Customers with a valid AEM license and support contract get a limited number of named user accounts to access the AEM Support Portal (aka DayCare). A person with a named user account must be able to post fully qualified support requests. Therefore, they must have attended a technical AEM product training or equivalent AEM product experience.

Account requests

New AEM company account for new customers

After a customer signed the AEM maintenance and support (M&S) contract with Adobe, a welcome letter is emailed to the primary contact on the contract. The welcome letter contains information regarding named accounts associated with the company's contract.

If the primary contact did not receive the welcome letter within a reasonable time period, email Adobe Customer Support (cuscare@adobe.com). In the email, include the information below along with your message.

  • Organization name
  • Contract number
  • Former contact name New contact name
  • Title, phone, and email address

Note: Accessing the AEM Support Portal requires an Adobe ID. When Adobe creates the initial named accounts, an Adobe ID is automatically created using the contact's email if one does not exist. In this case, see this page [1] for instructions on reseting the password for the newly created Adobe ID. If an Adobe ID exists for a given email account, the Adobe ID is automatically given permission to access the AEM Support Portal. If there is a password issue, see this page.

New AEM Support Portal user account

Adobe requires that a customer contact working with Adobe AEM Support is Authorized to have a user accounts in the AEM Support Portal. To be an Authorized contact, the individual must either (1) take the appropriate product and support training or (2) have equivalent experience in technical fundamentals, system administration, and the product configuration of the licensed Adobe/Day product.

When requesting for a user account, supply the following information for the individual requesting for an account:

  • The person's skill/knowledge level working with AEM (trainings? exposure to AEM?)
  • An active Adobe ID for the individual (equal to official company email address)
  • The person's full name and phone number.

To request a new AEM Support Portal user account, post an Account Request Ticket directly in the Support Portal by someone in your organization who already has a user account. Make sure that the ticket is created in the corresponding customer's section.

Provide existing AEM Support Portal user account access to your AEM Support Portal section

When a customer leverages an Adobe Partner to assist with the AEM project implementation, it is sometimes necessary to provide the partner with access to the customer's portal section to submit tickets on behalf of the customer. It helps ensure that all customer's issues that the partner submits are available to the customer for later reference if needed.

To request access for a non AEM specialized partner to your portal section, submit an Account Request Ticket directly in the Support Portal in the corresponding customer's section with information regarding the full name of the corresponding users and the AEM CQ Support Portal section they are related to (the name of their company). It is important that the individual already has an existing account in AEM CQ Support Portal.

Please note that in case the partner is an AEM Specialized partner , he can benefit from an own company support account. You can find the list of AEM Specialized partners via the Partner Finder.  

Reset password of a AEM CQ Support Portal User account

If you request to reset the password of existing AEM CQ Support Portal user accounts, provide us with the User ID, the full name, and the email address of the corresponding users. It is only for old standard AEM CQ Support Portal user accounts, not for new Adobe ID-based user accounts. Instead of resetting the password, you most likely usually migrate your user account with your Adobe-Id credentials.

With the Adobe ID-based AEM CQ Support Portal user accounts can reset the password themselves by just going to www.acrobat.com and use the 'Forgot your password?' link on the Sign In page.

To request to reset the password of an old standard AEM CQ Support Portal user account, use another account to post an Account Request Ticket directly in the Support Portal in the corresponding customer's section.

Reset password of a AEM CQ Support Portal User account

If you request to reset the password of existing AEM CQ Support Portal user accounts, provide us with the user ID, the full name, and the email address of the corresponding users. This is only for old standard AEM CQ Support Portal user accounts, not for new Adobe ID-based user accounts. Instead of resetting the password, you most likely usually migrate your user account with your Adobe-Id credentials.

With the Adobe ID-based AEM CQ Support Portal user accounts can reset the password themselves by just going to www.acrobat.com and use the 'Forgot your password?' link on the 'Sign In' page.

To request to reset the password of an old standard AEM CQ Support Portal user account, use another account to post an Account Request Ticket directly in the Support Portal in the corresponding customer's section.

Deactivate an AEM CQ Support Portal user account

If you request to reset the password of existing AEM CQ Support Portal user accounts, provide us with the user ID, the full name, and the email address of the corresponding users. This is only for old standard AEM CQ Support Portal user accounts, not for new Adobe ID-based user accounts. Instead of resetting the password, you most likely usually migrate your user account with your Adobe-Id credentials.

With the Adobe ID-based AEM CQ Support Portal user accounts can reset the password themselves by just going to www.acrobat.com and use the 'Forgot your password?' link on the 'Sign In' page.

To request to reset the password of an old standard AEM CQ Support Portal user account, use another account to post an Account Request Ticket directly in the Support Portal in the corresponding customer's section.

New project in your AEM CQ Support Portal section

If you request additional projects in your AEM CQ Support Portal section, provide us with the name of the new project, the location (in case you have more than one) and the System Information.

To request a new project in your AEM CQ Support Portal section, post an Account Request Ticket directly in the Support Portal in the corresponding customer's section and supply us with the appropriate information.

Access the portal

Go to http://helpx.adobe.com/marketing-cloud/contact-support.html

Post a support incident

Note: Before submitting any incident ticket, review the documentation at http://helpx.adobe.com/experience-manager/kb/how-to-fully-qualify-a-ticket.html

Q&A

You are not able to access the AEM CQ Support Portal with your Adobe-Id credentials

Make sure that you have already a user account

Make sure that you have a user account bound to your Adobe-Id

Make sure that your password is correct. Try for example to log in to http://www.acrobat.com orhttp://www.adobe.com

Make sure that you write your Adobe ID all in lowercase

Make sure that your Adobe ID is verified (the email address is verified). If you did not verify your email address, you should receive a verification email when you try to log in to the AEM CQ Support Portal. Unfortunately you cannot see it at login, so you see the login pop-up window again equal as when the password was wrong

Make sure that you don't have an old standard AEM CQ Support Portal User account

If you still can't log in, email cuscare@adobe.com so they can check your user account.

You cannot change your user name, email, address, and password in the User properties in the AEM CQ Support Portal. Use the account admin at http://www.acrobat.com orhttp://www.adobe.com.

 

You have a legacy user account and want to migrate it to be able to log in with Adobe ID credentials

If you have an old standard user account on the AEM CQ Support Portal (aka DayCare) (user ID is not an email address) you can request to migrate your user account that you want bound to your Adobe-ID credentials.

Post an Account Request Ticket in the AEM CQ Support Portal or write an email to cuscare@adobe.com

 

You want to request a generic user account for several people to use.

Unfortunately it's not possible to create generic user accounts on the AEM CQ Support Portal, at least not user accounts with write access. When read only access is sufficient, we can create a generic account, however.

 

Access to different systems

PackageShare

How to get access to package share is documented in the docs, see http://dev.day.com/docs/en/cq/current/administering/package_manager.html#Access20Package%20Share

For any package share-related question, contact with packageshare@adobe.com

Downloading the license key and the AEM binary from the Adobe Licensing Website (licensing.adobe.com):

Contact Customer Care (cuscare@adobe.com) for any LWS (licensing.adobe.com) related question or account request.

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