My Oracle Support (MOS)

Registration FAQ

My Oracle Support (MOS) Registration Why is my user name not recognized?

FAQ
You try to sign in at https://support.oracle.com/ and receive the
error below:
Where do I access Oracle Support?

Oracle customers that have either purchased support or

have a valid OCI trial license have access to electronic
support through My Oracle Support (MOS). For
information, visit https://support.oracle.com/ Causes:
 You entered an email address that is different
Mobile My Oracle Support from the one you used during registration
 You entered a password that is different from the
To access Mobile My Oracle Support, enter the following one associated to your SSO account
URL in a browser: http://support.oracle.mobi or  You have not created an SSO login for
http://support.oracle.com from a mobile device. Oracle.com. Note that the login for the support
site uses a different SSO than those used for the
How do I create a new user account in My cloud accounts.
Oracle Support?
Solution
To create a new user account in My Oracle Support:
1) Go to https://support.oracle.com/
2) Click Sign In.
1) First, Create an SSO login if you have not already
done so for Oracle.com. This is a different SSO from 3) On the Sign In page, click Forgot Password?.
the one used for Oracle hosted cloud service This will take you to the Reset Password page.
environments. 4) On the Reset Password page, enter your user
a) Navigate to: https://support.oracle.com name, and follow the instructions to reset your
b) Select: New User? Register here password.
c) Complete the required fields. 5) Return to https://support.oracle.com and Sign In
d) Select Create Account using your email address and password
e) Open the email and verify your email address
2) Once you have an SSO login, add the Support Note: If you have issue logging in, you may
Identifiers (SI) to your profile. need to refresh your browser cache.
a) Navigate to: My Oracle Support:
https://support.oracle.com
b) Click on: Sign In Note: If you do not receive an email, Oracle
c) Enter your SI, and optionally add a note to the does not have an account under that name.
approver. Please use the New User? Register here to
create your account.
d) Click Next after entering the Support Identifier
numbers to complete registration. Be sure to add
contact information and agree to the terms of Inactive Account
use.
e) Select Submit. After attempting to retrieve a password through the
f) The status of your request is Pending until you Forgot Password? link, you may receive a message
receive the approval from the CUA or from "No Account Specified With Username".
Oracle Support if you are the first person
requesting this SI.

1 Copyright (c) 2018, Oracle. All rights reserved. Oracle Confidential.

 My Oracle Support (MOS)
Registration FAQ

Causes: Lost Welcome Letter

This message appears if you have an inactive account If you no longer have a copy of the welcome letter and no
that is linked to your email address or if you are using a user at your organization has yet claimed the user
user name other than an email address. administrator role for the CSI, you can request a new
welcome letter by sending an email to gcc-
Solution supportwelcomeletter@oracle.com with the following
information
Use one of the following methods to contact Oracle
Support for assistance:  Order Number
 Date of Order
 Country of Order
 Contact Oracle Support by phone. The Global  Contact Name
Oracle Support numbers are available here:  Contact email address
http://www.oracle.com/us/support/contact.html
 Preferred language of the letter
If you request that an inactive account be purged, the
Oracle Support representative assigned to your SR will If this document does not solve my
require written approval from you to delete and purge the registration issues, where can I go for
inactive user account. additional help?
Until the inactive account is removed and purged or Go to this Oracle Support page to request additional assistance:
updated, the system will not recognize your email address https://www.oracle.com/support/contact.html
as being valid and available for registration.

After I sign in to My Oracle Support (MOS),

How can I proceed with the registration
process if I know my Support Identifier (SI)
but the account or organization name is not
correct?
The account or organization name is determined by the
support contract and is used by Oracle Support. It may be
different from the actual company name.
You can find the account name used by Oracle Support in
the Welcome Letter, which resides with the technical
contact or Customer User Administrator (CUA) for your
company.
If you are being added to an existing support identifier (SI),
you can ask other users at your account to provide the
name associated to the SI by having them login to My
Oracle Support, select their name at the top of the page,
choose “My Account” and then provide the Organization
name listed with the SI you wish to add.
where can I go for additional information?
There are numerous options to see additional information
about My Oracle Support after you sign in to MOS.
 On the Dashboard tab, view the Getting Started
Region.
 Click Help in the top right corner of My Oracle
Support.
 Select the Dashboard or Knowledge tab and perform
a search in the Knowledge Base. For instance, you
can search for these KM documents.
o My Oracle Support (MOS) FAQ, Doc ID
2329773.1.
o My Oracle Support Help Table of Contents,
Doc ID 2321346.1.

2 Copyright (c) 2018, Oracle. All rights reserved. Oracle Confidential.