Customer Portal: "No licenses can be found for your account"

KB ID: 4154
Published: 2021-05-03
Last Modified: 2021-05-12
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Challenge

After logging in to the Customer Portal, the message "No licenses can be found for your account" is found on the "Production licenses" page.

 

information message

Solution

This issue commonly occurs because either (a) there are multiple companies associated with your portal account and you need to switch which company's licenses you are attempting to view or (b) your contact profile is not correctly associated with you company's account in the backend.

At the top of the Customer Portal you will see the name of the Company that you are currently viewing information for. If there is a down arrow "▼" next to the company name click the company name and switch to the correct company.

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If after switching companies with the selector you are still unable to see the licenses you are expecting, or there are no other accounts to switch to, please create a Licensing Support case.

When you create the Licensing Support case be sure and provide the following information:

  • Email address that is associated with your Customer Portal account
  • Support ID of the license that you are expecting to to see in the Customer Portal
  • Name of the company for which the license is associated

More Information

If you do not work for the company you are attempting to view licenses for (or may be listed under a different office), you will need to ask the License Administrator to assign you as a Case Administrator. Please review https://www.veeam.com/kb2211

If you are a Veeam ProPartner attempting to manage licenses or create cases on behalf of your customer, please review: https://www.veeam.com/kb2836

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