My Oracle Support

Registration Frequently Asked Questions

Release 16.2

E63697-05

April 2016

This document provides frequently asked questions about My Oracle Support registration. It contains the following questions:

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:

http://www.oracle.com/pls/topic/lookup?ctx=mos_en&id=MOSHP101

How can I proceed with the registration process if I know my Support Identifier (SI) but the company name displayed is not correct?

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.

Who should I contact in my company and Oracle if I have an issue with registering for My Oracle Support and I can't find a solution?

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:

  1. Log in to the My Oracle Support portal.

  2. 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

What does being assigned as the CUA imply?

If your company or the registration process asked you to be the CUA you should:

How do I create a new user account in My Oracle Support?

To create a new user account in My Oracle Support:

  1. Navigate to:

    https://support.oracle.com
    
  2. Select Step 1: New User? Register here.

  3. Enter the required fields then select Create.

    A verification e-mail is sent. Follow the steps in the e-mail to verify your account.

  4. Enter the following URL in a browser then sign in to My Oracle Support: http://support.oracle.com

  5. Enter your SI then optionally add an note to the approver.

  6. 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.

  7. 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.

How can I add an SI to my user account in My Oracle Support?

To add an SI to a user account in My Oracle Support:

  1. Enter the following URL in a browser then sign in to My Oracle Support: http://support.oracle.com

  2. On the right top of the page, display the drop down menu by clicking the arrow next to your name.

  3. 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.

  4. Select Request Access.

  5. 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.

  6. 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.

How do I change my user name and password in My Oracle Support?

To change your user name and password in My Oracle Support:

  1. Enter the following URL in a browser then sign in to My Oracle Support: http://support.oracle.com

  2. On the top right corner, select your name to access the menu.

  3. Select My Account.

  4. 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.

  5. Click Change User Name or Change Password to save the changes.

How do I reset my password in My Oracle Support?

To reset your password in My Oracle Support:

  1. Navigate to:

    http://www.oracle.com
    
  2. Select Forgot User ID/Password?

  3. Enter your user name then select Submit.

    You will receive an e-mail with directions about how to reset your password.

Why haven't I received the My Oracle Support reset password e-mail?

If you tried to reset your password in My Oracle Support and you have not yet received the e-mail:

  1. Navigate to:

    http://www.oracle.com

  2. Log in with your credentials.

  3. Go to Account then select Profile.

  4. Select Edit.

  5. Enter information in the requested fields.

  6. Select Save Update.

  7. Navigate to:

    http://support.oracle.com

  8. Click Login.

  9. Select Password Finder.

  10. Enter your e-mail account.

  11. 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:

  1. Check your e-mail spam or junk folder.

  2. Search for the following e-mail address:

    oracle-acct_ww@oracle.com

  3. Mark the e-mail as safe.

  4. 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.

Why do I receive the 'Error: Cannot Add Support Identifier, SI is not valid or does not allow registration' message when I try to add an SI?

You may be getting the error for one of the following reasons:

Why do I receive the 'Error: Your access to My Oracle Support is restricted because you currently do not have any active SIs in your profile' message when I log in to My Oracle Support?

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:

    1. Navigate to Settings.

    2. Select My Account.

    3. 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:

    1. Navigate to Settings.

    2. Select My Account.

    3. Fill mandatory fields in your profile at the bottom of the screen. Mandatory fields are marked with an asterisk (*).

    4. Select Save.

    5. Refresh the page or log out and log in again.

What can I do if my request hasn't been processed?

To facilitate approval, you can send a notification from My Oracle Support.

If a CUA has not responded to your request after three days, you will receive another e-mail that shows the e-mail addresses of the CUAs so you can contact them directly.

Documentation Accessibility

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.

Access to Oracle Support

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 16.2

E63697-05

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