Registration Frequently Asked Questions
Release 17.0
E63697-06
August, 2023
This document provides frequently asked questions about My Oracle Support registration. It contains the following questions:
How can I add an SI to my user account in My Oracle Support?
How do I change my user name and password in My Oracle Support?
Why haven't I received the My Oracle Support reset password e-mail?
Note: For more information about the My Oracle Support registration process, see the "Registration, Sign In, and Accessibility Options" chapter of the My Oracle Support help:
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The company name used by Oracle Support may be different from the actual company name. You can find the company name used by Oracle Support in the Welcome Letter, which resides with the technical contact or Customer User Administrator (CUA) for your company.
After you complete registration and request access to a Support Identifier, you can send an email to all CUAs associated with that Support Identifier. To do this:
Log in to the My Oracle Support portal.
Navigate to My Account then click the View link under the Administrator column in the table.
This will enable you to send a notification to the administers of the Support Identifier. If you need assistance from Oracle, contact your local support representative. Find your product, country, or area at the following URL:
http://www.oracle.com/us/support/contact-068555.html
To create a new user account in My Oracle Support:
Navigate to:
https://support.oracle.com
Select Step 1: New User? Register here.
Enter the required fields then select Create.
A verification e-mail is sent. Follow the steps in the e-mail to verify your account.
Enter the following URL in a browser then sign in to My Oracle Support: http://support.oracle.com
Enter your SI then optionally add an note to the approver.
Click Next.
Ensure that you click Next after entering the Support Identifier numbers to complete registration. You must add contact information and agree to the terms of use.
Enter the required fields then select Submit.
The status of your request is Pending until you receive the approval from the CUA or from Oracle Support if you are the first person requesting this SI.
When you try to sign in at https://support.oracle.com/ and:
you might receive one of the following error messages:
You will receive this message if you attempt to log in with an email address that you have not registered with Oracle Support:
In this case, the login already exists but you have not entered the correct password. To fix this issue:
Before attempting to login with the temporary password, delete your browser cache and cookies, close the current browser window, then open a new browser window to ensure that your browser is refreshed.
This message appears if you have an inactive account that is linked to your email address or if you are using a user name other than an email address. Use one of the following methods to contact Oracle Support for assistance:
If you request that an inactive account be purged, the Oracle Support representative assigned to your SR will require written approval from you to delete and purge the inactive user account.
Until the inactive account is removed and purged or updated, the system will not recognize your email address as being valid and available for registration.
*During an outage, users can continue to search our Oracle Knowledge Base by going to https://support-lite.oracle.com
To add an SI to a user account in My Oracle Support:
Enter the following URL in a browser then sign in to My Oracle Support: http://support.oracle.com
On the right top of the page, display the drop down menu by clicking the arrow next to your name.
Select My Account.
The SI section opens and displays a table showing the Support Identifiers in your profile. If you are not able to see this section, expand the navigation tree using the center arrow.
Select Request Access.
Do one of the following:
If you know your SI, add an optional note to the approver and the SI. If prompted, enter your company name.
If you do not know your SI, use the Find your Support Identifier tab, enter the serial number, and select your company name from the list to find it.
Click Request Access. If this is the first user requesting to use the SI, a prompt asking for acceptance of the CUA role may appear.
To change your user name and password in My Oracle Support:
Enter the following URL in a browser then sign in to My Oracle Support: http://support.oracle.com
On the top right corner, select your name to access the menu.
Select My Account.
On the Personal Information section, click the pencil icon next to User Name/E-mail or Password to edit it.
You are redirected to your Account page.
Click Change User Name or Change Password to save the changes.
To reset your password in My Oracle Support:
Navigate to:
http://www.oracle.com
Select Forgot User ID/Password?
Enter your user name then select Submit.
You will receive an e-mail with directions about how to reset your password.
If you tried to reset your password in My Oracle Support and you have not yet received the e-mail:
Navigate to:
Log in with your credentials.
Go to Account then select Profile.
Select Edit.
Enter information in the requested fields.
Select Save Update.
Navigate to:
Click Login.
Select Password Finder.
Enter your e-mail account.
Click Submit.
The password reset e-mail may not be under the safe sender list. This may interfere with you receiving Oracle generated password e-mails.
To mark the password reset e-mail as safe:
Check your e-mail spam or junk folder.
Search for the following e-mail address:
oracle-acct_ww@oracle.com
Mark the e-mail as safe.
If you do not find the e-mail, contact your IT department and ask them to include oracle-acct_ww@oracle.com
under the Safe Sender list.
You may be getting the error for one of the following reasons:
The SI you are entering does not exist. Verify the number on your contract or check your Welcome Letter. For additional help, call the Sales Support hotline. You can find the number at the following URL:
http://www.oracle.com/us/support/contact/index.html
If you are an Oracle Partner contact OPN at the following URL:
https://www.oracle.com/opn/index.html
Note: For more information about the My Oracle Support registration process, see the "Registration, Sign In, and Accessibility Options" chapter of the My Oracle Support help:
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Your Service Start Date is in the future. You are only able to add the SI on or after your start date. Verify the service start date in your Welcome later.
'No support' status. Either your contract is on hold, terminated, suspended, expired, or the SI belongs to a support level which is not supported through My Oracle Support.
The SI has been created recently. If your SI has been created recently try again after 24 hours.
Note: For information about the recently created SI, see the Knowledge Document ID 1070417.1, "Activation Delay May Prevent Customer to Add New Support Identifier (SI) to their My Oracle Support Account immediately". |
The SI was created for CRM On Demand. The CRM On Demand Support Identifiers are automatically added to your CRM account by the CRM team.
Note: For more information about your CRM OnDemand Support Identifier, log a Service Request (SR) inhttp://support.oracle.com under the CRMOD tab, or contact CRMOD Customer Care. |
The SI does not have a product mapped to the license, or the product is mapped but has not been setup in My Oracle Support. For additional information, call the Support Sales hotline. You can find the number at the following URL:
The SI has a product mapped to the license which is past Sustaining Support. For additional information, see Oracle Lifetime Support Policies at the following URL:
http://www.oracle.com/us/support/lifetime-support/index.html
Or call the Support Sales hotline. You can find the number at the following URL:
Your may be getting the error for one of the following reasons:
You do not have a valid or active SI on your profile.
To add a valid SI:
Navigate to Settings.
Select My Account.
Add a valid and active SI to your profile.
You do have valid SI on your profile, but mandatory fields on your profile are empty.
To fill the empty mandatory fields:
Navigate to Settings.
Select My Account.
Fill mandatory fields in your profile at the bottom of the screen. Mandatory fields are marked with an asterisk (*).
Select Save.
Refresh the page or log out and log in again.
To expedite approval, contact the CUA for your CSI via one of these methods:
For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc
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Oracle customers that have purchased support have access to electronic support through My Oracle Support. For information, visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info
or visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs
if you are hearing impaired.
My Oracle Support Registration FAQ, Release 17.0
E63697-06
Copyright © 2009, 2023, Oracle and/or its affiliates.