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Support Help - Avaya Access

Help - Manage Your Profile

Customers and Partners who are registered for Avaya Access can manage their contact information, user access permissions, access to account information, and subscriptions to E-Notifications..

Avaya Associates: Avaya associates can also subscribe to E-Notifications from the Avaya Access profile.

To access your Profile:

For step-by-step instructions, refer to the Guide to Managing Your Avaya Access Profile.

Contact Information

From the Information Toolbox section of your profile, you can:

  • Edit your Contact Information - Name, phone number, and e-mail address.
  • Edit your Address Information - Address.


Important: Do not change your contact information if it is because you are changing companies. You will need to re-register with your new company account information.

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User Access Permissions

From the Information Toolbox section of your profile, you can:

  • Request User Type - This can only be changed if you are currently registered with "No Relationship" type specified. This will allow you to establish a Customer or Partner relationship with Avaya.
  • Request User Access Type - This defines if you have administrator permissions to manage Avaya Access user requests for your company. You can request to be a Company Administrator or Sold To Administrator. A company can designate one or more individuals as Company or Sold To Administrators.


Company Administrator - A Company Administrator is responsible for approving all user requests for Avaya Access and changes to user profiles for your company.

Sold To Administrator - There are applications that require the user to enter a Sold To (location-specific) account number. A Sold To Administrator is responsible for assigning who is allowed access to their Avaya account information. This includes allowing an authorized Avaya Partner to access account information on your behalf.

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Password and Security Question

From the Information Toolbox section of your profile, you can:

  • Change Your Password - You can change your password at anytime.
  • Change Your Security Question - Your security question is required for validation if you ever forget your password.

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Sold To (ST) Account Access

A Sold To number is an account number with Avaya for a specific location. In order to access account information for a location your profile must be setup to access the location-specific Sold To number.

From the Sold To Number tab, you can:

  • See all the Available Numbers for locations that you can potentially access. To gain access to any or all of the Available Numbers, select the account(s) and move them under Your Numbers (please note that this requires approval from your Sold To / Company Administrator).
  • See Your Numbers which is a list of all the Sold To location account numbers you can manage on behalf of your company.

NOTE: If you are a Customer and the Sold To number you need does not show in your SSO profile Sold To list you will need to open an IT ticket to request access to it via OneCare portal. Additional information on how to open an IT ticket can be found here - PRCS100796 


Partner Access to Customer Sold To Accounts
An authorized Avaya Partner can also see customer Sold To accounts in their Sold To Number list if they have been granted permission to access the account on behalf of the customer. These account numbers are followed by the word "Derived."

If the Partner does not have access to the appropriate customer Sold To Number(s), they should request the customer Company or Sold To Administrator to associate their Partner Link ID to the appropriate Sold To account(s). If the customer does not have a designated Company or Sold To Administrator, see Delegated Sold To Administration.

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E-Notifications

E-Notifications allow registered users (customers, Partners and Avaya associates) to subscribe to e-mail notifications when documents are added or changed on the Avaya Support Web site.

From the E-Notifications tab, you can subscribe to:

  • General Notifications - You can subscribe to different types of General Notifications that could apply to any product. For example, if you subscribe to Product Correction Notices (PCN) you will receive them for any product. If you only want to receive PCNs for a specific product, then subscribe to this notice for the specific product(s) under Product Notifications.
  • Product Notifications - You can subscribe to specific types of documentation for a specific product. For example, you can subscribe to IP Office documentation for PCNs, Application & Technical Notes and Configuration Notes.

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This functionality is only available to customers and partners who are logged in. Please sign in now or Register using the Register Now! Link

Your SSO login does not have any Sold-To’s associated to it. To experience the features of Avaya's Support website, associate a Sold To to your SSO login, click here to learn how

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Your support registration has been received and is in the approval process. Your Company Administrator is reviewing your request in order to approve your login. You will receive a confirmation email upon approval. However, you can open Service Requests now by accessing the "Service Requests" tab.

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Explore your account information including assets, entitlements and contacts by visiting My Information> Explore Accounts

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Please use https://avaya.service-now.com for support requests.

Report Provisioning DoA Parts is only available to Avaya SSO users who are logged in and have Sold To's associated to their login.

To validate your profile, use the https://support.avaya.com/support/STLookup.action link. If you do not have access to a Sold To, contact your Company Administrator

Logistics / Shipping Claims is only available to Avaya SSO users who are logged in and have Sold To's associated to their login.

To validate your profile, use the https://support.avaya.com/support/STLookup.action link. If you do not have access to a Sold To, contact your Company Administrator

Make a hardware warranty claim is only available to Avaya SSO users who are logged in and have Sold To's associated to their login.

To validate your profile, use the https://support.avaya.com/support/STLookup.action link. If you do not have access to a Sold To, contact your Company Administrator

Distributor PDOA Upload is only available to Avaya Business Partners and Employees who are logged in and have Sold To's associated to their login.

To validate your profile, use the https://support.avaya.com/support/STLookup.action link. If you do not have access to a Sold To, contact your Company Administrator

Distributor functionality is only available to Employees or to Avaya Distributors who are logged on and have Sold To's associated to their login.

To validate your profile, use the https://support.avaya.com/support/STLookup.action link. If you do not have access to a Sold To, contact your Company Administrator

The Sold To for the criteria provided must be associated to your SSO login. To validate this, use the https://support.avaya.com/support/STLookup.action link.

If you do not have access to this Sold To, contact your Company Administrator

EMEA LFS Hardware Return is only available to Avaya Business Partners which belong to EMEA region

The SO / PO entered is either not valid or not associated with the Sold To provided.

Serial Number can not be same