Don't have access to "My cases" page

[JoseMartins]

Hello, I need to submit a support case, however, do not have access to the support creation page.

We use WTD, have a serial number but couldn't update our profile.

Please see denial attached

[EricaChalfin]

Jose Martins‌,

I see you opened a support case for this issue and were provided information about your account from a member of our Customer Relations team.

Have you been able to try her suggestions regarding your account?

Regards,

Erica

[EricaChalfin]

Jose Martins‌,

Could you please let me know where you are seeing this error?  Is it when you click on the My Cases option in the main menu or the Create a Case button on the RSA Customer Support page?

If so, then it looks like you are seeing this because you did not select the I am an RSA Customer or Partner option when you registered for an RSA Link account.  To resolve this, please go to https://enroll.rsasecurity.com(or click on the REGISTER NOW button at the bottom of the RSA Link home page) and reregister with your same email address and this time select the I am an RSA Customer or Partner option.

Doing this will grant you access to the My Cases interface (which includes case management, access to product maintenance contracts, and other customer-specific features) as well as the product downloads for which you have an active maintenance contract.

This article provides more information:  000035717 - A single sign-on error is displayed when accessing the Case Management portal on RSA Link‌.

Regards,

Erica

[JohannesLachenm]

Hello Erica,

I have the same problem and getting a single-sign-on error displayed.

I have tried already your solution suggestion to resolve the problem.

I can't continue because it says I am already registered.

Kindly Regards

[EricaChalfin]

Johannes Lachenmayr‌,

If you have already registered for an RSA Link account as a non-customer or non-partner you still have the opportunity to return to the registration portal and re-register to upgrade your account to customer/partner status.  More information can be found in the knowledge base article entitled 000035296 - How to re-register as a customer or partner on RSA Link.

Regards,

Erica

[EricaChalfin]

Johannes Lachenmayr‌,

Have you been able to successfully access the content you need on RSA Link?

Regards,

Erica

[EricaChalfin]

Jose Martins‌,

Have you been able to successfully access the content you need on RSA Link?

Regards,

Erica

[JoseMartins]

Hi Erica,

Thank you for the follow up.

I haven’t. For some reason the site Id provided wasn’t recognized.

[EricaChalfin]

Jose Martins‌,

Please follow the instructions on https://community.rsa.com/docs/DOC-1294 and speak to the Customer Relations Desk.  They can assist you with getting your serial number sorted out.

Regards,

Erica