Zyxel Support Portal - How to contact technical support

This article gives a clear and simple guide on how to use the Support Portal. It explains how to create and manage support tickets, check your warranty, and start warranty actions for RMA devices.

When you create a MyZyxel account, you get easy access to all Zyxel services — MyZyxel.com, support.zyxel.com, and nebula.zyxel.com. If you already have a MyZyxel.com account, you can use the same login details for support.zyxel.com.

How to Create Your Zyxel Account

If you are having problems with your device, you can go to “Contact Us”

Phone Support – Available only for business users. You can learn how to become a partner at the link: Register For The Zyxel Partner Now!

Contact Sales / Pre-Sales – The sales team can assist with purchase-related questions and basic product information. For any technical issues, please contact the technical support team.

Submit request – The main way to reach technical support or submit an RMA request. You can open a ticket for consultation, troubleshooting, or specific issues. Two request types are available: Support and RMA.

Important: Submit an RMA request only if you are sure that your device is defective and still under warranty. If you are uncertain, open a standard support ticket first — our specialists will help you test the device and determine whether an RMA is required. For a detailed, step-by-step explanation of how to request an RMA, please refer to the dedicated article: “Complete Guide to Zyxel RMA: How to Check Warranty and Request a Replacement.”

Using the Warranty Checker and Submitting a Support Request

Enter the Serial Number - In the warranty check field, type the serial number of your device and click Check. The system will display the warranty expiration date, model name, and important regional notes about warranty applicability.

Important: Entering a serial number is not required for service-related or general technical questions. However, if your request concerns a specific device, please provide its serial number so our team can assist you accurately.

Once the warranty has been verified, click the Check and Continue button to proceed. You will be redirected to the main support request page, where you can choose the type of assistance you require.

Submit Request - After verifying the warranty, click Submit request to continue. This button leads you to the main support request interface where you can choose the type of assistance you need. 

Select "Submit a Ticket" - To contact technical support, choose the Support option. Here you can open a regular support ticket for troubleshooting, diagnostics, or general assistance.
 

Next, please, fill in all the fields of the form, describing in detail the problem you encountered or the question you are interested in.

После заполенения формы Вы будете перенапрвлены на страницу где увидите свой новооткрытый тике и другие данные по тикуту, так же тут вы можете вести дальнейшую, переписку , видить стату тикета, ответы тех поддержки.....

Статусы заявки

	Open - indicates a ticket has been assigned to an agent and is in progress. It is waiting for action by the agent. You can view all open tickets using the Open Tickets view.
	Awaiting your reply - indicates the agent is waiting for more information from the requester. You can view all tickets using the "Awaiting your reply"  view. When the requester responds and a new comment is added, the ticket status is automatically reset to "Open".
	Solved - This status is unique as it can be set either manually or automatically under the following circumstances:

Ticket Closure and Solved Status:

• If a helpful article is found in the suggested list while creating a ticket, and you close the ticket, it will automatically be marked as "Solved."
• If a ticket is in the "Awaiting your reply" status for a long time without a response from the applicant, it will also be automatically marked as "Solved."
• Support staff can manually mark a ticket as "Solved" once no further assistance is needed.

Accidental Ticket Closure:

• If a support staff member accidentally closes a ticket, you can send a message within the ticket, and it will be reopened automatically.

How can I find my tickets in the Zyxel Support Portal?

• You can track and access your support requests by clicking your profile icon in our Support Service Center on the upper-right side of any Help Center page, and then click "My activities"

• You can find all your support requests under "My Account" > "My Activities." To reply to a ticket, scroll down and click "add to the conversation. You'll also receive an email notification when there is a response, so you don't need to check manually.

Troubleshooting Portal Issues:

• Browser Compatibility: Ensure you're using one of the supported browsers (Chrome, Firefox, Safari, or Edge).
• Update Browser: Make sure your browser is up to date, and if problems persist, try using a different, up-to-date browser.
• Clear Cache: Clearing the cache and restarting your browser may resolve issues with the portal.