Red Hat Customer Service Account, Subscription, User Management Guide

Abstract

This guide consolidates Red Hat Customer Portal and Hybrid Cloud Console (HCC) guidance for accounts, users, and subscriptions into one customer-service-oriented reference. It is designed to help customers and Organization Administrators understand how Red Hat accounts are structured, how users are added and managed, how subscriptions are activated and renewed, and how to troubleshoot common access issues.

Source scope

This guide covers both the Red Hat Customer Portal and the Hybrid Cloud Console (HCC). As more user-management functionality moves to HCC, HCC-specific guidance is included where currently confirmed and will be updated as additional capabilities are introduced.

1. Customer Portal account model

A Red Hat Customer Portal account is the organizational container through which subscriptions and user login IDs are associated. Multiple subscriptions and multiple login IDs can exist under one account.

1.1 Corporate vs. Personal accounts

Account type	Typical purpose	Key point
Corporate	Organization or business use	Used to centrally administer subscriptions and systems for an organization.
Personal	Individual/personal systems	Company information is not available for a Personal account.

Important

An account type cannot be changed between Personal and Corporate. If the wrong type was selected, you must create a new account with the correct type and a new login ID. The new login ID will be associated with the new account, not the existing one.

1.2 Account ownership

The company name on a Corporate account should represent the actual end user and subscription owner.
Third-party contractors, outsourcing vendors, or resellers should not replace the end user's company name.
Subscriptions must remain under the actual end user's organization; moving subscriptions to a third-party company's account is not allowed.
Creating a new login ID with a company email domain does not by itself provide access to the company's existing subscriptions. To request access, contact the Organization Administrator for the account associated with the existing subscription.

1.3 Visual account structure

The diagram below illustrates how subscriptions attach to the account as a whole, and how individual login IDs within that account hold independent, flat (non-hierarchical) permissions.

Red Hat Account Structure — Visual Overview. Subscriptions are tied to the account. User A is an Organization Administrator. Two general users have flat, non-hierarchical permissions inside the same account. — Figure 1. Red Hat Account Structure — Visual Overview

2. Creating and accessing Red Hat login IDs

2.1 Joining an existing company account

If a user needs access to an existing company account, the Organization Administrator must send an invitation for the user to create a new login ID.

Do not create a standalone account when you need access to an existing company account.

A standalone account created independently in the Customer Portal does not automatically become associated with the company's existing subscriptions.

2.2 Creating a new login ID

Open the Red Hat Customer Portal and select Register.
Choose a Red Hat login ID and create a password (see Section 2.3 for login ID rules and best practices).
Enter the required personal details.
Select the appropriate account type.
For a Corporate account, enter the end user's English company information and contact information.
Submit the form to create the account.
Complete the email verification from the email sent immediately after creating your login ID.

2.3 Login ID rules and best practices

Login IDs are 5–45 characters and are not case sensitive.
Login IDs can contain letters, numbers, and supported symbols such as -, _, ., and @.
A login ID cannot be changed after it is created.
A login ID cannot be transferred to or associated with another account.
A deleted login ID cannot be reused or reinstated.
Using an email address as the login ID is possible; however, Red Hat recommends choosing a different login ID, as it cannot be changed once created.
For Corporate accounts, use the end user's official legal company name in English; the company name should not exceed 45 English characters.

2.4 Password and verification

Passwords must be at least 14 characters.
A password must contain at least 3 of the following: lowercase letters, uppercase letters, numbers, and symbols.
The password cannot contain the words “redhat” or “password,” or non-English characters.
When resetting your password, enter your actual login ID, not your email address, if they are different.
Red Hat cannot reset or reissue a password directly; use the password reset process.
Email verification and password reset messages are sent to the email address associated with the login ID. Please make sure to enter a valid email address.

2.5 Company name and display company name

Best practices when setting the company name on a Corporate login ID:

Use the end user's official legal company name in English.
Do not use a subscription- or system-management (third-party) company name, or a reseller's name.
Spell out the full company name; avoid acronyms or abbreviations.
Keep the company name to 45 English characters or fewer.

