Customer Service Support – Americas

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.

Account Management

Partners looking to obtain their customers contract or account numbers must contact the customer to obtain this information.

  • If your customer has granted you "View All" or "View Assigned" rights, visit Partner Central (user name and password to the partner account requesting the information needed) and select the Sales Search Toolbox then follow the instructions.

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: Subscription Advantage, Software Maintenance and Hardware Maintenance must have "View" or View Assigned" rights 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:

  • A press release
  • A legal document showing purchase or acquisition of the company
  • A request on company letterhead referencing previous and new company names, i.e. from ABC to XYZ

End-users and partners can add or edit account contacts, phone and fax numbers, addresses, and URLs via the Citrix online portal.

  1. Refer to CTX126336 – Updating company and contact information on a Citrix account – Customer
  2. Requirements:

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. End-Users

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".

        2. Partners

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.

General

Having issues accessing your company's network via a Citrix web Interface using one of the Citrix Clients? Refer to Receiver and Plug-ins - Citrix eDocs for assistance.

Customers should contact their Solution Advisor (partner) to request an order status; refer to CTX126193 – How to Check the Status of Your Citrix Product Purchase Order

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:

  • Provide Citrix Sales Order Number, PO# or Invoice#
  • Provide preferred method of sending the invoice (email or fax)
    • Important: Copy will NOT be provided if request is for a change or modification to the invoice.

Version Upgrades are provided to Citrix customers as a benefit of Subscription Advantage/Software Maintenance; refer to - CTX137264 - Customer Service Frequently Asked Questions on Product Upgrades and How to Upgrade Citrix Licenses.

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.

  • Elements of the company or contact name may be matching entities on the US Embargo List and must be verified by the Citrix Global Trade Compliance Team.
  • If you receive the access denied error message, there is a mandatory 6 hour waiting period before access can be attempted again.
  • If access is still denied after the mandatory 6 hour waiting period, go to http://support.citrix.com/cms/kc/customerservice > Americas > Request Type...populate displayed template and select Submit to report the issue.

Licensing

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.

  • Don't see what you're looking for; contact your Citrix Sales Representative.

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.

  • Have your Allocation Host name/Host Id available.
  • To utilize non-VPX NetScaler Demo or Use licenses, purchase a NetScaler Demo/Use appliance through a purchase order. More info on Partner Central under Update Locations, Contacts, Memberships > Partner Programs > Citrix Partner Licensing Program Guide

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:

  • Split requests for more than 1000 users will have to be approved by Citrix.
  • Splitting licenses will affect any Software Maintenance Agreement
  • Customer will receive a list of licenses, via email, to give up (rescind) in order to get replacements.
  • Email authorization from the company domain is required

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.

  • New Server HOST ID type and host ID value from the Manage License portal in My Account will be needed.

Can't get connections on the licensing server, unable to allocate licenses, etc.? Looking for a single point of access to narrow down and help you resolve your issue in an autonomous manner; refer to CTX214306 - Basic Licensing Troubleshooting.

Renewals

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.

  • The account must reflect licenses with renewable Subscription Advantage.
  • Please Note: For any questions about a quote, changes on a quote or to request a new manual quote, you must contact your assigned Renewal Sales Specialist.

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:

  • Customer must have given the Partner "View All" or "View Assigned" rights to the licenses they own with Subscription Advantage.
  • If partner's contact status is not listed as 'unrestricted', the partner will be unable to view or access the Manage My Customer Renewals option.
  • Partner must be logged into the correct Partner account.

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.

Chat unavailable

Available Monday - Friday

For general Customer Service or licensing inquiries, please complete the Request Support form.

* Required

  • General - Select this to report an issue on subscription advantage renewal, licensing split, account updates, consolidations, acquisitions, license transfer, My Account Login, or any other type of customer service inquiries.
  • Licensing - Select this to report an issue on license allocation, setting product features, licensing usage reports or product fulfillment and upgrades.
To provide a file attachment, submit this form and then respond to the email confirmation with the file attached.
  Submit