Hi Ines Burrell

You can request a license reset via live chat here:

License reset

Click on the right-hand button 'Request License Reset' and fill out the little form that appears.

Someone will reply very quickly, usually immediately.

In the rare event that there is nobody available, the button will be greyed out with 'No Agents Are Available'. Then, click on the 'Submit Case' button and fill that form out, being sure to give your email address accurately so they can contact you. Remember to click 'Licensing' in the 'Case Type' dropdown. You should have your license problems resolved within 24h.

The above is accessible even if you have no valid Support and Maintenance Agreement (PSMA).

If you do have a valid PSMA, then, I do see what caused your confusion but the instructions are actually correct.

So, after clicking on the Log a ticket button, the site you are taken to has these instructions:

and the Knowledge Advice link leads here:

How to log a Support Case in SDL Gateway

But when one clicks on the SDL Gateway shortcut it brings one back to the page with the above message, which seems wrong.

HOWEVER, it isn't wrong. All you have to do is (as the instructions say) click on Login/Register on the TOP toolbar, then the following appears:

It is the same page again BUT it has the Log A Case button.

Click on 'Log a Case' as highlighted above and you will arrive at the form you're looking for...

All the best,

Ali

Thank you Alison! 

My problem was I was already logged in. Now that the login session had expired, I was able to log in from that particular page and finally saw the golden button!!

It really should not be that difficult. People who are looking for this information are probably almost ready to jump off the top of highest building as it is.

Ines

Actually, I am still stuck. I do not seem to be able to submit the support ticket, the system says my support agreement expired. However, I need to submit an installation support ticket (made a mistake earlier, not licensing) and that one does not require a support agreement. 

Help! Again!!

Hi Ines,

All customers are entitled to log an Installation & Licensing support request at no charge which you can do by clicking here

Please complete all the fields in the form making sure your email address is entered correctly or our support won’t be able to get back in touch with you.

Hi Ines,

All customers are entitled to log an Installation & Licensing support request at no charge which you can do by clicking here

Please complete all the fields in the form making sure your email address is entered correctly or our support won’t be able to get back in touch with you.

Hi Frances,

Thanks, but I am getting an error message below.

Hi Ines,

Try again but first close as many of your internet browser windows as you can.

https://gateway.sdl.com/webtocase

If you get the same message, then click on the email link and communicate with them that way. They will get back to you so long as you give them your email address correctly and mention that it is installation that you need help with.

All the best,

Ali

Thanks Ali! I went a step further and used a different browser, which did the trick. 

Ah, yes, I should have thought of that! Good idea!

Ali