My Support Resources and FAQ

The My Support online self-service support tool provides a streamlined experience for logging cases with Citrix. Below you will find helpful resources and information to guide you through the My Support experience.

My Support user guides provide instructions for navigating and using My Support:

Customer My Support Guide
Partner My Support Guide

Frequently Asked Questions

Simple case creation and updates - a simplified interface will make it easy for you to log your issue with Citrix. You will also be able to see a full history of all cases logged for your account.

Knowledge integration - as you go through the process of logging a case, knowledge articles that may resolve your issue will be suggested based on the key words and selections you enter.

Visibility to Entitlements and Product Authorizations - you will have full visibility into your technical support entitlements and partners can view products they are certified to sell. Learn more about technical support programs and support add-ons.

You will no longer need to provide your PIN. Instead, you'll need your Account ID, Serial Number (if you have a hardware issue), or other personal identifying information such as your registered email address. Your Account ID is displayed in My Account and/or Partner Central.  

Go to

Log into My Account or Partner Central.

Click My Support and navigate to the Open a Case link.

Your existing Cloud Portal and your Cloud Portal credentials will be retired, so you will no longer be able to log a Case via the Cloud Portal or the email. Instead, you will need to use My Account or Partner Central to log a case using My Support.

More Support Resources

  • 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
  • Analysis Tools: A simple, online troubleshooting platform and health-checker for your Citrix environment. Available for XenDesktop, XenServer, XenApp and NetScaler.