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.
  • Citrix GoTo products support (GoToMyPC, GoToMeeting, GoToTraining, GoToWebinar and GoToAssist)

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?

Edit account contacts, phone and fax numbers, addresses, and URLs through My Account. For detailed instructions, refer to How to Update Company and Contact Information on a Citrix Account.

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

Maintaining accurate records help ensure proper access to your entitled services. Contact Customer Service to merge company records. For detailed instructions, refer to How to Open a Customer Service Case to Merge Accounts.

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?

To transfer licenses from one account to another, contact Customer Service  in your region. To complete your request, all licensing contracts for all accounts involved must be affiliated.  Companies whose contracts allow them to transfer licenses (such as ISV Partners) are exempt from this requirement. For details on contract affiliations, refer to How to Add an Affiliate to an ELA Contract.

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?