IBM Support

How can we change the Primary Contact for our IBM Account/Site?

How To


Summary

We need access to Passport Advantage for software downloads, proof of entitlements, and account management.
The Primary contact registered on our IBM Account in PassportAdvantage is no longer correct. The person is in a different role, or left the company. How do we update the Primary Contact? How do we give access to other roles such as the Site Technical Contact.

Objective

When the new Primary Contact will be registrered, access will be granted to Passport Advantage features such as downloads and account management.   Account management will allow other employees to be approved for access to Passport Advantage.
See this article for approving access to other roles such as the Site Technical Contact.
Also, the Primary Contact for SPSS Customers will automatically become license key administrator in the SPSS License Key Center.

Steps

The request for an update of the Primary Contact information needs to be initiated by the customer, via an email to the eCustomerCare team. This team is handling all questions around Passport Advantage.   Below a list of the email addresses of the local eCare teams:
North America, Latin America
paonline@us.ibm.com

Asia Pacific (includes India, China, Australia)
apecare@sg.ibm.com

Japan
paonline@jp.ibm.com

Europe, Middle East, Africa
palogin@ie.ibm.com
 
Detailed contact information including local phone numbers can be found on the Passport Advantage Online - Need Assistance page
Follow the below steps to prepare your email request for the Primary Contact update:

1. The change request must be sent by the current Primary Company Contact (PCC) for the site

Or

If the current Primary Contact no longer works for the company,  a manager from within your company/organisation can request a change.
  • Detail the reason for the change: E.g. "no longer works for the company"
  • Email address should have the company email domain (e.g. @mycompany.com)
  • The manager job title should be in the signature and should contain the word "manager" (e.g.  IT Manager)
2. Complete the below template
New Primary Contact
Contact Details
Site  number
Name
e-Mail address
telephone number
EXAMPLE:
From: jane.doe@mycompany.com
To: palogin@ie.ibm.com
Subject:  primary contact update for account 0001234567
Dear support,
Our primary contact has left the company.
Can you please update the primary contact information as mentioned below
New Primary Contact
Contact Details
Site  number
0001234567
Name
John Doe
e-Mail address
john.doe@mycompany.com
telephone number
+3212345678
Kind regards
Jane Doe
IT Manager
jane.doe@mycompany.com
xxxx-xxxx-xxxx
3.  Send the email
You can expect a response within 24 hours (on weekdays)

Document Location

Worldwide

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Document Information

Modified date:
17 June 2020

UID

ibm16233898