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Experience League Support User Guide for Adobe Commerce

Last update: Thu Dec 19 2024 00:00:00 GMT+0000 (Coordinated Universal Time)

In this guide, learn how to submit a support ticket to Experience League Support and provide shared access to the Adobe Commerce accounts.

NOTE
Adobe Commerce support has migrated from Adobe Commerce Help Center to Experience League. Use the Experience League case form flow described here to submit support cases.
NOTE
At this time, to view to your previously-submitted cases on Adobe Commerce Help Center, you will have to go to https://support.magento.com/hc/en-us/requests as these cases have not been migrated to the new support-ticket system. The Help Center is now read-only; to continue receiving support for the original issue, you will have to submit a follow-up ticket to Experience League Support.
NOTE
The Knowledge Base part of the Adobe Commerce Help Center has migrated to the Adobe Experience League portal. When you create a support ticket, related Knowledge Base articles will be suggested to you, along with other relevant Adobe Commerce documentation from Adobe Experience League.

Major Update: July 29, 2024

WHAT IS EXPERIENCE LEAGUE SUPPORT?

SUPPORT CASES

SHARED ACCESS: GRANT PRIVILEGES FOR OTHER USERS TO ACCESS YOUR ACCOUNT

BILLING FAQ FOR ADOBE COMMERCE

WHAT IS EXPERIENCE LEAGUE SUPPORT? what-is-experience-support

Experience League Support is a support portal for Adobe where qualifying Adobe Commerce customers can submit and manage support tickets. It is also where you can review troubleshooting articles.

SUPPORT CASES support-cases

Adobe Experience League Support Case Management allows working with support through cases to address specific issues encountered while using Adobe products, including Adobe Commerce, for all Adobe Commerce products under contract.

SIGN IN TO EXPERIENCE LEAGUE SUPPORT sign-in-experience-support

Signing in allows you to submit, update, and respond to questions from agents on support tickets.

To sign in to the Adobe Experience League Support, follow these steps:

  1. Navigate to experienceleague.adobe.com.
  2. Sign in using your Adobe login credentials.

sign-into-experience-league

Submit a support case support-case

Once successfully signed in as the account owner or Shared Access user, you may submit a support case using the Adobe Experience League homepage, your Adobe Commerce account page, and your Adobe Commerce Cloud account page.

NOTE
Support requests for the Adobe Commerce Marketplace team cannot be submitted through Experience League, as their support system operates on a separate platform that is not integrated with Experience League.
You may submit your support case if the following statements are true:
  • The organization in question is named in the left column and ends in (Commerce). Your issue is related to that organization or an account associated with it.
  • Your issue is that you can’t log in to the Marketplace account or that you have a question about deploying an extension.
  • Your issue isn’t solely about requesting a refund for your Marketplace purchase(s).
For issues relating to publishing your extension, having trouble purchasing, or requesting a refund on the Adobe Commerce Marketplace, you must contact the Commerce Marketplace team directly by visiting https://commercemarketplace.adobe.com/. Navigate to the bottom of the page and click Contact Us, which will open a form to submit a Marketplace support ticket.

Adobe Experience League start page experience-league-start-page

To submit a new support case using the start page of Adobe Experience League, follow these steps:

