Related to:

Cannot access support tickets, changing email address domain, updating email addresses

Problem

You cannot access your ITRS Support account or tickets.

Possible Cause(s)

Possible Cause 1 - Your current email address domain is different from the one you have previously registered with. For example, you registered user@email.com. But now, your company changed the email address domain to user@email.domain.com.

Possible Cause 2 - You are a Geneos administrator or user on both your previous and new companies/organizations.

Possible Solution(s)

Solution to Cause 1 - Raise a support ticket. The ticket should contain the following:

• Your current email address (i.e. with the new domain)
• The email address that was used during the registration
• Your team/group/division (and the previous once if applicable)

Solution to Cause 2 - You need to register a new account using your new email address.

Related Articles

• How can I get support from ITRS and what level of service can I expect

If Issue Persists

• Please contact with our Client Services team via the chat service box available in any of our websites or via email to support@itrsgroup.com
  
  
  
• Make sure you provide to us:
  • old email address
  • current email address