Using the IGEL Customer Portal
IGEL Customer Portal is the doorway to IGEL product-related services. Registering here your company account is the first step to start using IGEL products. After registration, you can also use the IGEL Customer Portal to submit and manage support cases.
Registering for the IGEL Customer Portal
To register for the IGEL Customer Portal:
Open the IGEL Customer Portal and click Register in the upper right corner of the menu bar:
The IGEL Customer & Account Registration form will open.
Enter your user data:
Required information is marked with an asterisk (*) and is displayed in the right pane at the same time.
When you have entered all the information, you will no longer see a reference to the information needed in the right pane.
IGEL Company Account Requirements
Your name and e-mail address
Must be a business e-mail address with your company domain
No personal e-mail addresses (solely B2B)
No generic contact details or e-mail addresses, e.g. (info@company.tld)
No shared (multi-user) accounts (e.g. support-team@company.tld)
Free e-mail provider domains are not allowed (e.g. gmail.com, http://yahoo.com , etc.)
Click Submit.
A confirmation e-mail will be sent to you.Check your mailbox and confirm your registration by clicking on the appropriate link. If you have not received the e-mail, please check your spam folder.
Your user data will now be internally checked. When your registration has been approved, you will receive an e-mail confirmation containing your username and one-time password. As soon as you log in for the first time, you will be prompted to change your password. The registration approval process usually takes no more than 24 hours.
To log in to the IGEL Customer Portal, click the button Log in in the received e-mail.
Please remember your login e-mail. It will be used as Super Admin credentials, with which you can later invite new users and assign them specific roles, see Managing Users and Roles in the IGEL Customer Portal.
Changing Password in the IGEL Customer Portal
After login, open your user profile by clicking Profile in the user menu.
Go to Security and click Change Password.
Click Get Code,
A code is sent to the registered e-mail address.
Check your e-mail inbox for the e-mail with the code. If you have not received the e-mail, please check your spam folder.
Provide the code you received under Verification Code and set a new password.
Click Change to confirm.
Logging In to the IGEL Customer Portal
Open the IGEL Customer Portal and click Login.
If you logged in to the IGEL Customer Portal or the IGEL App Portal before using the same browser, you do not need to authenticate again. You are automatically logged in through SSO after clicking Login.
Enter the user name and password that you used to register with IGEL and click Sign in.
Login Credentials Forgotten?
Open the IGEL Customer Portal and click Login.
Click Forgot your password? to reset a password.
A dialog for requesting a new password opens.
Enter the e-mail address to which the verification code should be sent and click Reset my password.
Check the e-mail inbox for the e-mail with the code. If you have not received the e-mail, please check your spam folder.
Provide the code you received under Code and set a new password.
Confirm by clicking Change Password.
With the verified user data and the new password, you can now log in to the IGEL Customer Portal.
IGEL Support Information on the IGEL Customer Portal
If you have Priority or Plus support, you can find the following support information on the landing page after login:
Support Level
The level of support you have. You can find more information on support levels at https://www.igel.com/support/.Call
Regional support number.PIN
The PIN that you use for authentication during a support call.
Changes in Support Contact Information
Starting from 12 August 2024 a new phone system is introduced at IGEL Support. As a result, the following will change:
New phone number to contact IGEL Support.
New 8 digit authentication PIN. The new PINs are assigned to individual users and not to customer accounts and they will change periodically.
You will find the new information after login under Call and PIN.
User Profile Settings
You can reach your user profile by clicking Profile in the user menu.
Here, you can:
review your user information,
enable/disable analytics,
change timezone and language, and
change your password.
Creating Support Cases in the IGEL Customer Portal for Different Environments
When submitting a new case, you need to select the type of your environment under Is this a production environment?.
Select one f the three options using the drop-down menu:
Production Environment - Your case is connected to a production environment. A production environment is a real-time setting where users are working with the software.
Test Environment - Your case is connected to a test environment. A test environment is an internal environment, used to test, check, and validate new technology. The system is not used in production.
POC/POV Environment - Your case is connected to an IGEL supported Proof of Concept (POC) or Proof of Value (POV) environment, where IGEL Presales and you are in touch.
Creating an RMA Request in the IGEL Customer Portal
You can submit a Return Material Authorization (RMA) request after registering for the IGEL Customer Portal.
The RMA request form is for IGEL hardware only.
If you would like to request an RMA for hardware produced by an IGEL partner, you need to refer to the vendors RMA process.
Click RMA or Request an RMA.
Fill out the RMA form with the following information:
Mandatory fields:
Serial Number
Complete description
Delivery address (for new, or repaired devices)
The delivery address must be checked as it is not updated automatically and gets taken from the customer’s registered details.
Optional fields:
Part Number
Unit Type
“MORE THAN ONE DEVICE”
If this drop-down is set to Yes, you can insert additional Serial Numbers of endpoints showing a similar issue.
