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MyHPSupport - Company User Guide

MyHPSupport is a tool for business users to submit and track support cases.

Legal notices

Warranty

The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

The information contained herein is subject to change without notice.

Restricted rights legend

Confidential computer software. Valid license from HP required for possession, use or copying. Consistent with FAR 12.211 and 12.212, Commercial Computer Software, Computer Software Documentation, and Technical Data for Commercial Items are licensed to the U.S. Government under vendor's standard commercial license.

Copyright notice

© Copyright 2023 HP Development Company, L.P.

Register for a MyHPSupport company account

Request an email invitation to the new portal from your company administrator or go to the HP Support site and register for a new MyHPSupport company account.

  1. Go to HP Support, and then click Business Support in the secondary navigation.

  2. Click Register an account.

  3. On the Registration page, select Company user, and then fill in the required fields.

  4. Click Register.

    Clicking Register

Redeem Portal invitation - HPID

Steps to complete the registration process.

  1. Check your email for the invitation email from hpno-reply@hp.com. If you have not received an email, first check your spam mailbox or contact your company administrator.

  2. Click the Complete registration link in the email to open the webpage with the invitation code.

  3. First time users have to create an HPID account by clicking Don’t have an account? Sign up.

    Clicking the Sign up link to create a new HPID
  4. Complete the Create Account form, and then click Create Account.

    Creating a new HP account
  5. Return to your email account to open the HP account confirmation email with your verification code.

  6. Copy the verification code in the email message, paste the code into the Verify email address form, and then click Verify to go to the MyHPSupport Portal.

    Entering the verification code to complete the account setup
  7. For future reference, bookmark mycrm.support.hp.com.

Case management profile settings

Follow these steps to create your profile.

  1. Click Profile and Settings or Edit Profile.

    Clicking Profile and Settings or Edit Profile
  2. Fill out all the required fields in the My profile section.

    Note:

    This information is specifically for support case creation, and these fields are prefilled in the case create form. Information entered here does not apply to your HP sign-in account.

    Filling out all the required fields
  3. A Personal Identification Number (PIN) code might be assigned to select support contract customers to allow special processing of support cases. In the PIN field, click the drop-down menu to select your PIN code. If no PIN code is present in the drop-down menu and you believe this is an error, contact your HP account manager.

    Note:

    Make sure to select the correct PIN code for your case submissions. An incorrect PIN might delay your case from being delivered to the right support agent.

  4. Fill out the address fields. If your business has more than one location, type the primary location.

    Note:

    The Opt in or Opt out option only applies to email notification updates. The default setting is Opt in. With Opt in selected, you receive email notifications on case creation and closures.

    Filling out the address fields
  5. After you complete all required fields, click View profile to review the information.

  6. After you confirm the information, click Save.

    Note:

    A grayed-out or inactive Save button indicates that not all required fields are complete.

To make edits to this information in the future, click Profile and Settings or Edit profile.

Saved contacts

The My saved contacts section allows you to create and save a unique list of contacts. You can also view all company contacts.

Saved contacts section
  1. In the Company contacts field, click on a name you want to add to My saved contacts, and then click Add to list.

  2. To edit or remove a saved contact, highlight the name, and then click Edit contact or Remove saved contact.

  3. To add a new contact, fill out all Add a new contact fields, and then click Add contact.

    New contacts can also be added from the case create form.

Create a new case

Steps to create a new support case in MyHPSupport.

  1. Click My Business Support, select Create a new case from the drop-down menu, and then sign in to your account.

    If you are already signed in to your account, you can click Create a new case on the home page.

    Selecting Create a new case
  2. Create a new case by one of the following methods:

    • Type a product serial number.

    • Type a Support Agreement ID (SAID).

    • Search by product name (this field is for products that do not have serial numbers, such as Remote Graphics Software and HP Instant Ink).

      Submitting a new case
  3. Click Create case.

  4. Fill out all Case creation fields.

    Note:

    If you have questions about a field, click the blue circle with a white question mark.

    Filling out all case creation fields
  5. To better assist the agent assigned to your case, provide a detailed summary of the issue and troubleshooting steps you have already taken, and upload any supporting files.

