Zyxel Support Portal - How to contact technical support

This article provides a clear and simple guide to using the Zyxel Support Portal. It explains how to create and manage support tickets, check your product warranty, and submit warranty requests for RMA devices.

When you create a MyZyxel account, you gain access to Zyxel's support ecosystem, including MyZyxel.com, support.zyxel.com, and Nebula Control Center (NCC). If you already have a MyZyxel account, you can use the same credentials to sign in to the Support Portal.

How to Create Your Zyxel Account

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

Phone Support – Available for registered Zyxel Partners. If you are not yet a partner, you can join the Zyxel Partner Program here: 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.”

Before You Submit a Support Request

Before submitting your support request, it is helpful to understand how your case will be handled.

Every support request is first assigned to your local Zyxel Customer Service Organization (CSO), where experienced technical support engineers review and investigate the reported issue.

Most support requests are resolved directly by the local support team. When additional product analysis or engineering involvement is required, the case is coordinated with Zyxel Headquarters (HQ) for further investigation. This collaborative approach supports activities such as product behavior analysis, firmware improvements, bug verification, feature evaluation, and other engineering-related activities when necessary.

Throughout the entire process, your local CSO remains your primary point of contact, provides regular updates on your case, and communicates all recommendations and resolutions.

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.

• If no warranty expiration message is shown, your device is still covered by the standard Zyxel warranty and you can continue with the warranty service request.

If the message "Your product warranty has ended" is displayed, the system indicates that the device is no longer covered by the standard warranty.

Note: If you believe your device is still under warranty but the portal shows that the warranty has expired, you can still submit a support request. Our support team will review your case and may ask you to provide proof of purchase (such as an invoice) or other relevant documents to verify the warranty status. If the warranty is confirmed, your request will be processed accordingly.

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.