Answers to most common questions can be found in our FAQ's section below. If you still need assistance, please complete the Request Support form below and we will contact you within one business day.
Partners looking to obtain their customers contract or account numbers must contact the customer to obtain this information.
Company Administrators can restrict access to specific options on My Account as a security measure for their companies. Refer to CTX126336 – How to Update Company and Contact Information on a Citrix Account
Partners that need access to view a customer's licenses to quote their renewals for maintenance must have the “Renewal Partner” type within the customer's account.
Resetting your My Account/Partner Central password requires your Web Log in ID for the account you're trying to access. Refer to CTX126207- How to retrieve My Account Login information for step-by-step instructions. Important: The link in the email for resetting the password will be valid for 24 hours only.
Customers requesting to change the name of a company should submit their request at http://support.citrix.com/cms/kc/customerservice. Select Americas > Request Type...populate displayed template and select submit. Requesters should be prepared to supply an Email Confirmation of the request from the company's domain along with one of the following:
End-users and partners can add or edit account contacts, phone and fax numbers, addresses, and URLs via the Citrix online portal.
1. Only unrestricted contacts have access to the licensing tools to perform any actions or view customer information.
2. Any license as well as the contact attempting to allocate the license must be listed under the same Org ID. This includes all account modifications
1. Username & Password along with "Unrestricted" contact status for My Account. Attempting a change with restricted status will incur the following message: You have only limited access to My Account, contact your system admin".
1. Must be an Organization Administrator or Business Executive with unrestricted access to Partner Central.
2. Partner account must be "current" or 'active' and not expired or prospect.
To customize restrictions you will need to select or change the Access Model on the My Account portal. Refer to CTX130127 - How to Select or Change the Access Model on My Account for step-by-step instructions.
Citrix customers requesting to transfer licenses from one account to another; go to http://support.citrix.com/cms/kc/customerservice and select Americas > Request Type...populate displayed template and select Submit. Pre-requisite requirement for a request:
Citrix customers requesting to merge multiple account records/data into single account as a result of acquisition, duplication of accounts or downsizing; refer to CTX126194 - How to open a Customer Service case to merge accounts for step-by-step instructions.
Customers requiring a Citrix invoice for a payment, Billable receipt or confirmation should refer to CTX139671-How to Search for Invoices Online. If forms are not retrievable via the portal, open a Customer Service case. Go to http://support.citrix.com/cms/kc/customerservice > Americas > Request Type…populate displayed template and select Submit. The following information is needed in the case:
Version Upgrades are provided to Citrix customers as a benefit of Maintenance; refer to - CTX137264 - Customer Service Frequently Asked Questions on Product Upgrades.
To access the Upgrade Options tool; Log in to My Account > All Licensing Tools > Overview > Upgrade > version upgrade options
As required by law, the My Account portal checks all accounts and contacts against the US Embargo Restrictions List. Any company or name flagged as a match is denied access to My Account while the system performs additional internal verifications.
End-users and partners looking to allocate licenses to their servers; refer to CTX 126167 - How to Allocate Citrix Software Licenses for step-by-step instructions.
The pre-requisite to allocating a license to the server is to ensure that you've installed the License Administration Console.
Customers interested in evaluating Citrix solutions for software products can obtain a FREE Try It version of that product at http://citrix.com/downloads/trials.html.
Partners preparing to demonstrate Citrix products to clients or setup their internal environment and need to acquire a Demo or Use license; refer to CTX118564 - How to Retrieve Partner Use and Demo Licenses in My Account for step-by-step instructions.
To request a license split, go to http://support.citrix.com/cms/kc/customerservice and Americas > Request Type…populate displayed template and select Submit. Please note the following:
End-users and partners looking to change the allocation of licenses from one license server to another; refer to CTX115870 - How to Reallocate a License File for step-by-step instructions.
Customers who do not pay for their renewal online with a credit card and require information on where to send a check or submit payment electronically. Refer to CTX137485 – Subscription Advantage Payment Options FAQ for assistance.
For online payments; refer to Processing the Renewal section of CTX126171 - Maintenance Program Renewal Guide - Customer.
End-users seeking to renew Subscription Advantage memberships online can use the self-help tool through Support Programs>Renew Subscription within My Account. Refer to CTX126171 - Maintenance Program Renewal Guide - Customer for step-by-step instructions.
For step-by-step instructions on renewing product licenses with SA through Partner Central, refer to CTX126192 - Maintenance Program Renewal Guide – Solution Advisor.
Partners, who cannot see the Manage My Customer Renewals option, can't locate customer/licenses in Manage My Customer Renewals or receives an error while attempting to generate a Subscription Advantage quote on Partner Central should note the following:
Also, ensure that there are no internal system errors with the website or instructional messaging preventing the completion of the process.
Online Purchasing Support
For assistance with purchases, license retrieval, return policy, shipping and payment information for purchases made through the Citrix Online Store at store.citrix.com, please complete the following contact form. A customer care representative will respond within 1 business day.
For general Customer Service inquires chat live with us.
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