Customer Support Information

FAQ - Support & Help Submitting your Purchase Order

Cisco.com profile Queries


Password Queries


Service Contract and purchase Queries


Reseller / Partner Queries


Technical Queries



Cisco.com profile Queries


Q: How do I obtain a Cisco.com Guest User ID?

A: 

  1. For Cisco.com Guest user id please login to Cisco.com site at www.cisco.com
  2. Click on the  Register hyperlink on the right side of the main screen or Register Now button in the New User field.
  3. Fill out the requested information
  4. Click on the submit button
  5. Once form is submitted you will be provided with log in information via e-mail
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Q: I need to retrieve my User Name (User ID). What should I do?

A:  Kindly contact Customer Support via phone/email. Please email web-help@cisco.com with details of your problem

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I need to retrieve my User Name (User ID)
Email address: [mention the email address which was used while creating the user id]

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: Why is there a delay in generating my User Name (User ID)?

A:  Normally generation of CCO ID takes 5-10 mins.
Kindly contact Customer Support via phone/email. Please email web-help@cisco.com with details of your problem

Note:- Japanese customer should contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I am facing a delay in generating my User Name (User ID)
User id: [mention your valid user id]

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: Why am I being denied access?

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with details of your problem

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I have registered with the Cisco.com but I’m not able to login to [mention the tool name].

User id: [mention your valid user id]
Error message: [mention the error message received while login].

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: Can I register/log-in using an anonymized IP address?

A: For registration and login valid IP address is mandatory, hence you  would not be able to register/log-in using an anonymized IP address.

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Q: How do I view or update my Cisco.com account and information?

A: Please login to URL: http://tools.cisco.com/RPF/profile/profile_management.do and update the details.

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Q: How do I update my Cisco.com account email address?

A: To change the email Id, kindly follow the following steps-

  1. Please access the Cisco site at http://www.cisco.com
  2. Please click on LOGIN and enter your user id and password.
  3. Click on the Profile link located at the top of the page.
  4. You will be taken to the new Cisco.com Profile Manager page.
  5. Next to Contact Information, click on the link edit this information.
  6. In this page you can change your contact information, including your email address.
  7. Please be informed that once the profile is updated with a new email address, it will go into Pending status. To re-activate the profile Please follow the below procedure:
  8. “Please send mail to“web-help@cisco.com
  9. No text is required.
  10. Subject line must simply read: “Account Activation CPR: user-id”.
  11. Please send this mail from the email account which you have updated in the Cisco.com user profile.
  12. Once this is done, the profile will be activated.
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Q: How do I update my Company/Organization name in my Cisco.com account?

A:  To change the company / organization name, kindly follow the following steps-

  1. Please access the Cisco site at http://www.cisco.com
  2. Please click on LOGIN and enter your user id and password.
  3. Click on the Profile link located at the top of the page.
  4. You will be taken to the new Cisco.com Profile Manager page.
  5. Next to Contact Information, click on the link edit this information.
  6. In this page you can change your company/organization name, contact information, including your email address.
  7. Please be informed that once the profile is updated with a new email address, it will go into Pending status. To re-activate the profile Please follow the below procedure:
  8. “Please send mail to“web-help@cisco.com
  9. No text is required.
  10. Subject line must simply read: “Account Activation CPR: user-id”.
  11. Please send this mail from the email account which you have updated in the Cisco.com user profile.
  12. Once this is done, the profile will be activated.
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Q: How do I register for access to additional programs?

A:  For additional programs access kindly login to Cisco registration tool at http://tools.cisco.com/RPF/register/register.do

  1. Click on the Register link and from one of the applications which require guest level access.
  2. You will be granted program specific tokens in the User Properties field to enable access to the appropriate program web sites and tools.
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Q: I have multiple Cisco.com User IDs. How can I merge them?

A:  Kindly contact Customer Support via phone/email. Please email web-help@cisco.com with details of your problem.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I have multiple Cisco.com User IDs, kindly merge them.

User id: [mention all the user id]

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: I already have a Cisco.com User ID and purchase directly from Cisco. I also want to have access to Cisco.com for pricing and ordering information. How do I register for this access?

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with valid SO# and PO# details.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I already have a Cisco.com User ID  purchase directly from Cisco. I want to have access to Cisco.com for pricing and ordering information.

User id: [mentioned user id]SO# [mandatory]
PO# [mandatory]

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: I am a Cisco Certified Internetwork Expert [CCIE]. How do I register on Cisco.com?

A: 

  1. For CCIE access kindly login to Cisco registration tool at http://tools.cisco.com/RPF/register/register.do
  2. Mandatory information required for registrations are:
    • CCIE certification number
    • Access level should be Registered Guest, 1
    • Please fill this information in the form and clicks submit.
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Q: I cannot see order in the status tool

A:  Please login to status tool

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Q: I would like to have price list added to my CCO profile.

