Here are some common questions about user licensing and account provisioning:
Please note that to open and manage support cases, you will need a Cisco.com user profile (CCO ID). Your CCO ID must be configured with the same email address that you currently use for Umbrella support. For more information on creating a CCO ID, view our documentation.
Q: How do I contact support?
A: Your support options depend on the support package you chose when you started your Cisco Umbrella subscription. View our support package options here. If you have access to phone support, the phone numbers will be listed in your Umbrella dashboard under Admin > Licensing.
Regardless of package, you are always able to open a support ticket by clicking the support link in your Umbrella dashboard, or visiting your Cisco Support Case Manager (SCM) directly. View our support documentation to learn more about using Cisco Support Tools.
Tip: Run this diagnostic before contacting our support team to speed up the support process.
Q: Which Umbrella package do I have?
A: Log in to your Umbrella dashboard and click on Admin > Licensing in your left-hand side navigation menu. You’ll see your current package type, license start and end dates and number of seats, as well as how to contact support (this depends on the support package chosen when you started your Cisco Umbrella subscription).
Once you know your package, check which features you have access to in our package comparison.
Q: My account says I’m still in trial mode even though I purchased a subscription.
A: If you have already been in touch with a Customer Success Manager, please reach out to them directly to solve this problem.
If you do not have a Customer Success Manager, open a support ticket.
Q: When I log in with my account credentials, I don’t see the right dashboard.
A: You may have multiple Umbrella accounts. Click on your name on the left hand-side menu and if you have access to any other organizations they will appear in a list.
If you don’t have multiple accounts (or you shouldn’t have multiple accounts), open a support ticket.
If you have already been in touch with a Customer Success Manager, please reach out to them directly instead of the Support Team.
Q: I’m unable to log in to the Umbrella dashboard even though I’m a user on the account.
A: If you’re a user on the account in question and using the email address associated with your account user role, go to the Umbrella login page and click ‘Forgot password?’ to reset your password. If the problem persists, open a support ticket.
If you have already been in touch with a Customer Success Manager, please reach out to them directly to solve this problem.
Q: I’m receiving your emails but I’m not listed as a user on the dashboard and therefore can’t log in.
A: If you have already been in touch with a Customer Success Manager, please reach out to them directly to solve this problem.
If you do not have a Customer Success Manager, open a support ticket.
Q: How do I add another admin or user to my Umbrella account?
A: Log in to your Umbrella dashboard and go to Admin > Accounts. Click ‘New’ in the upper right-hand corner and enter the user’s email and user role. You can choose from default user roles or customize your own.
Q: I have a licensing or account issue that hasn’t been answered here. Who do I contact?
A: If you have already been in touch with a Customer Success Manager, please reach out to them directly to solve this problem.
If you do not have a Customer Success Manager, or are unsure if you have a Customer Success Manager, email our On-Demand Success Team at cloudsecurity-csm@cisco.com and include your organization ID (learn how to find your ID here). You can also open a support ticket.
Q: I have a technical product issue. Who do I contact?
A: Our support team.
Q: Where do I find information on...
How to use the product
For technical deployment information, reference our documentation.
For educational videos and webinar recordings, visit our Umbrella and Secure Access video repository.
For peer-to-peer discussions and Q&As, visit our Umbrella discussions board.
For frequently asked questions and troubleshooting, reference our knowledge base.
How to sign up for customer webinars
Register for customer webinars here.
What’s new with the product
Our team posts announcements on new features, fixes and other important announcements to our Umbrella announcement page.
Our team posts release notes for downloaded Umbrella software components to our Umbrella software release notes page.
You can receive notifications when an article is posted to a specific page (i.e. ‘Announcements’ or ‘Release Notes’) by navigating to your desired page, clicking ‘options’ then 'subscribe'. If you’re not seeing the option to ‘subscribe,’ sign in with your Cisco credentials in the upper right-hand corner.
