Now that One Identity has acquired OneLogin, you may have questions about how this affects you as a support customer. Below you can find answers to some frequently asked questions (FAQs).
On March 30 2022, OneLogin support will transition to using One Identity systems to deliver support.
Support will be provided by the same great OneLogin Support engineers, however there are a few changes related to support which are summarized below.
Tickets currently open and tickets which were closed on or after Jan 1, 2020 will be migrated to the One Identity systems.
All of your communication history in existing tickets will be transferred to the new system to ensure continuity of your support case.
Existing OneLogin ticket numbers starting with "CS" will now be pre-fixed with "ONL-CS". For example, Ticket number CS9900001 will now be ONL-CS9900001 in the One Identity system.
The One Identity ticket number format is a 7-digit number e.g. 0123456.
Support for Developers
OneLogin support for Developers will not change. You can access developer resources at OneLogin Developers Site and ask questions in StackOverflow
The OneLogin support portal https://support.onelogin.com offers the same great OneLogin content available 24x7. Using the support portal, customers can submit new support requests, update existing requests, view knowledge articles, view the OneLogin portal status/uptime metrics, download OneLogin related apps and more.
You can use the existing OneLogin support phone numbers in addition to One Identity phone numbers to contact Support and Customer Service teams.
For a full list of regional support hours and phone numbers, visit https://support.oneidentity.com/essentials/phone-number-listing
The existing email@example.com email address will be deactivated on March 30, 2022 from 6PM US PST. You will no longer be able to open new technical support tickets via email, however you can reply to email notifications with your ticket number in the email subject, in order to update your ticket.
OneLogin support hours will adjust to align with One Identity support hours below:
Americas: Monday – Friday 5:00am – 5:00pm Pacific Time
EMEA: Monday – Friday 8:00am – 6:30pm GMT (Greenwich Mean Time)
Asia Pacific: Monday – Friday 6:00am – 5:00pm GMT+8
Country Specific Support Hours
Australia / New Zealand: Monday – Friday 8:00am – 7:00pm AEST
India: Monday – Friday 3:30am – 2:30pm GMT+ 05:30
Japan: Monday – Friday 9:00am – 6:00pm GMT+9
Korea: Monday – Friday 7:00am – 6:00pm GMT+9
Thailand: Monday – Friday 5:00am – 4:00pm GMT+7
OneLogin OnePrime and OneVIP will align with One Identity 24x7 and Premier support respectively. Customers with OnePrime and OneVIP support level, will still receive support 24 hours per day depending on Severity.
For new issues, you may submit a service request to the Technical Support team via the Submit Service Request page.
If you have a Severity 1 Critical business impact issue, please call Customer Service for service request creation or escalation.
You may also call Customer Service.
For existing service requests, you can
To ensure an exceptional support experience, we do not allow emails to firstname.lastname@example.org to create new service requests. Instead please use the following resources:
For Service Request creation or management review the How can I contact Technical Support section above.
For license assistance
Please contact our License Administration team by visiting https://support.oneidentity.com/contact-us/licensing
For sales inquiries
Visit us at https://www.oneidentity.com/contact-sales/
For Support Maintenance inquires
Visit us at https://support.oneidentity.com/contact-us/renewals
For Training inquires
Visit One Identity University at OneLogin Training Launchpad
For general inquiries
Please contact our Customer service team at https://support.onelogin.com/contact-support or email email@example.com
The existing OneLogin support portal has been replaced with a new support portal specifically for the OneLogin product. The new portal provides the same great content and additional functionality of the One Identity support portal.
As a OneLogin Account Owner or user with "Super user" privileges, you can login to your OneLogin app at https://<YourDomain>.onelogin.com or https://app.onelogin.com/login and will be signed-in using SSO into the OneLogin support site when clicking the Support link from your profile drop-down menu.
Prior to creating a Service Request, you may want to review these helpful tips
Service Requests are available for the past 2 years on the Support Portal in the “My Service Requests” section of the support portal. You can re-open Service Requests that have been closed within 30 days of the close date. If you attempt to re-open a closed service request after 30 days, a new service request is created with a link to the original Service Request. You have the ability to re-open your closed service request from the My Service Request section of the Support Portal.
To see all Service Requests select the Search By Filter Status and click on Select All and then click on the blue “Go Search Button.
Your existing open cases will be handled by same the support engineer working on your case. You will receive an email for each open case which you can update by replying to the email message.
Support emails will come from firstname.lastname@example.org. Please add this email address to your email whitelist rules to ensure email updates from your case are not identified as SPAM in your email environment.