    Note:

    You can upload up to three files with a maximum of 2 MB per file for a total of 6 MB. Acceptable file formats include jpg, png, doc, docx, pdf, zip, gif, bmp, txt (log files), and xml.

  6. The contact information fields are prefilled with the data from your Profile page. To change the contact information, select Create a new contact in the drop-down menu and fill in the correct contact details. Information about the submitter is also preserved in the case.

    Selecting Create a new contact
  7. To add secondary contact information, click the Alternate contact information tab.

    Clicking the Alternate contact information tab
  8. Make sure the contact information is correct. To change the prefilled Equipment physical address information, select the appropriate site from the drop-down menu or overwrite the address fields with the correct address and Company name.

    Making sure the contact information is correct
  9. A Personal Identification Number (PIN) code might be assigned to select support contract customers to allow special processing of support cases. In the PIN field, click the drop-down menu to select your PIN code.

    Clicking the drop-down menu in the PIN field to select your PIN code
  10. Confirm the Parts Shipping address, and then submit the case.

    • If the Parts shipping address is same as the Equipment physical address, click Submit case.

    • If parts are to be shipped to a different address, click Enter a new address for shipping parts, fill out the new address, and then click Submit case.

      Filling part shipping address

    A confirmation page displays that lists the case ID and other case details.

    Case successfully submitted page

Find an existing case and view details

Steps to find an existing case and view details in MyHPSupport.

  1. Click My Business Support, select Find an existing case, and then sign in to your account.

    If you are already signed in to your account, you can click Find an existing case on the home page.

    Selecting Find an existing case
  2. Type the case ID, and then click Go, or click the By Site/Product tab, type the product serial number, and then click Search cases.

    Only cases submitted by the account owner display.

    Note:

    If you search by the product serial number, all cases for that product display in the search results.

    Entering the case id, and then clicking Go

    You can also click the By Site/Product tab, type the product serial number, the case ID, or view all cases for the selected Site.

    Clicking the By Ste/product tab
  3. Click the case ID.

    The case details display.

    Clicking the case ID
  4. For more case details, click Expand all, and then click Case History, Parts and service, Case details, or Contact & equipment location information.

Actions on a case

Step to take action on a case.

Click the Update this case drop-down menu, select an action, and then click Go.

Updating a case

View, sort, and report case lists

Steps to view, sort, and report case lists.

The following case information is readily available to you as soon as you sign in to your account:

  • Recent cases: view of all cases created for this account

  • Recent chats: view of all chats created for this account

  • By company: view of all cases created for all sites associated with the company

  • Cases by Site/product: view and search cases by product serial number

  • Recent service orders: view of all service orders created for this account

  • Recent part orders: view of all part orders created for this account

  • Submitted by me: view of all cases submitted by the current user

  • My favorite cases: view of all cases marked as favorites by the current user

Note:

The checkbox Show cases created by me only can be used for each of the views and will limit the display to the cases created by the current user.

Finding an existing case
  1. To sort (ascending or descending) cases, click the text header for each column.

    Sorting the cases
  2. To create a report from My Views, click Export to Excel.

    Clicking Export to Excel

    The report downloads, and the file displays at the bottom of the Internet browser.

    Downloading the report
  3. Click the file to open the spreadsheet, and then save the file to the desired location.

Contracts and Warranties

Steps to view and edit contracts and warranties.

  1. Click Contracts and warranties.

    Clicking Contracts and warranties

    The My contracts and warranties screen displays.

  2. On the My contracts and warranties screen, you can view Service agreements (Contracts), Extended warranty (CarePacks), and Manufacturer warranty (Base warranties).

    Viewing contracts and warranties
  3. To remove a warranty, right-click the corresponding row, and then select Delete in the drop-down menu.

    Selecting Delete
Note:

Do not delete company contracts and warranties unless directed by the appropriate person in your company. Deleting company contracts and warranties deletes them for the entire company.

Company administrator capabilities

Company accounts are initially set up by HP Inc. To request an Administrator role, contact HP – refer to the Help page to find out how.

Click Profile and Settings.

Clicking Profile and Settings

Each company account must have at least one company administrator with the following capabilities:

  • View and change site addresses

  • Add new users

  • Give new or existing users admin capabilities

  • Activate or deactivate users

  • Bulk upload web support cases, contracts, and warranties