How do I change my company's Support Admin?

[Anonymous]

The person at my company in this role left, and now the Marketo forms on our site do not work and I am not permitted to create a case to seek help..

Thanks.

[Devraj_Grewal]

Brian,

In the top-menu, you will see "How Can We Help?" > My Cases > Manage Authorized Contacts. But if you do not have access, you won't be able to use it.

You can always email Support directly at support@marketo.com.

[Anonymous]

Thank you for your response, Devraj. However your answer describes the problem I am having. I do not have access to manage my authorized contacts and I am trying to receive this access.

Support has been unresponsive/auto-replies that they [somehow] do not have my email address therefore I am not permitted to contact them.

I called the direct sales line. Sales will always answer even when support won't. They are hopefully contacting our account rep.

[Devraj_Grewal]

Brian,

Maybe Janet Dulsky​ can help assign yourself as the new Support contact?

[Janet_Dulsky]

Brian Zimorowicz​, I've reached out to Mike Reynolds​ on our Support team and asked him to work with you to get your Support admin changed.

Thank you for your patience,

Janet

[Mike_Reynolds2]

Hi Brian Zimorowicz​,

Login access and Support Admin issues can be resolved by our Support Feedback team. They can be reached at supportfeedback@marketo.com.

Changing the Admin does need to be done by our Support Feedback team. However, just as a reference, the rest of the authorized contacts can be managed by the Support Admin: Manage Authorized Contacts in the Community - Marketo Docs - Product Docs

Hope that helps!

[Anonymous]

Hi Mike,

Thanks for your tip, but the reason I want to change my company's Support Admin is so I can create a support case for broken forms on our website.

I am not permitted to submit a case. I receive this error message:

You are not authorized to create the case for your company. If there is a need to adjust your list of support contacts, please contact your Marketo Support Admin

Our Marketo Support Admin left our company. I cannot change that role. I receive this error:

You do not have access to manage support contacts for your company. If there is a need to adjust your list of support contacts, please contact your Marketo Support Admin

I am not able to email support. I receive this error:

“The email address used to submit this case was not recognized as an Authorized Support Contact. “

[Mike_Reynolds2]

Brian Zimorowicz​

No problem. I can help you out!

Our Support Feedback team (supportfeedback@marketo.com) fixes up profiles. Looks like you're still getting the errors when trying to contact Support (support@marketo.com). That's just for reference. I reached out to our Support Feedback team and had them open up a ticket for you to fix the profile for you, so they should be contacting you directly pretty soon.

Thanks,

Mike

[Anonymous · Accepted solution]

I was able to track down my Customer Success Manager and they have given me access to create Support Cases.