You can also log into the OneLogin support portal to access and update your open and closed cases (Closed within the last 2 years) from the My Service Requests page.
No, existing OneLogin customers will continue to leverage single sign-on to a new OneLogin support portal from their OneLogin app subdomain.
For One Identity products (except OneLogin), you will need to continue to use your One Identity login credentials.
You can create a Support Portal login at https://support.oneidentity.com/account/registersupportuser or contact Customer Service and select "Register for Support" or you may call Customer Service using one of the numbers listed in the Phone Number Listing page.
Existing customers under valid maintenance of OneLogin will now be serviced as defined under our service offerings page on our One Identity Support portal.
|OneLogin Support Level||New One Identity Support Level|
Support Hours will change to the following:
North America: 5am - 5pm (Pacific Time)
Europe: 8:00am - 6:30pm (Greenwich Mean Time)
New Response Time SLAs *Excludes weekends and holidays
OnePlus (Starter) /
|Level 1||1 Hour*||1 Hour*||30 Minutes|
|Level 2||2 Hours*||2 Hours*||1 Hour*|
|Level 3||4 Hours*||4 Hours*||2 Hours*|
|Level 4||1 Business Day||1 Business Day||4 Hours*|
The Service Request process is explained under the Managing Service Request | Service Request Process of the Support Guide and is detailed below.
We assign a unique service request number (in the format of "SR Number”) to all requests for assistance. These service request numbers allow us to prioritize and track all service requests through resolution, and allow you to get a status update of your service request via our support portal.
All service requests are assigned a severity level, and are placed in a queue to be processed by the next available Support Engineer. A Support Engineer takes ownership of your service request and sees it through to successful resolution.
The Support Engineer will contact you, gather any additional information needed, and will investigate to determine the proper course of action. This may require the engineer to re-create the issue, work with our development team, and help you with configuration of the software.
If the Support Engineer and development team determine that the issue is a product defect, a defect ID and priority level will be assigned to the issue. If the defect is a high priority and a hotfix is planned, the Support Engineer will notify you of its availability.
Service Requests remain open until you are satisfied that the issue has been resolved. Exceptions to this policy apply to Service Requests for product enhancements and product defects. You can also close service requests via the My Service Requests section.
You can re-open Service Requests that have been closed within 30 days of the close date. If you attempt to re-open a closed service request after 30 days, a new service request is created with a link to the original Service Request. You have the ability to re-open your closed service request from the My Service Requests section of the Support Portal.
Our goal is to resolve all Service Requests in a satisfactory and timely manner; however, we realize that some situations may require increased attention and focus within the Support team. You can raise the severity of a Service Request, through the online Service Request tool, or call us and request to speak with a Support Manager.
Upon your request, the Support Manager will evaluate the service request and create an action plan. If you are not satisfied with the plan or with the progress of the case after the plan has been implemented, you may contact the Director of Technical Support, who will review the service request with the Support Manager and determine if different or additional actions are required.
On the Support Portal files up to 1 GB may be uploaded to the Service Request. During Service Request creation, click on the “+add attachment” link. To add files after Service Request creation, go to My Service Requests and click on the Service Request hyperlink title. The Service Request opens and then click on the “+add attachment” link.
Your technical support engineer is informed of the new file added and will review and respond.
To upload files larger than 1 GB, please contact your Technical Support Engineer and request assistance in uploading a large file.
The preferred method of managing support users is to add users to your OneLogin app with "Super User" privileges. Only 5 "Super Users" can be added to each OneLogin subdomain.
Super Users added to your OneLogin app will be registered with the OneLogin support portal for single sign-on.
The support guide provides an overview of One Identity support policies & services. You can find the support guide here or on the Support Portal home page under the Support Essentials section.
The One Identity Product Life Cycle & Policies are located in the OneLogin Product Support page under the Product Life Cycle & Policies tab.
On the Support Portal home page under the Self-Service Tools section of the left navigation menu, click the “Knowledge Base” link
If you are interested in submitting product enhancement requests, you can do so by adding your idea in the OneLogin Product Ideas portal which can be found under the OneLogin Developers Support site.
Product Management will review the open enhancement requests on a periodic basis and consider them for inclusion in a future product release. Product enhancements will not be considered or implemented in current or prior product releases. There is no guarantee that a specific enhancement request will be implemented in a future version of our product. It is at One Identity’s discretion if a certain enhancement will be offered for an additional charge or as a chargeable option.
You can submit a vulnerability by sending an email to the addresses listed on the OneLogin security page. The following additional resources help explain OneLogin’s vulnerability reporting program.