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As a Free Webex user, you are entitled to various digital support resources, such as the Webex Community, Help Center, and Webex Chat Assistant. These resources provide a wealth of information to resolve customers' most common Webex issues.
If you've attempted to open up a Webex support case and received a message similar to the one pictured below, this indicates that the account you've logged in with is associated with a Free Webex organization.
Note: This prompt is not applicable for Enterprise trial accounts, only users who sign up for a Free account on Webex.com
If you belong to a Webex organization with a paid subscription, you must use that e-mail address to open up a case with Webex support. If your Cisco.com profile is associated with a free Webex account, you can follow these instructions to change it. Someone from the Web Help team can change your email address to one associated with your paid Webex organization.
If you need to continue using the email address listed as a free Webex account when opening a Webex support case, a couple of actions can be taken to allow you to proceed.
- Have a Webex organization administrator for your company verify the domain that matches your email domain. This is a Webex best practice and by doing this, Webex support will associate your free account with your company's Webex organization, even though your email is not a member of the Webex organization.
- Once your company's email domain has been verified, the Webex organization administrator can claim your user account so that your email is a member of the paid Webex organization. This allows you to adhere to the Webex organization policies and be assigned licenses.
- If your company is unable to verify the domain, you can delete your free Webex account and have a Webex organization administrator create the account using the same email within your company's Webex organization.
If the options above are not possible under certain circumstances, you must contact your Cisco account representative.
