Getting help and support with Partner Center

If you are experiencing issues with Partner Center or have specific questions about onboarding a product, you can get help by contacting IBM Cloud® support or a Partner Center onboarding specialist, depending on the type of issue you're experiencing.

You can also use the following resources before you contact IBM Cloud to get answers to your questions:

Review the FAQs in the product documentation.
Review the troubleshooting documentation to troubleshoot and resolve common issues.
Check the status of the IBM Cloud platform and resources by going to the Status page.
Review Stack Overflow to see whether other users experienced the same problem. When you ask a question, tag the question with ibm-cloud and partner-center, so that it's seen by the IBM Cloud development teams.

Getting help with onboarding

If you have questions about onboarding your product to Partner Center, you can contact an onboarding specialist through the My products page. You can send a detailed message, and they will contact you after they review your issue.

Contact a Partner Center onboarding specialist, if you have questions about the following topics:

General questions about the onboarding process
Pricing models, for example, tiering model, monthly or yearly subscription, cancellation of subscription, or refund
Metering and billing issues
Broker functionality
Tax and EFT (Electronic Funds Transfer) forms

To contact an onboarding specialist, complete the following steps:

In the IBM Cloud console, click the Navigation Menu icon > Partner Center > My products.
From the My products page, click the Help icon .
From the We're here to help tile, select Contact Us.
Describe your issue or question in the message field and click Send.

Creating a Partner Center support case

If you're experiencing issues with Partner Center, you can create a support case by using the IBM Cloud Support Center.

To create a support case, you must have a Pay-As-You-Go or Subscription account. Also, ensure that you're assigned at least the editor role on the Support Center account management service to create, edit, or view support cases. For more information about actions and roles for account management services, see Assigning access to account management services or to assign other users access, see Assigning user access for working with support cases.

To create a support case for Partner Center related issues, complete the following steps:

Click the Help icon > Support center from the console menu bar.
From the Contact support section, click Create a case.
Select All products.
Select Partner Center - Sell as the topic and click Next.
Complete the required fields.

To maintain security, do not include any personal information, sensitive data, or device or service credentials in case responses. For example, don't include passwords, API keys, secrets, or credit card information.
The following steps are optional:
- Attach files and resources to provide more details about the issue you're experiencing.
- If you'd like a user in you account to be updated about the case, add them by using the Contact watchlist. For more information about assigning users access to your account, see Adding users to your case management access group.
- Select Email me updates about this case to receive support case notifications.
Click Next, review your case summary, and click Submit case. After you receive email verification for the case, follow the instructions for further communication on the issue.

After your support case is created, you can follow its progress on the Manage cases page. For more information, see Managing your support cases.