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Anonymous
January 2, 2015

Contact Adobe Marketo Engage Support

  • January 2, 2015
  • 12 replies
  • 81300 views

Adobe Marketo offers a number of ways to contact Marketo Support directly for assistance from our different support regions. Further details about your Adobe Success Plan can be found HERE.

Note: If your Marketo Instance and Users have been migrated to Admin Console, refer to this Admin Console Overview page for managing the Adobe entitlements across your organization and to engage Marketo Support.
 

Marketo Support Portal (https://support.marketo.com)
 

The Marketo Support Portal features a web form to submit support cases to Marketo Support. The form provides Authorized Support contacts the ability to provide details on the support issue that allows Marketo Support to efficiently and effectively assign your case to the best suited available support engineer. We encourage you to leverage our Best Practices when submitting your case to Marketo Support.
 

Support Services – Regions, Hours, and Languages

Authorized Support contacts can engage Marketo Support by calling one of our Adobe Enterprise Phone Numbers for your region.

Live Telephone and Online Technical Support
  • Priority 1 incidents: 24x7x365 via phone or online support case
  • Priority 2-4 incidents: Support available during regional business hours via chat or online support case.

Regional Business Hours
  • Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents.
  • If Adobe is contacted for support by someone other than the designated Named Support Contacts, Adobe may request that that the support case be resubmitted by a Named Support Contact.

Languages
  • Japanese language support is available during Japanese regional business hours, excluding holidays or Adobe days off. Japanese support is not available for Adobe Commerce.
  • With the above exception, all Support will only be provided in English.

Support Access
  • Customer will grant Adobe Support access to applicable customer systems via remote support tools controlled by Adobe for the purpose of troubleshooting and support services.


Regional Business Hours for Support

Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents.
 
AmericasEurope, Middle East & AfricaAsia PacificJapan
6 am – 5:30 pm9 am – 5 pm9 am – 5 pm9 am – 5 pm

 

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12 replies

A
Anonymous
February 16, 2017

FYI, the support number for the US is a dead end. Asks for your phone number and then says "I didn't get that" or something unhelpful. After three attempts it tells you to call back later.

    Mike_Reynolds2
    Mike_Reynolds2
    Level 10
    April 21, 2017

    @Gerard Fane

    Sorry you had trouble calling in. I can assure you that the numbers listed are correct. There could have been an issue with the system not recognizing the phone number on your contact profile though. For those types of issues, we can get them fixed up by emailing supportfeedback@marketo.com.

    Matthew_McLean
    Matthew_McLean
    Level 2
    October 23, 2017

    How does one find the phone number associated with the Marketo instance's contact profile?

    M
    Mark_Duran
    October 31, 2017

    So do I need to search the knowledge base to find out how to get ahold of Marketo support? This is maddening.

      Mike_Reynolds2
      Mike_Reynolds2
      Level 10
      November 1, 2017

      Hi @Mark Duran​

      I'm sorry, I'm not following what you mean to ask. The directions on how to get ahold of Marketo Support are right here in this document that we're commenting on.

      Thanks,

      Mike

      Mike_Reynolds2
      Mike_Reynolds2
      Level 10
      November 1, 2017

      Hi @Matthew​,

      If you're looking for the Support contact phone numbers, they're all listed above.

      Regional Phone Contact Information

      Marketo does feature the tried and true means of contact support, by the phone.  Authorized Support contacts can contact Marketo Support by calling one of the regional phone numbers listed below.

      RegionContact DetailsObserved Holidays
      North AmericaHours: M-F, 6am to 6pm Pacific
      Toll Free US: +1.877.270.6586
      Direct: +1.650.376.2302      		New Year's Day
      Independence Day
      Thanksgiving Day and the Day After
      Christmas Day
      Europe, Middle East, Africa

      Hours: M-F, 8am to 5pm GMT
      Europe: +353 (0)1 242 3030
      UK: 0800 151 3030

      Languages Supported:

      English, French, German, Portuguese

      		New Year's Day
      Easter Monday
      Christmas Day
      St. Stephen's Day
      Asia PacificHours: M-F, 9am to 6pm Aus EST
      ANZ: +61 2 8310 7646

      New Year's Day

      ANZAC Day

      Australia Day

      Queen's Birthday

      Labour Day

      Christmas Day

      Easter Monday

      Boxing Day

      If you're looking for information on your own individual contact record, you can reach out to supportfeedback@marketo.com. That's the team with admin access to update your profile as needed.

      Hope that helps!

      Mike

      Leticia_DoPrado
      Leticia_DoPrado
      Level 4
      June 4, 2018

      I am on the support portal and don't see an option to "create a case" or "submit a ticket" etc. I only see an option to Chat with Support. How can I actually submit a support ticket?

      Leticia_DoPrado
      Leticia_DoPrado
      Level 4
      June 4, 2018

      That's exactly what I was thinking! I was trying to submit a ticket and cannot find a button that says "Create a Case" or "submit a support ticket". I literally went to the knowledge base and searched "how to submit a support ticket" and ended up on this post...

        A
        Anonymous
        June 5, 2018

        Support Portal is not longer visible. We do not have access to submit or review our cases.

          Frank_Shih
          Frank_Shih
          January 10, 2019

          Laticia,

          You need to be an authorized user for your account in order to raise the tickets. In my case, after Marketo support authorized me as an authorized user, I was still not able to submit the case due to they need Marketo Cares Team to enrol you in support portal. I just got mine

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