How to: Access Support using the new Identity

Overview is rolling out a unified single sign-on (SSO) service called the Identity. This service allows you to access Documentation, Support, Community, and your licensed applications from a single account. 

Access to Support switched to platform authentication on 18 Oct 2022. Because many of you will not yet have one of the new Identities, we built a Login Helper. The helper will let you check to see if you have a Identity. You can access support directly using your existing support-specific account if you don't have a Identity.

If you have issues signing in, please email

For more information on the Platform, please see below the full announcement sent out in September 2022.

Logging in to Support

Access methods

  • Select Help > Support from Corporate Website
  • Select Contact Us > support portal from Corporate Website
  • Select the Support link from the platform
  • Browse to and select Sign in
  • Existing link or bookmark

Login Helper

  1. To check whether you have a Identity, enter your company email address and click Next
  2. The login helper will check to see if you have a Identity
  3. If you don't have a Identity, you make a mistake, or the email domain is not yet known to us, you will see the following error:
  4. If your email domain is configured but not your own account, you'll see the following dialog:
  5. You have the option to self-register, or you skip this by going to step 6. See Self-Registration Option below if you want to register.
  6. If you don't yet have a Identity, you can bypass the platform SSO by clicking Don't have a Identity?
  7. You will be redirected to a simple login using your existing support-specific account
  8. If you receive an error saying the Email address / password combination is incorrect, verify that you typed them correctly
  9. If you still receive the error, click the get a new password link
  10. You will receive an email with a link to reset your password. Please check your junk folder if you don't see it.
  11. Follow the instructions to reset your password and then try to sign in again.
  12. If you continue to have issues, please email, and we'll troubleshoot it with you.

Self-Registration Option

If you don't have a Identity, but your corporate email domain is recognized, you can use the following steps to self-register.

  1. Click Please register for a Identity
  2. Verify your email address is correct
  3. Check to agree to Website Terms of Use and Privacy Policy
  4. Click Register
  5. Check your email for a message from
  6. In the email message, click Verify email address
    Note: If you don't see the message, please check your Junk folder
  7. On the User Registration screen, please enter the following:
    1. Username (same as email address)
    2. First name
    3. Last name
    4. Password
      Note: Password requires at least one special character
  8. Click Register User
  9. At the User Registered screen, click Sign In
  10. You can now log in with your Identity


Microsoft and Google logins

If you used the Microsoft or Google login to Support, this is no longer enabled. You will likely need to reset your support password. Please follow Steps 7-10 above.

Browser Cookies

The Support Portal requires that cookies be enabled. For steps to allow cookies for Google Chrome and Microsoft Edge, please see How to: Enable browser cookies for the Support Portal.

Text of the Platform Announcement

As we continue to unify across our platform, we are pleased to announce a limited release of the Platform’s new unified single sign-on (SSO) service. This service will be initially rolled out to Continuous Testing and Intelligence customers over the next few months. However, all users of our products will be able to start using this service right away to access Documentation and Support Services.
Our remaining products and their users will have the option to migrate to this SSO service in the next phase of the rollout.

Wondering how it will work? Platform’s unified single sign-on service will provide a seamless login experience across the entire ecosystem by:

  • Leveraging our customer's own existing SSO infrastructure to securely authenticate their users and to seamlessly log in to services using their existing corporate credentials.
  • Acting as a bridge between a company's identity provider (e.g. Okta, Azure AD) and their product(s), the Platform will grant access to those products based on user data that already exists in the identity provider, thus alleviating the need for unique credentials for each product.
  • Consolidating user access across's documentation, support, and community portals.
  • Enhancing user experience by eliminating the need to remember multiple usernames and passwords to interact with through all channels or repeat logins when moving across different products in their enterprise.

We invite you to review this quick Platform how-to video for further details:

If you have any further questions or concerns on this matter, please reach out directly to your contact or send us an email to

The Platform Product Team


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