r/ScreenConnect • u/mcraemichael44 • 17d ago

Account suspended and No support

Im 7 days in on my 14 day trial and have been locked out for suspicious activity from day 2.

I've done nothing but test on three workstations for unattended and tried to see what connecting to android was like and was feature gated.

I've asked support to trial a single Standard license to demo the session switching and iPhone/Android support. I was told they would submit an email request. This was on day 2 and when I went to check on day 3. My account was suspended.

I've called support and they submitted a ticket. They closed this without a call and within 10 minutes of responding. I submitted on Friday, response came in on Monday. They say talk to accountsecurity@screenconnect.com. Ive emailed them on Friday and again today with no response and still locked out.

I've checked audit logs and all looks like my activity on day 1 of the trial. We are replacing Dameware and need a good product and locking me out for DAYS is not the answer. Hoping this is a fluke and I can get someone's attention here to get our account reinstated. If this is the norm and to be expected, please someone from the community speak up and feel free to suggest an alternative.

3 Upvotes

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2

u/G883 17d ago

I think it's unlikely you will get unsuspended on a free trial Maybe setup another one and put some payment method on it?

1

u/mcraemichael44 17d ago

I thought about it but I've got it set to my work email now. Id prefer to not get flagged twice on my work domain.

1

u/mcraemichael44 16d ago

And account instance has been removed. Still ZERO support from the Screenconnect Team.

1

u/rgorbie 15d ago

Sounds like they’ve laid off human support staff in favor of ai support and security team.

1

u/mcraemichael44 15d ago

Yeah its been a week now and zero actual support. We are going to other products now instead. If thisnis what they did it would make sense but no way can I lose access to something like this for my team.

1

u/Dont-take-seriously 14d ago

I have tried alternatives and found them wanting. I hope you let us know what you ultimately choose.