An example of IBM Cloud support at work

IBM Cloud® support experts helped a home appliance manufacturer incorporate smart applications into their catalog to triple cloud workloads with no hiccups.

What clients are saying

“IBM is the best!”

“Support is really good, and you have chat support and people helping for everything you need! It offers a variety of configurations and operating systems for all needs. It offers great add-ons and integrations.”

“You guys are great!”

“Uptime of the servers, and when there is downtime then you guys always notify me of the downtime and the issue. Customer support is always perfect. Flexibility when I need to add better processors, or more memory, etc.”

“IBM optimized our company's activity”

“Absolutely superb availability. Ease and efficiency of technical support. A set of workable and immediate alternatives.”

Read more IBM Cloud reviews on TrustRadius

IBM Cloud — three plans, one integrated experience

Get started quickly

Simplify adoption and increase time-to-value with our 24x7 self-help technical support available for all accounts, including Lite. Support is available through an active, online and open source knowledge community driven by IBM developers and technicians.

Grow with integrated support

IBM is dedicated to your success. Billable accounts are eligible for integrated technical support that provides rapid response times and unlimited 24x7 support by phone, chat and case creation. Support experts strive to give every client clear issue analysis and prompt solutions.

Experience enterprise grade support

Complex enterprises deserve simplified support, too. For time-sensitive issues, Advanced support provides prioritized ticket handling. Premium support lets technical account managers align support services with your business goals and resolve issues on your behalf.

IBM Cloud – three plans, one integrated experience

Basic support

Basic business protection included with your IBM Cloud subscription or pay-as-you-go account.

Included with cloud entitlement

Advanced support

Prioritized case handling and a support experience aligned with your business needs.

Starting at USD 200 per month

Premium support

Client engagement aligned with your business outcomes to accelerate time to value.

Starting at USD 10,000 per month

Free support resources and communities

Connect, learn, share and use IBM Cloud products to their full potential for your applications.

Browse IBM Cloud documentation

Check IBM Cloud uptime status

Explore the IBM Developer community

Join the public cloud community

Get help from pro developers

Watch IBM Cloud demonstrations

Create an IBM Cloud support case

Whether you’re having trouble logging into your IBM Cloud console or just want to make a change to your billing details, you can create or escalate an IBM Cloud service case for account, login and billing requests.

Frequently asked questions

How do I reset my password?

To reset your account password, go to the Avatar icon > Profile and settings. Then click Change or reset from the Account user information tile.

To reset your VPN password, complete the following steps:

  • Go to Manage > Access (IAM) and select Users
  • Select the user
  • From the VPN subnets section, click the Edit icon to enter a new VPN password
  • Click Apply

How do I change the name or IBMid in my profile?

You can change your personal information such as name, email or phone number by going to the Avatar icon > Profile and settings. You can’t change your IBMid, but you can create a new one if appropriate. The IBMid worldwide help desk is available to help with general ID questions that aren’t specific to your IBM Cloud account.

How do I upgrade or convert my account type?

If you have a Pay-As-You-Go or Subscription account, you can view your invoice by clicking Manage > Billing and usage and selecting Invoices. Outside of the console, you can also view invoices on the Customer Support Invoices site.

How do I find out what I have access to?

Go to Manage > Access (IAM) and select your name on the Users page. Then, depending on the access you’re looking for, open the different tabs:

  • To see what access you have through the access groups you are assigned, select Access groups
  • To see IAM access policies assigned to you, select the Access policies
  • To see your Cloud Foundry access for all orgs and spaces, select Cloud Foundry access

How do I update my credit card?

Updating your credit card is just like adding a new one. Go to Payments, and in the Add Payment Method section, enter the billing information for your new card, then click Add credit card. To switch to a different payment method, select Pay with Other and then click Submit change request. A support case to change your payment method will be created for you.

How do I apply a promotional feature code?

For educational initiatives or special events, you may receive a feature code, which adds extra capabilities to Lite accounts. To redeem this promo code, go to Account settings, and click Apply code.

For infrastructure purchases, you might receive a promo code from the sales team to get a discount on your order. Enter these infrastructure-specific promo codes in the customer portal at checkout.

Where can I access my invoice?

If you have a pay as you go or subscription account, you can view your invoice by clicking Manage > Billing and usage and selecting Invoices. Outside of the console, you can also view invoices on the Customer Support Invoices site. Lite accounts don't have invoices because you're never charged for Lite plan usage.

Why is my account deactivated?

Your account might be deactivated for the following reasons:

  • For trial accounts, the trial period ended. To reactivate your account, log in and upgrade it to a pay as you go account. It might take a few days to fully reactivate.
  • An authorized user canceled the account
  • The account is suspended. At the discretion of IBM, accounts that violate the acceptable usage behaviors of the IBM Cloud services can be disabled without notice. Some services can be restored if users correct their usage behaviors after they're notified of the offensive action.

If you believe that your account was deactivated in error, contact support by calling 1-866-325-0045 and selecting the third option.

What’s a Lite pricing plan for services?

A Lite plan is a free quota-based service plan. You can use a service Lite plan to build an app without incurring any charges. A Lite plan might be offered on a monthly cycle that is renewed each month or on a one-off usage basis. You can have one instance per Lite plan service. Lite pricing plans are offered in all accounts. For more information about Lite accounts, see Account types.

How do I get support in the console?

Click Support in the console menu bar to access the Support Center. From there, start with leveraging the list of common FAQs. If you don't find the answers that you need, see the Need more help? section to contact IBM Cloud support.

Don’t see your question here?

The IBM Cloud community has the answers you need. Connect and learn today.