Frequently Asked Questions

Answers to many questions can be found through the following resources:

  • Licensing Management: Activate, upgrade and manage Citrix licenses.
  • Account Maintenance: Open a customer service support case to update or merge company information and to transfer licenses.
  • Knowledge Center: A database of articles and bulletins written by Citrix technical experts.
  • eDocs: A library of product documentation for Citrix solutions and technologies. 
  • Support Forums: Discussion forums where you can ask questions and get real-world answers from other customers.

Americas Customer Service Escalation

  • Call 1-800-424-8749, select option 2, provide your case number and request to speak to a manager
  • A Customer Service Manager will immediately review and escalate your case

For further details, please review our escalation process.

Account Maintenance Expand all sections

How do I update my company account information?

  1. If you need to change your company name, be prepared to provide a proof of name change (e.g. press release, legal document showing the purchase, request on company letterhead)
  2. For Americas:
    1. Open a support case and provide the requested information
    2. In the Type drop-down menu, select Account Maintenance
    3. Provide the additional details and submit the request
  3. For EMEA, APAC and Japan:
    1. Create a Service Request using your Citrix login ID and password
    2. In the Support Type drop-down menu, choose Customer Service
    3. In the Service Request Type drop-down, choose Account Maintenance
    4. Provide the requested information and submit the request

How do I merge company records (duplications, acquisitions)?

  1. Be prepared to provide Organization ID numbers for the accounts you need to merge. For acquisitions, proof of the transaction must be provided (e.g. press release, legal document showing the acquisition, request on company letterhead)
  2. For Americas:
    1. Open a support case and provide the requested information
    2. In the Type drop-down menu, select Account Maintenance
    3. Provide the additional details and submit the request
  3. For EMEA, APAC and Japan:
    1. Create a Service Request using your Citrix login ID and password
    2. In the Support Type drop-down menu, choose Customer Service
    3. In the Service Request Type drop-down menu, choose Account Maintenance
    4. Provide the requested information and submit the request

How do I add or update contacts for my company’s account?

  1. You must be a Company Account Administrator to add or update contacts for a company account
  2. Log in to the Company Information and Contacts tool using your Citrix login ID and password
  3. Select from Update/Edit Contact, Add Contact, Remove Contact, Name and Phone, or Addresses
  4. Follow the instructions for each action to complete your task

Where can I locate my Organization ID (also referred to as Customer ID)?

  1. Log in to My Account using your Citrix login ID and password
  2. Your Organization ID (also referred to as Customer ID) is displayed next to your login ID

Downloads Expand all sections

Where can I download the latest product version?

  1. Go to the Downloads page on citrix.com
  2. Select your desired product from the Find Downloads menu on the left of the page
  3. You may need to log in to view all products that are available to you

Where can I download the latest Citrix Receiver/Client Plugin?

  1. Go to http://receiver.citrix.com.
  2. The site should automatically detect your device platform for download.
  3. If you need to download a different version, select the “View other devices” link.

Licensing Expand all sections

Start here

  1. Manage Citrix Licenses: activate, upgrade, and manage
  2. Citrix Licensing Basics: overview, management, and resources
  3. Licensing management user guide

How do I activate/allocate my product licenses?

  1. Log in to All Licensing Tools using your Citrix login ID and password
  2. Select Allocate from the menu on the page
  3. Follow the steps outlined on the screen to complete your task

How do I transfer my company’s licenses?

  1. Be prepared to provide the product name and license serial numbers to be transferred, and the Organization ID and company name to which the licenses should be transferred
  2. For Americas:
    1. Open a support case and provide the requested information
    2. In the Type drop-down menu, select Account Maintenance
    3. Provide the additional details and submit the request
  3. For EMEA, APAC and Japan:
    1. Create a Service Request using your Citrix login ID and password
    2. In the Support Type drop-down menu, choose Customer Service
    3. In the Service Request Type drop-down menu, choose Account Maintenance
    4. Provide the requested information and submit the request

How do I apply the license file to the license server using the license administration console?

Please follow the steps outlined in the Importing License Files eDoc documentation.

How do I upgrade/migrate my product to a later version?

  1. Log in to All Licensing Tools using your Citrix login ID and password
  2. Select Upgrade from the menu on the page
  3. Select from Version Upgrade (Subscription Advantage membership required), Purchase Upgrade, or Maintenance Upgrade
  4. Follow the steps outlined on the screen to complete your task

Where can I view my licensing contract information?

  1. Log in to the Licensing Program Registration tool using your Citrix login ID and password
  2. Select Enterprise, Easy, or Education licensing
  3. Your current license program details will be displayed, along with a contract number
  4. If you do not have a contract, follow the registration instructions for the license program you have selected

Where can I get a free trial software and license (Evaluation)?

  1. Visit the Citrix Trial Center to explore available trials and download the products that you wish to try. Please note that some trials are only available via Citrix partners.
  2. Most trials include instructions for obtaining trial licenses. Trial licenses may also be obtained from My Account.

Renew Subscription Advantage Expand all sections

How do I renew Subscription Advantage?

Please follow the steps outlined in the Subscription Advantage Renewal and Quote Creation Guide (Knowledge Center article CTX126171).

My Account Expand all sections

How do I retrieve my password for My Account?

  1. From citrix.com, click on Log In near the top right corner of the page
  2. Below the Log in section, click on Reset Password
  3. Input either your username or email address.  Clicking Search will automatically send an email to the email address specified in your profile.
  4. If you do not know your username or email address, select More Options to retrieve your password using one of the following options
    • Sales contract number and contract administrator last name
    • Serial number and machine code

For Partners Expand all sections

How do I create a new Reward Registration (lead)?

  1. Log in to the Leads and Rewards tool using your Citrix login ID and password 
  2. Select Launch Leads and Rewards
  3. Select Create New Reward Registration from the menu on the left
  4. Input Company Name and select Next
  5. Provide the requested information and submit the form to create a new reward registration

How do I generate a quote for Subscription Advantage?

Please follow the steps outlined in the Create a Subscription Advantage Quote Solution Advisor Guide  (Knowledge Center article CTX126192).

Technical Support Expand all sections

What are my options for technical support?

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