Account Management is used by your Primary Contact and designated Secondary Contacts to grant PAO access and assign roles, application permission and use privileges for your Passport Advantage Site.

Use the links below to learn more about key Account Management tasks.


Account management is used to:

  • Update contacts – enables you to keep your company’s contact information accurate. Updating these contacts helps ensure that the correct person receives the information they need based on user type, role and privileges.
  • Manage access – enables Primary and Secondary contacts to add new users, grant or deny user requests for access, change or delete user access and privileges
  • Self-nominations – enables PAO users to request access to additional Sites (where they exist). Self-nominations are reviewed, approved or denied by the Primary Contact of the Site to which a user requests access.

Contact updates

Accurate and up-to-date contact information is essential to the security and usability of your PAO site. It helps ensure that others within your organization receive communications that alert them to:

  • Changes to the tools, such as Passport Advantage Online, that support the Passport Advantage program
  • Upcoming renewal quotes for your IBM Software Subscription and Support
  • The availability of new versions or releases of your IBM Software products under active IBM Software Subscription and Support

Note: Only the Primary Contact and Secondary Contacts are given access to the contact update application.

If you are the Site Primary, you may want to set a calendar reminder each month to review this crucial information.

How to update contact information in PAO

  • Sign in to Passport Advantage Online.
  • Select ‘Account Management’ then choose  ‘Contact update.’
  • Review and update information (as needed) all contacts. Mandatory fields are marked with an asterisk.
    1. First and last name
    2. Telephone #
    3. Email
    4. Address
    5. City
    6. State / Province
    7. Postal / Zip code
  • Use checkboxes to indicate contact type
    1. Administrative / Proof of entitlement contact
    2. Software Subscription and Support renewal contact
    3. Software Subscription and Support media shipping contact
    4. Billing contact
  • Click Save or cancel

    Note: Updates only take effect when you click 'save.'

  • Press the ‘Continue’ button at the bottom of the Contact update page to submit. (You will be asked to identify yourself before submitting.)

Please note that making a change to the email address for any of the contacts does not change the email address for product upgrade eNotifications. Users who elect to subscribe to eNotifications must go to ‘Software download & media access’ & ‘Set my preferences,’  to update their email address. 

If you have questions about updating your Contact information, please contact eCustomer Care.

Manage access

Available from within Account Management, Manage Access allows Primary and designated Second Contacts to:

  • Change or delete user access
  • Approve or reject user access requests
  • Add new users

Decisions made here ensure the security and the usability of your Passport Advantage Site.

Watch this two-part video to understand why.

  • Part I: Access management governs what others in your organization can do see and do within PAO and helps ensure the security of your online data. This is where your Site Primary Contact and Secondary Contacts add and delete users, assign roles and grant specific use privileges.
  • Part II: Contact updates walks through the steps required to maintain accurate contact information. While updating contact information is largely the responsibility of the Site Primary and any Secondary Contacts, all PAO users should understand its importance.

Account Management: contact updates and access management (04:13)

How to add users, approve access requests, change or delete user access

Add users

  • Sign in to Passport Advantage Online.
  • Select ‘Account Management.' then choose ‘Contact update.’
  • Enter all required for each user you wish to add. Mandatory fields are marked with an asterisk.
  • Assign each new user a role, application permissions and privileges and click submit or cancel.

We recommend you add at least one secondary contact to help update information and manage access when the Site Primary is not available. To do this, check ‘Secondary contact’ in the ‘Select role’ field. Select ‘Update’ under Account Management privileges and click Submit.

Approve or reject user access requests

  • On the Manage Access Screen, select “approve or reject user access requests”. Note: The steps to approve or reject user access requests are similar to the steps required to change or delete user access.
  • Start by selecting a user.
  • Review the user information.
  • Review requested role and privileges .
  • And when you’re done, click ‘grant access,’ ‘deny access,’ or ‘cancel.’

Change or delete user access

  • On the Manage Access Screen, select ‘change or delete user access.’
  • Expand the ‘Find users and download report’ option or search for a specific user.
  • For each user you select, review and update user information as needed.
  • Select or change a role. Note: Within PAO there are three defined roles.
    1. A Primary Contact. There is only one per Site.
    2. Secondary Contacts (up to 4) who assist the Primary with a variety of Account Management responsibilities Users. There are no limits to the number of users you can add.
    3. User. You may provide access to an unlimited number of users.
  • Select applications and tools to which the user should have access and assign privileges.
Application & tool access Tool privileges
Software and services tool access
  • None
  • Software downloads only
  • Software download and media access only
  • Software download, media access, quotes, product catalogs and license renewals
Reporting None | View
Entitlements: Entitlement inventory and deployments None | View | Update
Account Management*
Manage access None | View | Update
Contact updates None | View | Update
Account related documents None | View

Note: Some users may need view access only, while others may need update access. In some instances, a user may not require access to specific privileges.

  • When you’re done, select “submit,” “cancel,” or “delete user.”

If you have questions concerning Managing Access, please contact eCustomer Care.

or requests for access

Self-nominations (requests for PAO access) are submitted by others within your organization when they try to sign in to your PAO Site for the first time.

Self-nominations can also be made from within PAO by users who need access to more than one Passport Advantage / Passport Advantage Express Site.

Only the Primary and authorized Secondary Contacts may grant or deny Self-nomination access requests.

If you are a Primary (or Secondary) Contact, you can grant or deny a user’s access request by clicking on the ‘select’ button for the user making the request. An editable ‘Business Justification’ field enables you to modify information entered by the applicant in the ‘Self-nomination’ process. This functionality is particularly helpful when there are two or more applicants with the same name or when the number of applicants who have requested or previously been granted access to PAO is extremely long.

  • If you opt to grant the user access to PA Online, select user type and access privileges and press the ‘Grant access’ button. An email is generated to notify the new user that they are now authorized to access PA Online with their IBMid and password.
  • If you opt to deny access, press the ‘Deny access’ button, provide a reason for the rejection and an email is generated to notify the requestor.
  • You can also set up an additional user without the user having to submit a Self-nomination request.

Need Assistance? Contact your local eCustomer Care team