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APAC Customer Service

Need help? Citrix APAC Customer Service is here to provide information on non-technical questions relating to account maintenance, products, licensing, renewals and more. If you need assistances, please fill out Request Support form below.

Please Note: As of March 1 2016, Citrix has entered into an agreement with Accelerite to acquire the CloudPlatform and CloudPortal Business Manager (CPBM) product lines. For any query related, please click here.

Account Maintenance

Click here to create a new customer account. Refer CTX106671 - How to Create a New Citrix Account ID/Org ID for step-by-step instructions.

Unrestricted contact has access to the Company Information and Contacts tool under Dashboard to manage their contacts

  • To Add: Click Add a new Contact and furnish all relevant details
  • To Remove: Click Edit icon in front of the respective contact to be removed, and set Status from Current to Former, click Save changes.

Please refer to CTX120355 - How to add or update contacts on a Citrix account for step-by-step instructions.

Customer can update their login credentials within the Citrix Portal. On Update My Profile tool under Dashboard, select Username/Password tab and proceed with necessary changes and click Save changes

Please refer to CTX126336 - Updating company and contact information on a Citrix account – Customer for step-by-step instructions.

Click here to reset your login credential. Please refer to CTX126207- How to retrieve My Account Login information for step-by-step instructions. 

Note: The link in the e-mail for resetting the password is valid for 24 hours only. New password will only take effect after 30mins.

Only Unrestricted Contact has access to the Renew and Manage Maintenance Programs, Upgrade My Products, Company Information and Contacts & All Licensing Tools. Please refer to CTX130127 – Select or change Security Access Model on Citrix account for step-by-step instructions.

NOTE: The changes will be taking effect in the system after 24 hours.

Contacts with unrestricted access can navigate to My Account > Company Information and Contacts tool and click Edit icon behind the Physical Location address to update.

Please refer to CTX126336 - Updating company and contact information on a Citrix account – Customer for step-by-step instructions.

Product

Product Lifecycle refers to Citrix product phases on maintenance and support plans.

Please refer to Product Matrix table for current Citrix product lifecycle; and click here for legacy products line status.

Click here to download product software (Citrix login credential required).

For more information, please refer to the options below to contact Customer Service:

  • By Phone:  click here to locate contact numbers (Select option 2)
  • By eService:  click here to submit an eService

Customers interested in evaluating Citrix solutions for software products can contact customer service for assistance.

Please refer to the options below to contact Customer Service

  • By Phone: click here to locate contact numbers (Select option 2); OR
  • By eService: click here to submit an eService

Licensing

Only Unrestricted Contact has access to allocate a license.

Refer to CTX126167 - How to Allocate Citrix Software Licenses for step-by-step instructions.

Only unrestricted contacts have access to reallocate a license file. 

Refer to CTX115870 - How to Reallocate a License File for step-by-step instructions.

To allocate Citrix ADC (fka NetScaler ADC) license, refer to CTX133147 - How to Allocate NetScaler VPX Licenses

Only unrestricted contacts have access to allocate a license.

Renewals

Only Unrestricted Contact has access to renew Maintenance program. Please refer to CTX126171 – Maintenance Program Renewal Guide for step-by-step instructions.

Customers can obtain renewal quote from their preferred partners.

Only Unrestricted Contact has access to add or remove their preferred solution advisor.

To add: Refer to CTX233472 – How to add a Solution Advisor to a Citrix account for step-by-step instructions.

To remove: Refer to  CTX233471 – How to remove a Solution Advisor from a Citrix account for step-by-step instructions.

Other

For more information about Citrix Exam please refer to Citrix Education Website.

For Citrix Training and Education related enquiries, submit a ticket here

To search for a Citrix Partner, navigate to www.citrix.com > Partners > Find a Partner. Refer to CTX120143 - How to find a Citrix Partner for step-by-step instructions.

Contact us to learn more or to purchase Citrix Support.

For more information on our Support programs, click here.

Customer must register a license program contract before placing an order.
Refer to CTX126284 - Citrix license programs registration guide for step-by-step instructions.

Contract affiliation must be performed by the customer via Citrix portal, My Account.
Refer CTX127071 - How to add an affiliate to an Easy and Enterprise Licensing Agreement - Customer for step-by-step instructions.

For assistance with purchases, license retrieval, return policy, shipping and payment information for purchases made through the Citrix Online Store, please submit a request here and a representative will contact you within 1 business day.

Request Support

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