Submit a Case to NetSuite Support
Published on
April 24, 2024 at 3:34:25 AM PDT April 24, 2024 at 3:34:25 AM PDTth, April 24, 2024 at 3:34:25 AM PDT
OVERVIEW
Customers may submit a case directly to NetSuite Support for the following reasons below.
- unable to reset a user's credentials such as 2FA Settings, Password or Security Questions due to the user having multiple accounts and that the admninistrator is not an administrator to one of the accounts
- unable to reset own credentials regardless if you are an admin or non-admin and there are no other administrators available
- your organization is not subscribed to Jcurve Support and is filing a report about an unexpected behavior in the system
- you are the only user who has an administrator role and cannot log in to the system
SOLUTION
If the user is unable to log in due to credentials, they may request a user within the company to submit a case on their behalf by following the instructions.
1. Go to Support > SuiteAnswers.
2. Click the "Contact Support" button at the top of the page.
3. Under the Online Support section, click the arrow button next to "Create Support Case"
4. On Step 1, enter any keywords related to your concern then hit the 'ENTER' button in your keyboard. The keyword you enter here will also serve as your case subject.
5. In Step 2, the case is typically categorized as either 'Ask a Question' or 'Report a Problem,' or you can select other options based on your specific issue.
6. In Step 4, select the feature that you think is related to your issue.
7. Provide the whole summary of your concern in Step 5. We highly recommend including the user's email address, system Account ID via Setup > Company > Company Information and the details of the issue.
8. Answer as many questions as you can to improve your case quality. Click the '+' symbol to enter details for each question.
9. Attach any supporting documents, such as screenshots or docs files.
10. Include your contact number with the country code and specify your time zone.
11. Once you've completed these steps, click Submit Case. You'll receive an email notification with your Support Case number. Once assigned to a NetSuite representative, you'll receive an acknowledgment email from them.