10 Replies Latest reply on Nov 1, 2019 11:21 AM by Jay Cummings

    Frequently Asked Questions about Customer Portal accounts and logins

    solarwinds_worldwide_llc

      Customer Service contact information

      Submit a ticket

      Email: customerservice@solarwinds.com

      Phone:  866.530.8040, Option 1

       

      How do I login to the SolarWinds Customer Portal?

      Logging into the SolarWinds Customer Portal (https://customerportal.solarwinds.com/) starts with your email address, which is the basis of your individual account for the portal. Accounts are set up initially when a purchase is made, and if there are additional user accounts to be created, this can be done by the Admin of the customer portal.

       

      Our new process sends out an activation email to any contact that was listed on the purchase or order. You will need to follow the hyperlink in the email to activate your profile to gain access to your portal. 

       

      What if I didn’t receive the activation email?

      If you have not received the activation email after the initial notification that the order was processed, please view your SPAM/JUNK folders.  The email contains a hyperlink, which some mail exchange securities will automatically move to those folders or strips it out.

       

      If you do not find the email in your folder, please contact Customer Service and we will assist on getting your activation email to you or you can submit a ticket.

       

      I received the activation email but the link states it is expired.

       

      In the pop up that states your registration link has expired, there is an option to resend to you.  The “here” in the sentence “Click here to request a new registration link” will send you a new email and activation link.

       

       

      I am activating my profile, what is thwack ID and do I need one?

      The thwack ID is your login information for our community, www.thwack.com.  If you have already created a thwack ID and would like to include it here, you can.

       

      If you do not have one, you will leave blank or you can go to www.thwack.com and create your account and see what thwack has to offer. 

       

      What is a SWID (SolarWinds Customer ID)?

      The SWID (SolarWinds Customer ID) is a unique company identifier for your company at SolarWinds. When logged into the portal, you will be able to see your company name and SWID at the top of the screen.

       

      How can I create a new user account for the Customer Portal?

      From the login screen (www.customerportal.solarwinds.com), choose the “Register” tab.

      The registrations requires two things:

      1. An email address for the account that is being created
      2. A SolarWinds Customer ID (SWID) to which the new account will be added
      3. Upon submitting your email address and SWID, the Admin for that SWID’s Customer Portal will be notified of your request.
      4. The Admin on the account can also create your access and you will receive the verification email to complete your profile activation.

      Screen Shot 2016-02-09 at 1.48.47 PM.png

      What are the different access levels for individual accounts? How do I know which one I have?

      There are two types of access to the portal: Standard Access and Account Administrator. Standard access allows you full access to the customer portal. Administrators have access to additional account administration functionality within the portal and can modify contact types and roles for other users on the SWID.

      Are there plans to add more roles?

      Yes, we are planning to add additional types of access in the future.

       

      I am the Administrator on my account. Can I add other users to the account?

      Yes, if you have Admin Access in the Customer Portal, you have the ability to add new users to the portal from the Company Account Settings menu option, and select the Add User button.

       

      Once you add them, they will receive an email to activate their profile and your portal will show them as “pending users”.  Once the new contact has completed their activation, they will show in the list of Approved User.

       

       

      What is “pending registrations” and why is it showing in my portal?

      As Admin on your account, any contact that has requested to have access will need to be approved.  All Account Admins will see “Pending Registrations” and can either approve or deny access for that contact.

       

      If approved, the contact will receive the email to activate their profile. 

       

      If denied, the contact will receive an email stating that an Admin has denied their access request.

      How do I become an Account Administrator for my company?

      Anyone listed as the business or billing contact, on the original order with SolarWinds will have Admin Access to the customer portal. The existing Admin can make this change for users with Standard Access. Alternatively, to request this access level if you do not already have it, submit a ticket for customer service to assist with this request.

       

      I have access to several different SWIDs. Do I need different account for each SWID's Customer Portal?

      Only one account is required (based on email address). One account can be linked to multiple SWIDs.

       

      How do I link different SWIDs?

      Log in to the SolarWinds Customer Portal

      Select Link Profile to Another SolarWinds ID (SWID) from the drop down menu.

      In most cases, the Account Admin of the requested SWID will review and provide approval.

       

       

      Can I change my password for my account?

      Yes, you can change your password from within the customer portal on the “User Profile Settings” page.

       

      What if I forget my password?

      You can get a temporary password and reset it to a new password using the Forgot Password link on the SolarWinds Customer Portal login page.

       

      Picture6.png

       

       

      What if someone else in my organization forgets their password?

      The user who has forgotten the password will need to reset the password themselves via the login assistance screens.

       

      Will Customer Service give me my password if I forget it?

      No, for your security, SolarWinds Customer Service will not have access to your password. You will need to retrieve and change your user profile password via the login assistance screens.

       

      How do I make updates to my company’s information that is on file with SolarWinds?

      As an Account Admin in the portal, go to the Company Account page. As an Admin, the Account Information Update form can be downloaded and submitted to customer service via email.

      Screen Shot 2016-02-09 at 1.54.56 PM.png

        • Re: Frequently Asked Questions about Individual User Profiles
          johnny ringo

          Lidia,

          I like the improvements to the customer portal.  If you are looking for feedback on how to improve it further here is a situation common in my environment.  I would like to be able to restrict access to certain modules and particular license keys per module by user account.  My environment buys many licenses in bulk and shares them accross multiple organizations.  We would like to be able to limit certain accounts to only certain modules and license amounts (ie- one license key for NPM, one license ketyfor NTA, etc) so that they can download product updates and other maintenance features (MIB database) and activate their licenses without having to talk to me to do it.

