Why would Marketo Support become inactive? | Community
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A
Anonymous
February 4, 2015
Solved

Why would Marketo Support become inactive?

  • February 4, 2015
  • 6 replies
  • 2285 views
Hey Community! 

I have sent support tickets before, and I was about to send a new one yesterday, but when I go to the support tab I get a message saying "Your contact is associated with an expired/inactive support entitlement or Marketo instance".  What does this mean and what happened? [picture below]

I emailed supportfeedback@marketo.com but have not recieved a response yet.

Thanks :)

   
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Best answer by Kenneth_Law
Hi Kristen, let us know if you are still having trouble.  I believe out support team re-aligned your contact with your production instance and you should be able to access the support portal once again.

6 replies

Valerie_Armstro
Valerie_Armstro
Level 9
February 4, 2015
Hi Kristen,

I'd trying calling Support directly to find out what's happening here. You'll probably get a quicker response, too. 

If you recently renewed your subscription, I'd talk with your Customer Account Manager too to see if there were any issues with the renewal and your Marketo Support service level.
Josh_Hill13
Josh_Hill13
Level 10
February 4, 2015
You might have a lesser Support contract and your email address is no longer an authorized support contact. If you go to the Support Area,  you can find out who is (if it's not you).

I'd reach out to your account rep who may be able to help. Support might be more strict with you.
Edward_Masson
Edward_Masson
Level 10
February 4, 2015
Josh is correct here, you're not authorized to create support tickets. If I remember, Standard support gives on 4 authorized users to create tickets, Premier 6 and 8 for Elite support.
Did someone recently change your status?

 
 
A
Anonymous
February 4, 2015
Thanks for your help, but I am the only one at my company that actively uses Marketo, and I have been able to make tickets before, I just don't understand why its not working now. 
Kenneth_Law
Kenneth_LawAccepted solution
Level 6
February 10, 2015
Hi Kristen, let us know if you are still having trouble.  I believe out support team re-aligned your contact with your production instance and you should be able to access the support portal once again.
A
Anonymous
February 10, 2015
Hi- yes it works now! Thank you! 
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