Accessing the AEM Support Portal

Customers with a valid AEM license and support contract get a limited number of named user accounts to access the Adobe Support Portal (Via Admin Console). 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 Support Portal user account

Adobe requires that a customer contact working with Adobe AEM Support is added as a Support Admin in Admin Console. 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 product.

Follow the article Support for Experience Cloud for more details.

New Project in Admin Console

If you request additional projects in the Admin Console, 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 Admin Console, select Admin as product category and supply us with the appropriate information.


Post a support incident

Note: Before submitting any incident ticket, review the documentation at


Access to different systems


How to get access to package share is documented in the docs, see

For any package share-related question, contact with

Downloading the license key and the AEM binary from the Adobe Licensing Website (

Open a ticket via Admin Console with the category Admin for any LWS ( related question or account request.

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