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Create a Technical support case

Create a Technical Support case for any product-related issues. If you have problems with and requests for Support Portal, Partner Portal, licensing, and so on, create a Customer/Partner care case instead. See Create a Customer/Partner care case.

Give as much information as you can when you create a case. You can update cases with additional information. You can’t change the information you provide initially. You can find more information on the best way to raise a case in Best Practices when opening a case with Sophos Support.

Tip

By default, we assign cases to an English-speaking support team. To get help in another language, select a team in Preferred team.

To create a Technical Support case, do as follows:

  1. Go to Sophos Support.
  2. Click Login and sign in with your Sophos ID.
  3. Click New Technical Support Case.

  4. Enter your license or serial number in the license validation screen.

    Results show as you enter the details.

    As a partner, select the required account, or select your partner account to open a case for your own account.

  5. Click Verify License.

  6. Click Continue.

    Note

    If you're an MSP partner and you want to open a case on behalf of a customer who is not listed under the accounts list, select the bypass checkbox to continue.

    If the customer account is not listed in the accounts list, request the customer to grant you access to manage their cases. See Allow a Sophos Partner to manage your account.