1. Go to DNN Support.
2. Click on Sign in on the top right corner.
   
   
3. From the Sign in page, enter your Email and Password.
   
   

If you can not recall your password, please use the Forgot my password or Get a password option to request a new one.

After you log in to Support Portal, the first page you will see is the Support Landing page where you need to select a category.

Right after your selection, you will see the Category page where you can search or explore our Knowledgebase to find the answers to the most frequently asked questions.

We highly recommend that you explore our Knowledgebase before you submit a ticket.

You may submit a ticket by clicking on the Submit a request button.

Steps to Submit a Request

After you select a Submit a Request, you can fill in the form and submit a ticket.

CC: Add any emails that you would like to be CC'd on the ticket.

Subject: Subject title of the ticket.

Description: You will need to describe your issue to the best of your ability, it is advised to provide as much information as you can so that our Support team can efficiently resolve your issue.

Priority: Set the urgency of this issue. If you believe you are facing a critical issue such as a complete outage or a core functionality defect where the core functionality is completely unusable, you can set the priority to Critical (Severity 1). 

Note: For more detailed information on Sev-1 issues, how you can receive support, and alternative methods of contacting DNN support, please refer to Contacting Customer Support (Including Severity 1 Issues).

DNN Components: Set the most relevant component your issue falls under.

DNN Site URL: Your DNN public-facing URL.

Attachments: Upload any screenshots, log files or relevant data here.

On the My activities page, you can find information regarding your requests, requests where you are CC'd on, Contributions and Followings.

On the My requests page, you can see all your tickets and take action if needed.

• You can escalate a ticket for various reasons like urgency, resolution time, the resolution provided, etc.
• Escalating a ticket sends notifications to the Support Manager and other key people in the organization.
• Ticket Escalation may be done in two ways:
  
  
  • Escalate a ticket from the My Requests page.
    
    
  • Escalate a ticket from the Ticket page.
    
    

If the status of your ticket is SOLVED or CLOSED, you will see an option to Reopen the ticket. After you reopen the ticket, you will be redirected to the Ticket Submission form.

The Status field indicates the overall status of the ticket. Please see the list below for an explanation of the different status values.