A: If you are a direct cisco customer, contact Customer Support via phone/email. Please email ic-support@cisco.com with valid cco id. If indirect customer, go to distributor or PRT team.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I would like to have price list added to my CCO profile

User id: [mention your valid user id]
Customer number:
Purchase/Sales Order number of a recent order that user's company has placed directly with Cisco.:

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.
Note: Inform customer that the profile will be updated once the information is validated.

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Q: I would like to have my CCO profile updated with the BID/CID

A: Please email ic-support@cisco.com your CID/BID number and CCO profile ID.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I would like to have my CCO profile updated with the BID/CID.

User id: [mention your valid user id]
Customer ID#/ Bill to ID#

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

Note: Inform customer that the profile will be updated once the information is validated.

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Q: I would like to have my profile updated so that I can download software

A: Kindly contact Customer Support via phone/email. Please email web-help@cisco.com with CCO ID.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I would like to have my profile updated so that I can download software.

User id: [mention your valid user id]
Customer ID#/ Bill to ID#:

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

Ask customer to login to Software Download Centre after profile is updated. Provide
URL : http://www.cisco.com/kobayashi/sw-center/  
and select the appropriate software.

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Q: I would like to obtain Commerce access (or “I would like to be able to place orders online”)

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with the CCO id, tool name for which access is required.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I would like to obtain Commerce access for [mentioned the tool name].

User id: [mention your valid user id]
Tool name: [mandatory]

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: I would like you to help me to place the order on-line (or request ordering tool walkthrough)

A: Kindly contact phone support. For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: I would like to request product upgrade tool assistance.

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with the request details.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I would like to request product upgrade tool assistance.

User id: [mention your valid user id]
Mentioned what kind of assistance is required [definition of product upgrade tool, usage of tool]

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: What part of my CCO profile can I update by contacting ic-support@cisco.com?

A: The IC support team will update the following fields in your profile:

  • Commerce access
  • Contract/Software download & TAC Access
  • Submit acess to ordering tool
  • Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)
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Q: What tools issues can I contact ic-support@cisco.com for?

A: The tools are:

  • Aged Account Summary
  • Change Order Tool
  • Configuration Tool without Pricing and Lead Times (guest)
  • Configuration Tool (Dynamic)
  • Distributor Credit Tool
  • Personalized Commerce View (IC Modules)
  • Invoice Tool
  • Lead Times Tool
  • Multi-Line Configurator
  • Notification Tool
  • Online Order Extract Tool
  • Ordering Tool
  • Ordering Tool (Guest Version)
  • Pricing Tool
  • Print Shipping Documents Tool
  • Product Upgrade Tool
  • Returns Tool
  • RMA/Service Order Tool
  • RMA/Service Order Submit Tool
  • Cisco Service Contract Center
  • Status Tool
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Q: How do I update my profile to 'Submit access'?

A:  Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with CCO id.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I want to update my profile to 'Submit access'.

User id: [mention your valid user id]

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Password Queries


Q: I know my User Name (User ID) but cannot remember my Password. What should I do?

A: 

  1. To reset your password please login to Password reset tool: http://tools.cisco.com/RPF/passwordreset.do
    • Enter your email address in the column ‘Please enter the following Email address’
    • A link to the password reset and user name retrieval tool will be sent to your e-mail address
    • If you no longer have access to this e-mail account, please proceed to register [https://tools.cisco.com/RPF/register/register.do] for a new Cisco.com ID
    • For additional support please contact web-help@cisco.com
  2. Please answer one of your profile questions correctly to reset your password.
  3. In case you do not answer either question correctly, you will be locked out temporarily, for a few minutes.
  4. In case you have forgotten your password and no longer have access to the e-mail account in your profile, you will need to create a new profile
  5. If you can’t create a new account due to duplicate email ID, please contact our service desk to de-activate your old profile

For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: I no longer have access to the e-mail account in my user profile. Can I retrieve my User Name (User ID) or reset my password?

A: Kindly contact Phone Support. For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: How do I update my Security Questions?

A: 

Kindly contact Customer Support via phone.

For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: How do I change my Cisco.com account password?

A: 

  1. To reset your password please login to Password reset tool: http://tools.cisco.com/RPF/passwordreset.do
    • Enter your email address in the column ‘Please enter the following Email address’
    • A link to the password reset and user name retrieval tool will be sent to your e-mail address
    • If you no longer have access to this e-mail account, please proceed to register [https://tools.cisco.com/RPF/register/register.do] for a new Cisco.com ID
    • For additional support please contact web-help@cisco.com
  2. Please answer one of your profile questions correctly to reset your password.
  3. In case you do not answer either question correctly, you will be locked out temporarily, for a few minutes.
  4. In case you have forgotten your password and no longer have access to the e-mail account in your profile, you will need to create a new profile
  5. If you can’t create a new account due to duplicate email ID, please contact our service desk to de-activate your old profile

For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Service Contract and purchase Queries


Q: I have a Service Contract number. How do I register for my Cisco.com User ID and password?

