Issues with the new Sitecore Support portal

Question

Sitecore has released a new version of the Sitecore Support & Self-Service Portal at https://support.sitecore.com

You might have issues like the following and you need to find the answer:

• I was able to log in to the old portal before but cannot log in to the new portal.
• I never used the support portal before and cannot log in to the new portal.
• I cannot find my old support case on the new portal.
• I cannot open new support cases because Account field does not show the name of the customer I am working with.
• My license.xml file does not get accepted in the Register customer license form when I upload it.
• I do not have access to the license.xml file but need a specific account to be added to the list of the companies I work with.
• I am an Implementation Partner and want to open a support case on behalf of the customer I am representing. Which account should I select in the Account field of the support case creation form?

But where can you find the answer?

Answer 1

The former support portal at https://support.sitecore.net is no longer active.

The new version of the Sitecore Support & Self-Service Portalis designed to improve user experience, add new self-service capabilities, and functions as a single technical support channel for Sitecore Experience Platform, Experience Commerce, and Content Hub.

Sitecore has released a Knowledge base article where you can find the answer for all of these questions: https://kb.sitecore.net/articles/467193

Also if you cannot solve the issue you can send an email to NewSupportPortalFeedback@sitecore.com for assistance.

For detailed information on how to use the new Sitecore Support & Self-Service Portal, please visit https://kb.sitecore.net/articles/263106