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Anonymous
September 22, 2018
Question

Add Authorized Support Contact

  • September 22, 2018
  • 2 replies
  • 11930 views

I haven't had to add an authorized support contact in some time and it was relatively easy to find and update in the past.  Where do we go now to add someone as an authorized support contact?

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    2 replies

    Grégoire_Miche2
    Grégoire_Miche2
    Level 10
    September 23, 2018

    Hi Robert,

    One person in you instance is the authorized support admin and can add other instance users as support contacts. If you do not know who that person is or if that person has left the company, email to marketocares@marketo.com

    There are a lot of issues with the mechanism, though, from my experience. I often cannot access support on my customer instances and it takes forever to get it fixed. (OI have case as with speak that has been lasting since April...)

    -Greg

    Kenzie_Caldwell
    Kenzie_Caldwell
    Level 2
    February 15, 2019

    I ran into the same issue with support not loading for our customers. We figured out if you clear your cookies, it will load.

    ChristinaZuniga
    ChristinaZuniga
    Level 9
    September 24, 2018

    Hi Robert Pugh​, in the support portal where you submit cases you should see a tab to manage authorized contacts and then there will be a list of your users who you can select from. If you don't see this tab, you might not be authorized to select authorized contacts, but you can fix that by opening a support ticket.

      Michael_Hartman
      Michael_Hartman
      Level 2
      February 14, 2019

      I can view that and should be able to add a user, but the one I want to add is not available.

      Steven_Vanderb3
      Adobe Employee
      Steven_Vanderb3Adobe Employee
      Adobe Employee
      February 14, 2019

      Sounds like they possibly do not have a profile in the Nation yet. Have that user click the button in their instance to open the Nation which will automatically create their account. They should also go into their profile to make sure their phone number and email address are up to date to help them contact Support in the future.

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