I'm unable to see my product in Case Management, Downloads, or Licensing portal

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Article ID: 144156

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Updated On:

Products

Support Portal

Issue/Introduction

I'm unable to see my product in Case Management, Downloads, or Licensing portal.

Resolution

There could be a few reasons why the products are not showing on the Support Portal: 

 

1. Access to a Site Id:

One must have access to an active site id to create a case or download the product. There can be multiple site ids for your company and also possible that the contract is booked under a different Site ID. Your account must be aligned to the Site ID the active entitlement.

 

2. Contracts:

Another reason why you can't see your product under case management or product downloads is because of the expired contracts.

 

3. Pending invoices:

Products will not be available online due to outstanding invoices. If there is any pending invoice, we suggest you to contact your Account manager for additional details.

 

If you are still facing any issue or have any questions, please contact customer care team by submitting a question using Customer Care Webform. 

 

Helpful links: 

How to create a case using Customer Care Webform?

How to get access to a site id?

How to create a case?

How to download products?