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Use Auth0 Support Center to create tickets for questions or issues. All tenant member roles can access Support Center. If you are a Private Cloud customer, Auth0 provisions a public cloud-based Support Tenant for you as part of onboarding. Invitees must have an Auth0 account to accept the invitation. You can create an Auth0 account by visiting manage.auth0.com/login and selecting Sign up. Use this tenant to log in to Support Center and open tickets for your Private Cloud deployment. If you have not received an invitation to your Support Tenant, contact your Technical Account Manager.
Open and Manage Tickets Open Ticket Screen

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Open a new ticket

Only paying and trial customers have access to open support tickets. For all other customers, select Ask our Community to use our Community resources.
  1. Go to Support Center and select Open Ticket.
  2. Select the tenant you need help with from the Affected Tenant dropdown menu.
  3. Under What can we help you with?, select the type of issue that best fits your case.
  4. If prompted, choose the appropriate severity level (not available for trial tenant customers).
  5. Provide a clear summary of the request or issue in the Request Summary field.
  6. Provide as much detail as possible about the issue or request in the Description box. When writing in this box, you can style your text with Markdown and preview what you have written by clicking Preview. When writing your description, please try to include the following information when it applies:
    1. What were you trying to do?
    2. What did you expect to happen?
    3. Where did things go wrong?
    4. Were there any error messages or screenshots showing the problem? If so, please include them.
    5. Has this worked before, or are you trying a new configuration?
    6. Does the problem occur for all users or just a few?
    7. What troubleshooting steps have you tried?
  7. When you have completed all the fields, select SUBMIT.

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Severity levels

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Update an existing ticket

  1. Go to the Support Center page and select Home.
  2. Select the ticket that you want to update by selecting its Request Summary.
  3. Enter any additional details into the text box and then select REPLY.
If you are the ticket requester and the ticket is assigned to an agent but is not solved or closed, you have the option to change the status of your ticket to Solved by checking the Submit as solved box next to the REPLY button.

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Reopening a closed ticket

If your ticket has been closed but you’d like to continue working with Auth0 on the issue, create a new Support Center ticket. Be sure to include the reference number for the original ticket(s). When a case is closed, Auth0 permanently deletes all file attachments for security purposes.

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Manage subscription tickets

To manage subscription tickets, you must have the Elevated Support Access role assigned to you.If you are a Tenant Administrator, you can assign the Elevated Support Access role to yourself to see all tickets opened by all users on your tenants.
To manage subscription tickets:
  1. Go to Auth0 Support Center
  2. Select Tickets from the navigation menu.
  3. Switch to the Subscription Tickets view.

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