A: 

  1. For Cisco.com user id and password please register through Cisco.com Registration Tool at http://tools.cisco.com/RPF/register/register.do
  2. Mandatory information required for registration is:
    • All personal information and communication preferences
    • Valid email address
    • Additional access
    • Valid service contract number
    • Access level:
      • Customer, 2 [If standard product/service contract number (e.g. SMARTnet, SP Base, SAS, etc)]
      • Partner/Reseller, 3 [If partner agreement/contract number (e.g. CSSP, OEM, etc)]
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Q: How do I order a software upgrade or boot programmable read-only memory (PROM) through my Service Contract?

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with details of your problem

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I have to software upgrade or boot programmable read-only memory (PROM) through my Service Contract.

User id: [mention your valid user id]
Software upgrades or boot programmable read-only memory (PROM) details.

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: How do I add service contract(s) to my Cisco.com account?

A: The contract needs to be updated in the Cisco.com profile. Kindly contact Customer Support via phone/email. Please email web-help@cisco.com with details of your problem.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

Kindly add service contract # [mentioned contract number] to my Cisco.com profile.

User id: [mention your valid user id]
Product details:

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: I have a Service Contract number and I purchase directly from Cisco. How do I register for my Cisco.com User ID with the ability to price and order online?

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with valid SO# and PO# details.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I have a Service Contract number and I purchase directly from Cisco. I want to register for my Cisco.com user id with the ability to price and order online

SO# [mandatory]
PO# [mandatory]
Service contract #

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Reseller / Partner Queries


Q: I am a registered Authorized Reseller or Partner on Cisco.com, but I cannot download software. Why?

A: Service contract number may not be updated in your profile. Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with details of your problem

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I am a registered Authorized Reseller or Partner on Cisco.com, but I cannot download software.

User id: [mention your valid user id]
Error message: [mention the error message received while login].

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: I am a Cisco Registered Authorized Reseller or Partner. How do I register for Cisco.com access?

A: 

  1. For Cisco.com user id and password please register through Cisco.com Registration Tool at http://tools.cisco.com/RPF/register/register.do
  2. Mandatory information required for registration is:
    • All personal information and communication preferences
    • Valid email address
    • Additional access
    • Valid service contract number
    • Access level:
      • Customer, 2 [If standard product/service contract number (e.g. SMARTnet, SP Base, SAS, etc)]
      • Partner/Reseller, 3 [If partner agreement/contract number (e.g. CSSP, OEM, etc)]
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Q: I work for a Cisco Partner company and need to register on Cisco.com, but cannot remember my company's Channel Registration Key.

A:  For Channel Registration key please login to www.cisco.com/go/prt and raise a request with the Partners Relation team.
Click on Create case tab [middle one]
Fill in the form and submit the case.
Partners Relation team will get back to you.

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Q: I am the customer of a Cisco Partner and I have been given a PICA number and a Verification Key. How do I register for Cisco.com access?

A: 

  1. For Cisco.com PICA and verification key registration please login to Cisco.com site at www.cisco.com
  2. Click on the register button on the right side of the main screen
  3. For PICA Access, please enter a valid PICA Registration Number and Verification key & click Submit.
  4. Once form is submitted you will be provided with log in information via e-mail
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Technical Queries


Q: Why the product shows invalid in the ordering tool

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with details of your problem.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

The product [mentioned the product name] shows invalid in the ordering tool.

[User id: [mention your valid user id]
Product name:

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: Why do I have an error message in the ordering tool?

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with details of your problem.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I have an error message in the ordering tool

User id: [mention your valid user id]
Error message: [mention the error message received while login].

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: Why do I have warning messages in the ordering tool?

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with details of your problem.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I have warning messages in the ordering tool.

User id: [mention your valid user id]
Error message/warning message: [mention the error message received while login].

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: I cannot access a Cisco Tool

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with Cisco tool details

Hi Team,

I cannot access a Cisco Tool.

User id: [mention your valid user id]
Tool name:
Error message: [mention the error message received while login].

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: I’m facing product mismatch in Configuration Tool and Ordering Tool

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with details of your problem.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I’m facing product mismatch in Configuration Tool and Ordering Tool.

User id: [mention your valid user id]
Product mistmatch details: [whether product is available in configuration tool, but not in order tool]

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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Q: I have registered with Cisco.com but cannot Log In. What should I do?

A: Kindly contact Customer Support via phone/email. Please email ic-support@cisco.com with details of your problem.

Note:-  Japanese customer can directly contact:  cs-support-nihon@cisco.com (Language Support)

Hi Team,

I have registered with the Cisco.com but I’m not able to login to [mention the tool name].

User id: [mention your valid user id]
Error message: [mention the error message received while login].

Regards,
XXX


For Phone support please click on the following link and use the most appropriate phone number:  http://www.cisco.com/web/ordering/cs_info/or3/o31/ordering_transactional_customer_service_contacts.html.

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