will not buy anything from you.

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Posted by
Digon

Re: Unable to submit a support ticket

How do I find out what my licenced Teamviewer account is? The invoice just give me a license number??

 

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Posted by Moderator Moderator
Moderator

Re: Unable to submit a support ticket

Hello @Adrian202020,

Thank you for your message. 🙌

To verify which is your licensed account, you need to connect to the account(s) you are using and check:

  • Open TeamViewer
  • Go to Help → About TeamViewer

If it is stated: Free → it is not your licensed account
If it is stated: Business (or Remote Access, Premium, Corporate or Tensor) → it is your licensed account

Best,

Jean  

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

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Posted by
Henagon

Re: Unable to submit a support ticket

 

Helo,

I have a free account, and i receive an e-mail with invoice: 265,34 Euros

I cant get support help cause its free but i receive this invoice and i cant undertand how to solve this.

Can you please contact me?
How can i get support for this matter?

Thanks

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Posted by Moderator Moderator
Moderator

Re: Unable to submit a support ticket

Hello @drgpimenta

Thank you for your message. 🙌

I recommend you to contact our support via phone as soon as possible to get this sorted:

Best regards

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

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Posted by
Henagon

Re: Unable to submit a support ticket

I did call that number but they said that if i dont have an invoice number they cant explain me what to do.

And this e-mail is (intimation)
And does not have invoive number.
Its from: Creditreform

I really dont know what to do, e sent an e-mail asking more information and they dont respond.
How can i even know if my account is still free?
Do i pay this and its solved?
Or next year this will happen again?
I want to delete this account and solve this problem.

Thanks,
Dárcio

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Posted by Moderator Moderator
Moderator

Re: Unable to submit a support ticket

Hello @drgpimenta,

Your invoice has most probably not been paid and therefore been transferred to CreditReform, a debt collection service. Please check your e-mail inbox and filter with "TeamViewer" in order to find the matching invoice to the email you received from CreditReform.

If you don't find an invoice, please call the customer support again and explain them the case. They will know how to help you.

Best regards

Jean

French Community Moderator

If my reply answered your question, help out other users and click the Accept as a Solution button below. ✅
You can also say thanks by clicking on the Thumbs Up button!
Thanks for being an active member of our Community!

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Posted by Closed account
Not applicable

Re: Unable to submit a support ticket

But when your account has been l;ocked out you can't log in to submit a ticket.

I have already paid for one subscription. I'm buggered if I'm going to pay another just to submit a ticket.

Looks like I need to find an alternative solution because the complete lack of support from teamviewer is bloody rediculous.