Transferring Zyxel Licenses During an RMA: What You Need to Know and How to Request the Transfer

When a device is replaced through the RMA process, you may need to transfer licenses from the old device to the new one. Some Zyxel licenses can be transferred by the user, while others—especially those associated with security devices—require assistance from Zyxel Technical Support.

This article explains which licenses you can transfer yourself, which licenses Zyxel can transfer for you during an RMA, and how to correctly request the transfer when creating an RMA ticket.

Licenses You Can Transfer Yourself

Some Zyxel licenses, particularly cloud-based ones, are not tied to a hardware serial number and can be transferred directly by the user through Nebula, MyZyxel, or Circle.

Examples of licenses you can transfer on your own:

• Nebula Plus Pack

• Nebula Pro Pack 

• Other Nebula licenses (depending on the subscription model)

For a complete and detailed guide on managing Zyxel licenses, see:
👉Zyxel Complete guide to managing Zyxel licenses through cloud platforms - Nebula, Zyxel Circle, MyZyxelPortal and the Marketplace

Licenses That Cannot Be Transferred Manually

For security appliances (Firewall Series), many licenses come as bundle packages and are tightly bound to the device’s serial number. These cannot be transferred manually by the user.

Examples include:

• UTM Pack

• Gold Pack

• AP License (when part of a bundle)

• CNP Services

• Other Add-On and Bundle Licenses included with ATP / USG FLEX / USG devices

In these cases, Zyxel will assist with transferring the licenses during the RMA process.

RMA Scenario: Zyxel Will Transfer Your Licenses for You

👉 Complete Guide to Zyxel RMA: How to Check Warranty and Request a Replacement

When submitting an RMA request, you can ask Zyxel to perform the license transfer on your behalf. The RMA form includes a dedicated option:

“Would you like Zyxel to transfer your license during the RMA process?”

When you select this option, Zyxel provides a License Transfer Service for products registered on MyZyxel that have:

• Add-On Licenses

• Bundle Licenses

• Packages such as UTM Pack, Gold Pack, AP License, CNP Services, and more

If your device belongs to the Firewall Series or contains bound licenses, we highly recommend enabling this option so that Zyxel can handle the transfer for you.

Why You Should Indicate License Transfer Directly in the RMA Form

By checking the box “Would you like Zyxel to transfer your license…”:

1. Technical Support immediately sees that you need a license transfer.

2. This accelerates the RMA process, as you won’t need to open a separate ticket.

3. The team can prepare the necessary steps in advance based on the licenses registered to your device.

How the License Transfer Works During an RMA

It is important to understand that Zyxel does not transfer licenses automatically the moment the RMA is created. This is intentional, so that:

• your old device does not lose its licenses while you still need it,

• the transfer happens at the right time,

• you confirm that you are ready and have received your replacement device.

The process works as follows:

1. You create the RMA and check the option to request a license transfer.

2. Zyxel Support is notified that a transfer will be needed.

3. After you receive your replacement device, you confirm its serial number.

4. Only then will Zyxel transfer the licenses, after coordinating the timing with you.

This ensures a smooth and seamless transition without unexpected service interruptions.

If You Are in a Trade-In Program or Have a Special Case

If your situation involves:

• a Trade-In program,

• bundle license transfer outside of RMA,

• any scenario where manual user transfer is not possible,

• errors during self-managed license transfer,

simply create a ticket with Zyxel Technical Support. The team will help transfer the licenses manually.

Conclusion

In RMA scenarios, Zyxel offers a convenient License Transfer Service, especially for licenses that cannot be transferred by the user. All you need to do is select the appropriate option in the RMA form, and the Zyxel team will assist you once your replacement device has arrived.

If you are unsure whether your license can be transferred manually or you require assistance with the process, feel free to create a support ticket — we are always happy to help.