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HP Customer Support - Knowledge Base

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Information

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MyHPSupport Frequently Asked Questions

Review these frequently asked questions (FAQs) for information regarding MyHPSupport.

User guide

View the MyHPSupport Individual User Guide or MyHPSupport Company User Guide.

Registration

Review these FAQs for registering at MyHPSupport.

What do I need for registration?

You need to have an HP sign-in account (HP ID) for authentication purposes and MyHPSupport registration for accessing the MyHPSupport tool.

I am having issues with registration, and I need to submit an urgent case request. How can I get help?

Click Contact Support on this page, provide your product information and check the other support options available to you. To request help for your registration issue, see the MyHPSupport Help page for ways to contact HP.

Why do I need to register to access the 'My Business Support' section on HP Customer Support?

The Business Support section links are for accessing the MyHPSupport web case tool. As case information might be sensitive, registration is required as a security feature to make sure your email address is active and that no one else uses your identity.

Can I access the 'My Business Support' section without registering and use only my existing HP sign-in credentials (similar to HP Support Center)?

No. HP ID account is also necessary for authentication, but you cannot sign in without registering first. If you try to sign in without registering, you are sent to a registration page.

What if I did not receive the registration invite email?

If the registration email is not in your inbox, check your spam or junk folder. The email might not be recognized and as a precaution intentionally placed elsewhere. If you are still unable to find the invitation email, send an email to the relevant HP email address listed in the MyHPSupport Help page, or click Contact Support find a local contact option.

After I have registered and received the customer invite email, how long is the invite valid?

The invite is time-sensitive and expires 10 days after generation.

What if my invite has expired?

Send an email to the relevant HP email address listed in the MyHPSupport Help page or find a local contact option or click Contact Support to find a local contact option.

I have received the invite email with the code, but the code doesn’t work. What is wrong?

The invite has expired. Also, be aware that the invite works only once, so if you have tried the link before without completing the registration, then your invite expired. Send an email to the relevant HP email address listed in the MyHPSupport Help page or find a local contact option by clicking the Contact Support link ask for a new invitation.

May I pass my invite to someone else?

No. The invite is linked to the email address that was registered and therefore cannot be used by anybody else.

What happens if I see an 'Invite invalid' message?

The invite expired. Go to the Registration Help page, click on the appropriate link, and then send an email to report the issue to the MyHPSupport team to generate a new invitation.

After I click the invite link in the invitation email, may I use my existing HP sign-in account to complete the registration process?

Yes. However, it is recommended that the email you registered with is the same one you used in your HP sign-in account.

Why am I getting an 'Invalid username or password' message when I try to log in?

This is usually an indication that the user has not registered for an HP sign-in account. Go to Don’t have an account? Sign up at the bottom of the login page and make sure the email address has been set up with an HP sign-in account.

How do I obtain an HP sign-in account?

Go to the HP sign-in page by clicking an option under Business Support, click Don’t have an account? Sign up, and then complete the information form. More details are available in the User Guide document.

How do I recover my username or reset my HP sign-in password?

From the HP sign-in page, click Forgot your username or password, and then follow the on-screen instructions. Use your email address as the basis for validation and to receive any verification codes.

If I update MyHPSupport profile after I have signed in, are the changes also be reflected in my HP sign-in profile?

No. Any changes made to your profile within MyHPSupport are not reflected in your HP sign-in account. You must make changes to your HP sign-in profile separately.

MyHPSupport functionality

Review these FAQs regarding MyHPSupport functionality.

How do I share my cases and contracts with my colleagues?

First, you and your colleagues need to be set up as a Company user. Also, HP needs to ensure your accounts are associated to the same company organization. If you are an Individual user or still do not see the cases you need, please see the MyHPSupport Help page for ways to contact HP.

Why don't I see all my cases in MyHPSupport?

Only the cases associated with your company organization in the HP system are visible to you. See the MyHPSupport Help page for ways to contact HP and request resolving the organization setup issues.

When I link my contract or warranty, why do I receive an error that it is linked to someone else?

The entitlement has been linked by another user, but you can still submit cases against the entitlement.

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