INFO
  1. To submit a case, you must be entitled to support for the appropriate product (e.g., Adobe Commerce, Adobe Commerce Intelligence, Experience Platform, etc.). If you aren’t entitled to support, a bar will appear at the top of the page informing you that you are not a support-entitled user in the organization.
  2. If you belong to multiple organizations or there are multiple organizations with similar-looking names (each one will represent any of the other Adobe products the organization has subscriptions to), you will need to first select the appropriate organization from the dropdown that ends in “(Commerce)”.
  3. To submit a case, you must be entitled to support for the appropriate product (e.g., Adobe Commerce, Adobe Commerce Reporting, Adobe Commerce Payment Services, Experience Platform, etc.). If you aren’t entitled to support, a bar will appear at the top of the page informing you that you are not a support-entitled user in the organization. To submit a case for Commerce-related issues, you must first select the appropriate organization name that ends in (Commerce).
  4. If you belong to multiple organizations or there are multiple organizations with similar-looking names (each one will represent any of the other Adobe products the organization has subscriptions to), you will need to first select the appropriate organization from the dropdown.
  5. If you don’t see Adobe Commerce in the Select a product dropdown, you must first obtain Shared Access from the Commerce Account Owner. Once you have been given Shared Access, you will have to sync your account to finalize the process before you can submit a case.
NOTE
Ensure that you have selected the correct organization before submitting the case, and that the organization you selected has the appropriate entitlements for the product for which you are requesting support. For example, if your issue is related to Adobe Commerce, but you had selected Experience Platform as the product and the case was successfully submitted, this may lead to misrouting of your case and delays in response times.
In addition, if the wrong organization was selected at the time the case was submitted, your team will not be able to view the case under My Cases for the appropriate/correct organization. The Adobe Commerce Support team does not have the ability to change the organization associated with the case; to address this, you must close the existing case and submit a new case with the appropriate details provided/selected.

  1. Click on Support in the header. It will open the Support homepage.

    open-support-page

  2. To begin the support intake process, ensure that you have selected the appropriate organization from the Organization dropdown list (if visible). To submit a case for Adobe Commerce, select the organization’s name that ends in Commerce.

    select_appropriate_org

  3. Click Open Ticket on the left-hand menu or click Get Started in Open a support ticket card.

    open-support-case

  4. Select a product from the dropdown menu and provide a case title and description. NOTE: If the dropdown does not display any products or Commerce is not an available option, try switching the Organization in the left column and check again.

    select_product

  5. Adobe Experience League will suggest articles and best practices that can help you solve your case. If you still need direct support, you will need to provide some additional information before submitting your case.

    direct_support_required

  6. Once you’ve filled in all the required information, click on Submit case.

IMPORTANT
If you are unable to see your organization in the organization dropdown menu when you sign in to experienceleague.adobe.com, you may need to synchronize your profile with accounts.magento.com prior to requesting support or managing an existing support case.
  1. Navigate to accounts.magento.com and sign in with the same profile (corporate, school, or personal) you will be using to manage support cases in Adobe Experience League.
  2. Once you have successfully signed in to your accounts.magento.com profile, navigate back to experienceleague.adobe.com and sign in.
  3. Select your organization from the organization dropdown menu.
  4. If your organization still does not appear, contact your Commerce administrator to obtain support delegate rights. For additional information, see the Commerce Account Share help article.
NOTE
Why the Organization/Product matters
Example A: You have shared access to only one company and that company has entitlements for two Adobe products: Product1 and Product2.
  1. Since each Organization represents one product, you will see two organizations in the dropdown, e.g., OrgA-Product1 and OrgB-Product2.
  2. If you selected Product = Product1 but your issue is related to Product2, the case will be routed to Product2 support and there will be delays when transferring the case to Product1 support.
  3. If you submitted the case for OrgA-Product1 and would like to review My Cases for that Organization in the future, you will not see it if you select OrgA-Product2 as the Organization (you would just have to select the other Organization, compared with Example B).
Example B: You have Shared Access to two companies, and each company only has entitlements for Adobe Commerce.
  1. If you submitted the case for OrgA but the issue is actually impacting OrgB, members of OrgB will not be able to see this case under My Cases in the future.
  2. In addition, members of OrgA will be able to see cases under My Cases that are actually meant for OrgB, which can lead to privacy issues.

You must have an account on both https://account.adobe.com and https://account.magento.com to sign in to the Experience League to submit a support case. You won’t be able to submit a support case until you are signed in.

NOTE
If you already have an account at https://account.magento.com but aren’t able to sign in, you may not have registered for an account at https://account.adobe.com, which is required as of August 2022.
To resolve this:
  1. Create an account at https://account.adobe.com using the same email address on your MAG ID.
  2. Go to https://account.magento.com to link your Adobe ID with the MAG ID.

