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Answers to Common Subscription Questions

Updated 2021-09-17T04:50:42+00:00

Table of Contents

Purchasing and Renewing Subscriptions

How can I get an invoice for my purchase?

If you purchased your subscription online, contact Customer Service. We can provide you with an invoice for your online purchase. If you purchased a subscription through a vendor, contact the vendor for an invoice of your purchase.

I purchased a subscription online, but the Webstore said it needed my approval for the purchase. What do I do?

  1. Contact Customer Service.
    1. Request an Order Approval Email.
    2. When you receive the email, click the link provided to approve the order.
    • Once your order is released, you receive a Fulfillment Notification.
    • In the meantime, you still have access to your subscription, can access Knowledgebase Articles, and can register your system.

I purchased a subscription from a third party, how do I activate my subscription in Red Hat Subscription Management?

  1. Log in to the Customer Portal
  2. Go to Subscription Activation tool
  3. Locate your subscription activation number found in your email receipt from Red Hat Customer Support or on the Red Hat Installation Card accompanying your software.
  4. Activate your subscription to gain access to updates and support.
    Note: Subscriptions purchased directly from Red Hat in North America or via redhat.com do not require activation.

I do not have 16 digit subscription activation number to active the subscription. Where can I get the 16 digit subscription activation number?

  • 16 digit subscription activation number is for activating subscriptions purchased from a hardware vendor(OEM)
  • For subscriptions purchased directly from Red Hat/through reseller, no 16 digit subscription activation number will be provided as subscription activation is not required for these subscriptions. Customer will receive Order Fulfillment Notice email with purchased subscription details like account number, contract number, product name, service dates...etc.
  • If you have newly purchased subscription through HPE, HPE usually send you an email with Entitlement Order Number (EON). Please follow the instructions in the email from HPE to retrieve 16 digit subscription activation number from HPE website
  • Several other OEMs also have their own licensing portal to retrieve 16 digit subscription activation number. Please contact the OEM vendor if you have not received the 16 digit subscription activation number
  • If you are having difficulties/error while activating the 16 digit subscription activation number, please contact Red Hat Customer Service

I could not activate my Dell Service Tag. How do I get my subscription?

If you are having issues activating your Dell Service Tag which is NOT digitally fulfilled, send an email to Customer Service in your region with the following information:

  • Your account number or login ID
  • A copy of your Dell packing slip
  • A screen shot of the error message

Once we have that information, we can provide a subscription number for you to activate.

I am not able to activate my subscription purchased from HP for my server or workstation. How can I get my subscription?

For questions or problems activating subscriptions, send an email to gbs.ams.licensingsupport@hp.com. When contacting HP, have your HP Order number, Service Agreement Identifier (SAID) number, and product ID. You also need to provide them with a brief explanation of the issue. You can locate your SAID number on your HP Support Agreement. Once HP has that information, they can contact you with assistance.

How do I renew my subscriptions on the Customer Portal?

Only subscriptions initially purchased through the Red Hat Store online can be renewed online. If you see the Renewal Information link next to a subscription this means it was purchased from a vendor or a Red Hat Sales Associate and must be renewed by the same means. To renew your subscriptions online, follow these steps:

  1. Log into the Customer Portal.
  2. Click Subscriptions
  3. Click Ready to Renew.
  4. Click the Renew link, located next to the subscription to renew. If the subscription has been expired for fewer than 30 days, click the Recently Expired tab to view those subscriptions.
  5. If the subscription was initially purchased through the Red Hat Store online, you will Continue to checkout. Otherwise, instructions for how to renew will be shown.

Note: Only an Organization Administrator can purchase or renew subscriptions online. If a subscription has been expired for more than 30 days, it is no longer eligible for renewal. You must purchase a new subscription.

How do I get a quote for renewal?

Contact the vendor from whom you purchased the subscriptions, or you can contact our Sales Team for assistance.

Can I cancel Red Hat Developer Subscription for Individuals?

Red Hat Developer Subscription for Individuals is provided as a trial-based subscription and it cannot be cancelled/terminated/removed from the account.
Please leave the subscription as is until it lapses if you are not going to use it.

Transferring subscriptions

How do I transfer a subscription to someone else's account within my company?

To transfer subscriptions between accounts, you must get approval from the Organization Administrator that holds the subscriptions to transfer. Contact your regional Customer Service Team to request a subscription transfer.

For more information on subscription transfers, see How to transfer subscriptions from one account to another account.

We renewed our subscriptions through a vendor, and they are now in the wrong account. How do I fix this?

To transfer the subscriptions to the correct account, you can use either of these two options

  • Contact your vendor and explain that the subscriptions were placed in the wrong account. Vendors have a procedure to follow to resolve this issue.
    -or-
  • Contact Customer Service. We can send the Transfer Approval Request email to the correct Organization Administrator.

If you have any other questions, contact Customer Service.

How can we transfer subscriptions to a separate entity?

Because the subscription transfer is between two separate entities, you need to complete an Assignment Transfer:

  1. Customer Service sends an Assignment Letter that both parties involved with the transfer must sign.
  2. Once Red Hat receives the Assignment Letter signed by both parties, we forward the information to our Legal and Finance Teams for approval
  3. Once these teams have completed the approval, they process the Assignment Transfer.

Note: This process can take 7-10 business days from the day we receive the signed Assignment Letter.
To initiate the Assignment Transfer process, contact Customer Service in your region.

Be sure to have the following information with you:

  • Name, job title, and contact information (email and phone number) of the approved signee for each account
  • Physical address for each company
  • Quantity and contract number of the subscription being transferred

Can expired subscriptions be transferred to a different account?

  • Expired subscriptions cannot be transferred to a different account. Only currently active and future dated subscriptions can be transferred.

Can system profiles, login IDs, technical support tickets be transferred to a different account?

Subscription Details

Where do I find my subscription or installation number?

Follow these steps:

  1. Log into the Customer Portal
  2. Go to Subscriptions.
  3. Click Inventory.
  4. In this table, click on the subscription number for which you need details.
  • If you want to know 16 digit subscription activation number for a certain contract/subscription number(purchased from OEM, L3 Only), please contact Customer Service

Where do I find information about what my subscription (product) provides?

In Customer Portal Subscription Management you will see your subscriptions in various views. Clicking on the name (product name) or in some cases the SKU number will take you to the product details page, which provides all of the attributes of the subscription product, including the support level and content provided.

I want to know details of expired subscriptions but I am not able to see the expired subscription details. What can I do?

  • Once the subscription expires, the details of the subscription can be seen from Recently Expired for 30 days from the expiry date.
  • After 30 days, contract number, start and end dates can be seen from Contracts
  • Should you need further details on expired subscriptions, please contact Customer Service

My subscription starts today but it is still not in 'Active' status. It is still under 'Future Dated' How can I make it Active?

  • The subscription start time is based on U.S. Eastern Standard Time(EST). Once EST reaches 00:00, the subscription will automatically become 'Active' from 'Future Dated'