Microsoft Senior Sales Excellence Manager - Eric Ligman

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How to retrieve license information when you forgot the email address linked to eOpen?

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How to retrieve license information when you forgot the email address linked to eOpen?

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I received a great question from a Partner today and it is one that I am sure other Partners have run into and probably did not know where to ask it or how to find the answer, so I thought I would post it here for everyone.  The question I receive is this:

“We have a client that has license in EOpen, but he does not know the email address used when it was registered. They are currently trying to look up their product keys to reinstall some software. Can you advise where we can go to help them out?”

Here are some options to help you in this situation:

  1. Have the client contact the Customer Support Center via VLSC by either email or phone with their License ID#.  Contact information for the Customer Support Centers is located online HERE.
    • The customer support representative can then pull up the administrators for the agreement.
      • For privacy reasons, if there is already an administrator on the agreement, they cannot reveal the name or contact details of that administrator, so they will direct the client to the Request Permissions page to send the administrator an automatic message to request a role on the License ID.
        • This will send an email to the listed administrator of the agreement, letting them know that someone is requesting access to the agreement online, which they can accept or reject.
      • If the administrator themselves is the one calling, then the customer service representative will be able to help them retrieve the email address associated with the agreement, or regain access to the agreement directly.
  2. The partner of record can also access the agreement online on Explore.ms, for those Partners that have access to Explore.ms

I hope this helps you better understand how to help your clients in this situation now and in the future.

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Thank you and have a wonderful day,

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Global Partner Experience Lead
Microsoft Worldwide Partner Group
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  • You have entered incorrect information and have been locked out of registration as a security measure. Please contact support.

    I'm one of those ones that apparently don't remember the email address, and I don't know the License ID either.

    I emailed support because the phone lines were tied up.

    Next time gang, have a better backup.

  • @ Susan - Was support able to help you when they replied to your email?

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