Adobe Commerce account page submit-case-adobe-commerce-account-page

To submit a new support ticket using your Adobe Commerce account page, follow these steps:

  1. Sign in to your Adobe Commerce account. See detailed instructions in our user guide.

  2. Click the Support tab.

    magento_account_support_tab {width="800"}

  3. The Adobe Experience League support page loads for you.

  4. Select Open Ticket from the left-hand menu.

  5. Fill in the fields.

  6. Click Submit.

Please verify your email address error on Adobe Commerce Account page verify-email-address-error

You won’t be able to submit a support ticket if you receive the Please verify your email address error similar to the one below on the Adobe Commerce account page.

Verify_Email_Address_Error

Track your support cases track-support-case

Your support cases are those that you:

  • have submitted personally.
  • have been added to as a watcher through a CC (carbon copy).

View your cases

You can view the cases you have submitted personally by clicking My Cases on the left-hand menu. Make sure that you have selected the correct Organization ending in “(Commerce)”.

view-support-cases

View your historical cases from Adobe Commerce Help Center

Learn more about how you can view your historical cases from the Adobe Commerce Help Center in Decommissioning of Adobe Commerce Help Center in our Adobe Commerce Knowledge Base.

View your watched cases

You can view the cases you have been added to as a watcher by clicking My organization’s cases on the left-hand menu.

Search for cases

To find cases, type your search query in the  Search  field and press  enter  on your keyboard.

search-cases

Escalate your cases

If you feel that a case requires further attention and our initial response time has passed, you may escalate the case. To do that,

  1. Click on Escalate to management at the bottom right of the Case Detail panel on the right side of the screen.

    escalate-to-management

  2. After clicking, a pop-up form will appear. Fill out the form and then click Escalate.

    confirm-escalation

    Reasons for escalation may include: Agent Communication Skills, Agent Technical Knowledge, Awaiting Callback/Update, Change in Issue Urgency, Resolution did not meet expectations, or Time to Resolution.

Add a watcher on support cases

You can add watchers to support cases submitted by members of your organization. Watchers will receive email notifications when new cases are submitted or when existing cases are updated.

  1. To add a watcher to an existing case, open the case and click on the pencil icon next to “watchers” in the Case Details panel on the right side of the screen.

    add-watchers

  2. After clicking on the pencil, you can add or remove watchers from the list.

    update-watchers

Comments in your case comments-in-your-case

Comments in your case contain all comments written by you or the Adobe Commerce support team. Comments are displayed from latest (on top) to earliest (bottom).
To add a comment, follow these steps:

  1. Scroll to the bottom of your ticket.
  2. Write your comment in the Comments field and click Add comments.

add-comments

Close your case close-case

To close your case, click Close case at the bottom right of the Case Detail panel.

close-case

Reopen your case reopen-case

To reopen your case, reply to the email from our Support System related to that case and request the agent to reopen it. If you do this within 14 days of the case being closed, the agent can reopen the case for you. However, if it’s after 14 days, the agent will have to create a new case.

Submit ticket using Cloud Console cloud-console

To submit a new support ticket using the Cloud Console, follow these steps:

  1. Log in to the Cloud Console.
  2. Select Support in the user menu.
  3. The My Tickets page loads.
  4. Click Submit a ticket in the upper-right corner.
  5. Fill in the fields.
  6. Click Submit.
  7. Click Submit.

Adobe Commerce P1 hotline P1-hotline

The Adobe Commerce P1 hotline article provides the P1 hotline numbers for Adobe Commerce when seeking help during a P1 incident and explains what information to provide.

Adobe Commerce Shared Responsibility Operational Model shared-responsibility-operational-model

See the article on Adobe Commerce Shared Responsibility Operational Model,
which aims to clarify operational responsibilities for our Pro infrastructure offering only.

Open a follow-up ticket follow-up

Opening a follow-up ticket will ensure that the original issue is linked to the follow-up ticket for continuity.

To open a follow-up ticket, click the “create a follow-up” link at the bottom of the ticket you wish to create a follow up to.