           

          hope this helps,

           

          -jc

          1 of 1 people found this helpful
            • Re: Frequently Asked Questions about Customer Portal accounts and logins
              Jay Cummings

              If everything is under a single SolarWinds ID, you are absolutely correct that it is not possible to limit who can do what with the various licenses, etc. in the Customer Portal.

               

              If you have multiple SolarWinds IDs, you can grant different people access to the different SolarWinds IDs and then they can only manage the licenses within that SolarWinds ID.

               

              You of course could be the top level administrator for everyone of the SolarWinds IDs.

               

              I realize this is a layer of work and SolarWinds may not even be interested in splitting out what you already have into SWIDs and moving your existing licenses around to fit your needs.  (Especially if your needs change regularly as various organizations change to add or remove what they are using and thereby need to have it reassigned from one SWID to another.

            • Re: Frequently Asked Questions about Individual User Profiles
              g@z

              Can you please advise how we can not do this and keep using the Solarwinds ID and password? Thanks.

               

              Regards,

              g@z.

              • Re: Frequently Asked Questions about Individual User Profiles
                terryedwards519

                One of the things I found a little unclear was how to setup a new customer portal account for another user. I already had a personal account for myself and couldn't remember how I orginally set it up. Looking at the customer portal site there isn't a "sign up" button, only a "Login In". There is a "login assistance" but no "new user assistance" so I was a little confused on how to setup a new user.


                I ended up pulling out my original Customer ID and Password, then logging in. It was at that point that I was prompted with different options such as creating a new account. I had thought that the Customer ID and Password were linked to my account because the screenshot says "After you get setup, you'll use your email address to login instead of the SolarWinds ID (SWID)". To me it sounded like the SWID was converted into my accounts email address and they were now one account but in reality the SWID is the master account used to setup new accounts.

                 

                I think the FAQ could benefit from this entry:

                 

                How to setup a new user to access the customer portal

                In order to add a new user to the customer portal you need to login to the customer portal using your Customer ID and password (not your personal login but the SWID assigned by SolarWinds). Once logged in you will be present will options that will allow you to create a new account for an additional user. You will be able to make this new user a Primary Contact, Technical Contact, etc. Once complete the user will be sent a confirmation email to confirm the setup.

                1 of 1 people found this helpful
                • Re: Frequently Asked Questions about Customer Portal accounts and logins
                  monfettey

                  We have purchased and Build our Orion suite piece by piece and therefore ended up have 3 or 4 different Customer ID.  I am admin of one of them but do not know who the other admins are, probably people that have left the company.

                   

                  Is there a way to merge all these customer ID into one and have all our licenses with the same end date ?

                   

                  Thanks

                    • Re: Frequently Asked Questions about Customer Portal accounts and logins
                      mloomis

                      I kinda have the same thing... two SWIDs "(SolarWinds Customer ID) is a unique company identifier for your company at SolarWinds" for one "company". The difference for me is I have access to the "Customer Portal Administrator" (Does that mean "Account Administrator" access level?) for both SWIDs. So, in theory, I should be able to get the admins to give me access to both SWIDs.

                       

                      My question is similar to @monfettey ... Is there a way to merge these two SWIDs without losing the level of detail I currently have separately in each one (license dates, downloads, ticket history, etc)?

                        • Re: Frequently Asked Questions about Customer Portal accounts and logins
                          Jay Cummings

                          This one really requires that SolarWinds answer it authoritatively.  My understanding is that once you merge SWIDs, you don't retain (or more specifically merge historical support cases).  Some organizations where this is done end up with a single SWID and therefore a single Customer Portal.  When you have multiple SWIDs, you by definition have multiple places for support cases, multiple places to look to find your specific licenses, etc.

                           

                          There would be some benefit to the concepts that allow for multiple levels of granularity if there were only a single SWID, but using TAGS, Custom Properties, or some other unavailable methods today to allow top level Customer Portal Administrators to group who can see what, what they can do with it, where tickets are grouped, etc.  Fact is that those are only concepts and not in production for the SolarWinds Customer Portals at this time.

                        • Re: Frequently Asked Questions about Customer Portal accounts and logins
                          Jay Cummings

                          It is possible to merge multiple SWIDs into a single SWID.  The process is a matter of contacting SolarWinds and they can merge everything into a single SWID.  It is also possible to have your maintenance renewals co-termed so that the always renew at the same time every year.  You can contact SolarWinds directly or you can go through your favorite reseller to assist in the process.  Mary@CoronaServices.com is an expert at helping to get these merged and maintenance renewals co-termed to lessen the burden of cutting payments multiple times throughout the year to keep your maintenance current.  [and yes, it is true that there will be some paperwork to sign either physically or electronically.]

                           

                          Please keep in mind that the process of merging SWIDs is intended to be permanent.  Splitting them out again is typically reserved for scenarios where there is a split of a company into two or more separate legal entities.

                           

                          Also, please note that some companies prefer having the multiple SWIDs so that they have more granular control of who can do what.

                        • Re: Frequently Asked Questions about Customer Portal accounts and logins
                          aeropur

                          As System Integrator, I like to see the change of ownership of the Solarwinds Customer Portal to be easier. Right now we have to download the ACCOUNT INFORMATION UPDATE form; fill it out; sign it. Then send to our customer to have them sign it. And then send it back to Solarwinds and wait. We would like to be able to change the Company information and Login Email right in the portal without going through all these chores.