If you’re an authorized contact in NetSuite but unable to submit a support case online, the issue might be due to a mismatch between the email address listed in the authorized contact list and the email address used for your NetSuite login. NetSuite requires these email addresses to match for seamless case submission.
Why Does This Happen?
NetSuite’s system verifies whether the email address of the authorized contact matches the email address used to log in to the account. If there’s a discrepancy, the system may block you from submitting a support case online, even if you’re listed as an authorized contact.
Steps to Fix the Issue
To resolve this, ensure the email address in the authorized contact list matches your NetSuite login email. Follow these steps:
- Log in to your NetSuite account and go to the Support tab.
- In the NetSuite Account Center portlet, click NetSuite Account Center.
- Under the Customer Center – Home Links portlet, click Authorized Contacts.
- Locate your name in the list, click Edit, and update the Email Address field to match your NetSuite login email.
- Click Save to confirm the changes.
Once the email addresses match, you should be able to submit support cases online without any issues. This ensures NetSuite recognizes you as an authorized contact and allows seamless access to support services.
By following these steps, you can quickly resolve the issue and continue using NetSuite’s support features without interruptions