SHARED ACCESS: GRANT PRIVILEGES FOR OTHER USERS TO ACCESS YOUR ACCOUNT shared-access

You may grant limited access to your account for other Adobe Commerce account holders. In particular, using the shared access functionality, you may provide privileges for trusted employees and service providers to use your Help Center account so that they could work with your support tickets.

You can provide and manage shared access using your Adobe Commerce account page at https://account.magento.com.

Who can provide shared access who-can-provide-shared-access

Only the account owner (primary account holder) with the according privileges can provide shared access for other users.

Managing users and their access is the customer’s responsibility, especially in the shared access perspective. Thus, the Adobe Commerce support team cannot provide shared access to an Adobe Commerce account on behalf of a Customer. Customers are encouraged to add users with shared access themselves, using the Adobe Commerce account page.

Users who have been provided with shared access cannot transfer or grant such access to other users.

Provide shared access provide-shared-access

See the Share a Commerce account section of Adobe Commerce Getting Started Guide for detailed steps on setting up a shared account.

After providing shared access for a new user, the related information is available in Shared Access > Manage Permissions of your Adobe Commerce account page.

magento-account-shared-manage-permissions

Revoke (delete) shared access revoke-shared-access

  1. Log in to your Adobe Commerce account at https://account.magento.com.

  2. In the panel on the left, under Shared Access, choose Manage Permissions.

  3. Find the user to revoke shared access from and click remove icon {width="25"} in the user’s row (Actions column).

  4. Click Delete User to revoke access or X in the top corner to cancel revoking.

    revoke_shared_access {width="800"}

    You may also revoke shared access using the Edit menu:

  5. Log in to your Adobe Commerce account at https://account.magento.com.

  6. In the panel on the left, under Shared Access, choose Manage Permissions.

  7. Find the user to revoke shared access from and click Edit in the user’s row (Actions column).

  8. Click Delete This User at the bottom of the page.

  9. In the confirmation popup, click Delete User to revoke access or X in the top corner to cancel revoking.

How to delete users who were granted shared access via a Cloud project? remove-cloud-shared-access-users

Affected products and versions

  • Adobe Commerce Cloud (all versions)

Cause

If you have/had an Adobe Commerce Cloud project and had added a user to the project, they might have been automatically granted Shared Access on the Project Owner’s MAGE ID. This would normally be indicated in the Share Name column, showing Cloud Shared Access from MAG[XYZ].

NOTE
If the DELETE link is missing, that means that Shared Access was automatically granted through Commerce Cloud.

Solution

It’s not possible to delete the list of Shared Access users with the Share Name of Cloud Shared Access from MAG[XYZ] if the Shared Access wasn’t added/given on this page. These are retained for informational/audit purposes.

However, once you have revoked the permissions on those Shared Access users, they will no longer have that access.

  1. Log in to your Adobe Commerce account at https://account.magento.com.
  2. In the panel on the left, under Shared Access, choose Manage Permissions.
  3. Find the user to revoke shared access from and click Edit in the user’s row (Actions column).
  4. Uncheck all resources under Grant Account Permissions.

grant-account-permissions-image {width="800"}

For more information, please refer to the Manage User Access documentation on our Commerce on Cloud Infrastructure Guide.

Access shared account (switch accounts) switch-accounts

To use the shared access provided for you, follow these steps:

  1. Log in to your Adobe Commerce account at https://account.magento.com.

  2. Click the Switch Accounts menu and select an account.

    magento-account-shared-switch {width="800"}

To know which account you are currently using (your own native account or shared access), see the Switch Accounts menu: it displays the active account.

Shared access troubleshooting troubleshooting-shared-access

Please refer to the Shared access troubleshooting article in our support knowledge base.

BILLING FAQ FOR ADOBE COMMERCE billing-faq

Merchants typically pay for our services by a credit card (CC) transaction, and this Billing FAQ for Adobe Commerce is a resource to assist you when you pay your bill.

recommendation-more-help
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