Support Portal - Role Management FAQ

KB ID: 2211
Published: 2016-12-28
Last Modified: 2022-09-21
Languages: FR | ES
Get weekly article updates
By subscribing, you are agreeing to have your personal information managed in accordance with the terms of Veeam's Privacy Notice.

Cheers for trusting us with the spot in your mailbox!

Now you’re less likely to miss what’s been brewing in our knowledge base with this weekly digest

error icon

Oops! Something went wrong.

Please try again later.

Case Opening Restrictions
Only the License Administrator and designated Case Administrators can submit support cases. Please be sure to verify your License Administrator and define valid Case Administrators for your Veeam licenses.
Case Administrator must be assigned by License Administrator
Veeam Support is not able to change or create the Case Administrators for an account. This action can only be performed by the License Administrator for a given Support ID.

Below are the most commonly asked questions.

What is a Case Administrator?

The Case Administrator role allows a company to assign individuals who they wish to allow the ability to create and manage cases for the company's support contracts.

Customers can now assign individuals who can manage support tickets on behalf of their company – Case Administrators. By adding a Case Administrator, you invite an employee of your company, a reseller, or a third-party contractor to join you in managing your cases with the Veeam® Support Team. Please note that Case Administrators can open cases, but they cannot manage your existing licenses.

What can a Case Administrator do?
  • Case Administrators can open, update, and close support cases for the licenses they are assigned to.
  • Case Administrators can also manage cases created by the License Administrator and other Case Administrators.
  • Case Administrators belonging to the same company can view other licenses but cannot manage them. 
  • Case Administrators cannot view and manage other Case Administrators.
How do I assign a Case Administrator?

You must be logged in as the License Administrator to manage Case Administrators for your company's support contracts. Once logged in to the Veeam Customer Portal as the License Administrator,  you can access the "Case administrators" section.

Note: The Case administrators section will only be visible if the account you are logged in as is a License Administrator.

Case Administrator Creation

  1. Open the [Create administrators] page
  2. Click [CREATE CASE ADMINISTRATOR]
  3. Specify the Business email of the person you wish to add as a Case Administrator
    The Name and Company will be prefilled if the email provided is associated with an existing portal account. If there is no portal account related to the provided email, you must provide a name and company name.
  4. After verifying the information, click [Next]
  5. Select the Support contracts which will be assigned to the new Case Administrator.
  6. Click [Save] to complete the process.


Use the arrow to switch between the slides below to see screenshots for these steps.

If the email address you are attempting to create a Case Administrator role for is not registered with my.veeam.com, you will be asked to specify their name and company.
Additional information may be requested if the new Case Administrator's company is not yet registered on veeam.com.
How do I become a Case Administrator? 

The License Administrator can only assign the Case Administrator role for a given Support ID. Contact the License Administrator directly and request that they designate you as a Case Administrator.

Review the How to Determine License Administrator section below for assistance in determining who the License Administrator is.

What is the maximum number of Case Administrators I can assign?
There is a limit of 80 Case Administrators per Support ID.
How do I remove a Case Administrator?

There are two options:

  • Unassign the Case Administrator from a specific Support Contract
  • Remove the Case Administrator entirely

To unassign a Case Administrator from a specific Support ID:

  1. Go to the Case administrators page.
  2. In the "License view," click the X next to the Case Administrator's entry under the specific Support ID#.
To remove a Case Administrator entirely, switch to the Cade Administrator View and click the Delete administrator.
Note: This option is unavailable if the user is the License Administrator.
How to Determine License Administrator

To view the Production Licenses and identify what email is assigned as the License Administrator, please click here: https://my.veeam.com/#/licenses/production

It is also possible to see the License Administrator information in the License Information panel inside Veeam Backup & Replication. 

How to Change License Administrator
If you have lost access to the License Administrator account or would like it to be changed, please create a licensing case.
Feature / Function Case Administrator License Administrator
Role Management
Assign Case Administrator Role    
Case Management
View Cases    
Create Cases    
Product License Management
View Product Licenses    
Download Product Licenses    
Merge Product Licenses    
To submit feedback regarding this article, please click this link: Send Article Feedback
To report a typo on this page, highlight the typo with your mouse and press CTRL + Enter.

Spelling error in text

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Thank you!

Thank you!

Your feedback has been received and will be reviewed.

Oops! Something went wrong.

Please try again later.

KB Feedback/Suggestion

This form is only for KB Feedback/Suggestions, if you need help with the software open a support case

By submitting, you are agreeing to have your personal information managed in accordance with the terms of Veeam's Privacy Notice.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Verify your email to continue your product download
We've sent a verification code to:
  • Incorrect verification code. Please try again.
An email with a verification code was just sent to
Didn't receive the code? Click to resend in sec
Didn't receive the code? Click to resend
Thank you!

Thank you!

Your feedback has been received and will be reviewed.

error icon

Oops! Something went wrong.

Please try again later.