Support Portal Migration to TeamViewer FAQ
We are moving the 1E Support portal to the new TeamViewer Support Portal for a unified experience. We are working behind the scenes to improve the transition and portal use, but a few steps are required.
Please review the following to assist you and answer your questions.
If this FAQ does not answer your question, contact us through your usual support channels or your CSM.
Good to know
Your company's existing tickets will be moved automatically (all history, all status’s including closed)
You will need to keep using the current 1E portal until the live date of the new portal in July
The new portal goes live on Monday 27th July 2026
Portal Access
Will my existing way of logging in work ?
No, this is changing, you will need to use TeamViewer accounts to access the Support Portal
How do I create a TeamViewer account to login ?
Each person who needs to log in to the support portal needs a TeamViewer account. A Process has been sent out to all existing customers
Is there a lead person who sets this up for the company ?
Yes a primary person needs to activate a TeamViewer license which has been issued and then set up colleagues
How can I provide access to my colleagues ?
One user is set up as the administrator who can then add or remove colleagues (including additional administrators) as required.
This is done in the Administration > Users section of the TeamViewer Management Console
How many colleagues can I add ?
By default if you don’t already have an existing TeamViewer license, you can add up to 20 colleagues.
Have you got any guides how to set things up ?
Please see the following guide to help fully set everything up :
Setting up your TeamViewer account and adding your colleagues : Public Portal for Public forms
I was sent the email but don't have time to set this up now
If you received the activation link but can't use it now, forward it to a colleague to set up the company and add others.
I already have a TeamViewer account and license
If you already have a license for TeamViewer then you don’t need to do anything else as you should already have access to the TeamViewer Support Portal
I have a free personal Teamviewer account, can I use this ?
No, please set up a new corporate account with your company email address
No one in my company received an activation code
Please contact your account team who will be able to help you.
The Primary TeamViewer administrator who setup our access is leaving
We recommend that the TeamViewer administrator assigns a colleague as an administrator before they leave.
Does this change how I log in to the DEX Platform itself ?
No, the login to the Support Portal is fully separate to the DEX Platform product
Using the Portal
Will all of my closed and open tickets be moved ?
These will be migrated to the new portal so you have your full history over the last 2 years.
Where will I download hotfixes ?
The hotfixes section is under the DEX Tab on the TeamViewer portal homepage
Where will I download the latest releases?
The releases section is under the DEX Tab on the TeamViewer portal homepage
Is the 1E status page changing ?
We migrated the status page to be part of TeamViewer's overall status page several months back. This is available at https://status.teamviewer.com
Where do I log tickets before the migration ?
Please continue to use https://support.teamviewer.com until end of day on the 24th July as we will be migrating open tickets over the weekend of the 25th July for go live on the Monday 27th July.
Can I still log tickets on the weekend of the 25th and 26th of July ?
If you have a critical issue then please contact support on the usual channels. However we request that lower severity tickets are either logged on the Friday or the Monday on the new system.
Can I still log tickets via email?
Yes, you can continue to use support@1e.com however this will be changing soon.
Technical
What is the underlaying technology
The TeamViewer portal uses Freshdesk for customer facing systems
How do I find the new Support Portal?
Direct link https://support.teamviewer.com
On the TeamViewer Support web page https://teamviewer.com/support under Sign In, on the top right or click Submit a request button
What URLs do i need to ensure are whitelisted?
Please ensure the following are whitelisted in your organization so that you can access these going forward.
https://support.teamviewer.com
https://services.teamviewer.com
Where will emails be coming from ?
Emails will be coming from @TeamViewer.com email addresses so please ensure these are not blocked
Troubleshooting
I'm being asked for the invoice number to activate
You may be looking at the TeamViewer Customer Portal. This is not the same as the Support Portal and currently DEX customers don’t need to access this.
When I activate I'm getting an error : samelicensetype
This is likely because you already have a TeamViewer license configured, which you can confirm in the TeamViewer management console
I get an error that my company already exists
When setting up a company the name must be unique, if someone else in your organisation has set up TeamViewer with that name, you can either join the same if you know who it is or change the name (append DEX for example)
Can I join two Companies with the same account
No, if you are already in a company for Tensor, then you need to add your DEX colleagues to that company.
When trying to create an account I get "Please check your email address and password and try again" error
This is because there is already an account existing under that email address. Click on Sign In and select Forgot Your Password
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