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Support Portal FAQs

SAP Support Portal FAQs

Review answers to commonly asked questions about the SAP Support Portal as well as the recent transition from our previous portal to the newly redesigned portal. The SAP Support Portal is your one stop for all support and service related needs; access your software, request license keys, get technical support and find the documentation you need to run your business better.

Transition to Redesigned Portal

Based on customer feedback, SAP redesigned the SAP Support portal to offer you an improved support experience with a streamlined user interface. The new SAP Support Portal is now simpler, easier to navigate, and also mobile-enabled, allowing you to easily access the portal from anywhere, at any time, and with any device.

The new portal is already available now. 

In addition to a new look and feel that better aligns with other SAP web sites, we’ve streamlined the portal by consolidating related content and retiring outdated content. We have two new primary navigation sections: My Support and Tools.Previous navigation entries Knowledge Base & Incidents, Keys, Systems & Installations, Users & Authorizations and Software Downloads are now found under My Support along with other SAP ONE Support Launchpad information and applications.Tools is a growing area where you can find supportability tools offered by SAP. Our top task area has also increased from six tiles to ten – allowing us to provide you with quick access to more of your critical tasks. Finally, the new SAP Support Portal is mobile-enabled, whereas the old site didn’t provide an optimal user experience on tablets and smartphones.

No. The SAP ONE Support Launchpad and the SAP Support Portal are independent web sites and as such the SAP ONE Support Launchpad will not be affected as part of the portal redesign. You will still be able to easily access it through the SAP Support Portal.

The Japanese version of the new SAP Support Portal will be released in the coming months. We will provide the date as soon as it is confirmed.

You are welcome to use the Contact Us function which is located on every page of the SAP Support Portal to report issues with the new SAP Support Portal.

Please contact us for any feedback or questions via the Contact Us form.

General

  • To log on to the SAP Support Portal, click the Login link at the top of the page. Enter your User ID (S-number, P-number), your email address, or your user name in the top text box. Enter your password in the bottom text box. If you would like the site to remember you, check the Remember Me box. Finally, click the Log On button.

  • Forgot your password? - Click Forgot Password? in the login window. When the Forgot Your Password? window appears, enter your User ID, User Name or e-mail then click Send. You will receive an e-mail with a link that will ask you to reset your password.

    Note: If you have multiple User-IDs associated with the same e-mail address, do not enter the e-mail address as you will not be able to specify which User-ID you want to reset the password for. Enter the User ID or User Name instead.

  • Change your password — Changing your SAP Support Portal password regularly is a good habit to help keep your company's data that is hosted in the portal secure.

  • Browser Certificate (SAP Passport) — Log in to the SAP Support Portal without entering your S-user ID and password. For more information, see the Browser Certificate (SAP Passport) Help file.
     
  • How to log out - To log out, click the down arrow icon next to your name at the top of the page, then click Log out. The page will then refresh and you will see Welcome Guest instead of your name.

    If you have multiple S-Users and you want to log out from one and then log on with another, make sure that you close all browser windows then reopen your browser.

 

 

User Profile — Here you can view and maintain your profile, maintain your favorites, maintain your roles and update your contact details to ensure you are contacted at the right e-mail address and phone number.

Data, processes and communication flow in SAP Support Portal — This documentation provides background information about the main processes in the SAP Support Portal: Managing customer numbers, installations, systems, software & license keys, and users.

A company's super- or user-administrators can request any number of S-Users. This concept is extremely flexible and, together with the authorization concept, allows you to model different requirements and hierarchies. As a super- or user-administrator you can assign your colleagues any of your own authorizations. For security reasons SAP is not allowed to do this. For your own security, regularly delete inactive S-User IDs and S-User IDs of people who have left the company so that you can avoid unauthorized access and keep your user data up to date.

Access the User Management application

* Special authorizations required. If you need additional authorizations, contact your super administrator.

* Special authorizations required. If you need additional authorizations, contact your super administrator.

  • SAP Support Portal search — The SAP Support Portal search is an easy tool that is available in the upper right hand corner of every page. 

    The initial search results are from the SAP Support Portal and are returned without first requiring any authentication. The SAP Help Portal and the SAP Community Network are additional repositories that can be added to your search by editing the Source filter to the left.

  • SAP ONE Support Launchpad search — The SAP ONE Support Launchpad offers a robust tool that searches across multiple SAP repositories; SAP KBA & Notes, SAP Community Forums & Wikis, SuccessFactors Community and more...

  • Incident creation* — Do you have a technical problem that cannot be answered by an SAP Note or Knowledge Base article (KBA)? Just create a customer incident and send it to SAP to get assistance.

  • Remote connection* — Set up remote service connections to allow SAP support engineers to analyze errors and deliver services remotely.

* Special authorizations required. If you need additional authorizations, contact your super administrator.

SAP Support Portal

  • Microsoft Internet Explorer  8* and above
  • Firefox (latest version)
  • Chrome  (latest version)
  • Safari (latest version)

SAP ONE Support Launchpad

Operating systems and other peripherals that are no longer supported by their respective vendors are also not supported in the SAP Support Portal and related applications.

You can contact our Usability team at supportusability@sap.com. You can also find more information in our Usability Study FAQs page.

If you have feedback, each page within the SAP Support Portal has a floating Contact Us banner on the right hand side of the page (in blue). Please utilize this area to tell us what you like, what you don’t, and provide suggestions and comments. We want to hear from you*.

If you have feedback regarding the SAP ONE Support Launchpad please use the feedback feature in the black footer of the launchpad.

*Please note that individual support will not be provided through this feedback process nor will we regularly respond individually.

If you need technical support regarding the support applications in the SAP Support Portal or concerning your SAP solutions, please contact your SAP Customer Interaction Center (CIC) or report an incident. Otherwise, it is not possible for us to reply to your request.

Please contact our Customer Interaction Center (CIC) or view videos on our YouTube channel.

Login with your S-User ID and go to your profile to maintain your email address. Your User Profile can be accessed after you login at the top of the page.