To change the company name on an existing account, the customer must contact Customer Service. A change may not be possible when the requested name is unrelated to the current company, or the account is a Personal type account. The company name will also be converted to English if it was not already in English.

Display company name

The Customer Portal allows you to enter both an official (legal) Company Name and a separate Display Company Name. The official Company Name should be entered in English, while the Display Company Name can be used to display the company’s name in non-Latin characters on items such as subscription certificates.

2.6 Auto-user registration (self-service account onboarding)

Auto-user registration is a feature, introduced in May 2026, that lets users join their organization's Red Hat account without a manual invitation from an Organization Administrator.

It requires the organization's identity provider to be integrated first.
Once integrated, an Organization Administrator of the account can enable auto-user registration from a dedicated tab and optionally create secure onboarding links.
Users who then authenticate through the identity provider are automatically granted access to the correct Red Hat account — no manual login-ID creation or invitation is required.

This reduces administrative workload and gives users faster access using their existing corporate credentials.

For more information, please refer to https://docs.redhat.com/en/documentation/red_hat_customer_portal/1/html/using_auto-user_registration/index

3. User management and permissions in Customer Portal and HCC

Organization Administrator

Only Organization Administrators can manage users on an account. An account can have multiple Organization Administrators.

3.1 Invite New User

Method	What the administrator does	Important condition
Invite New User	Sends an invitation so the user creates their own login ID under the account.	Requires an active/expired subscription

There is no overall limit to the number of users an Organization Administrator can invite. Up to 50 email addresses can be entered per invitation.

3.2 Inviting users

Open User Management from the Red Hat Hybrid Cloud Console.
Select Invite New User.
Enter the email addresses to invite; up to 50 email addresses can be entered at one time.
Select the required Customer Portal access permissions and invitation language.
Send the invitations. A success message “Success alert: Invitation sent successfully” will appear.
The invitee receives an invitation email and uses the one-time link to create a new login ID.

Existing login IDs cannot be moved

If a user already has a login ID under another account, that login ID cannot be transferred, merged, or reused. A new login ID must be created for the target account.

Invitation Link: Important Notes

When creating the new login ID using an invitation email, the invitation link can be used only once. The Company Name and email address should be pre-filled on the registration page. If either field is blank, request that a new invitation email be sent.

3.3 Roles and permissions

Permission / role	What it provides
Organization Administrator	Full access to content/features and the ability to manage users and their permissions.
Manage Support Cases	View, create, and update support cases.
Download Software and Updates	Download software and updates from the Customer Portal.
View/Renew Subscription Information	View subscription and renewal information.
Manage Your Subscriptions — View/Edit User's Only	View or edit systems registered by the user only.
Manage Your Subscriptions — View All	View all systems associated with the account without making changes. Typical for a purchasing agent; also used to prevent a user from self-registering systems via subscription-manager.
Manage Your Subscriptions — View/Edit All	View and edit all systems and applications registered to the account.

3.4 Subscription visibility

Customer Portal permissions do not support restricting a user to only selected subscriptions. Access can be allowed or not allowed for the subscriptions under the account as a whole.

3.5 Deactivation vs. deletion

Action	Effect	Reversible?
Deactivate	User cannot log in, but the login ID and data remain.	Yes
Delete	Login ID is permanently removed and cannot be recovered or reused.	No

Permanent deletion is not self-service through the Customer Portal UI. To permanently delete a login ID, the user must submit a Red Hat Personal Data Request or contact Customer Service with a signed confirmation statement identifying the login ID to be deleted.

For deactivation, the Organization Administrator can deactivate the login ID directly through the Customer Portal.

The Organization Administrator cannot change another user's password — passwords are managed by each individual user.

3.6 Hybrid Cloud Console (HCC) – User Access

The Hybrid Cloud Console (HCC) provides User Access / Role-Based Access Control (RBAC) to manage which users can access services and features within your organization. HCC is included in this guide because user-management functionality is transitioning from the Customer Portal to HCC.

User access is managed through users, groups, roles, and permissions. The available access and functions may vary depending on the roles and permissions assigned to each user.

Manage users:

Settings → Identity & Access Management → User Access → Users

From the Users page, administrators can currently:

View users who have access to the organization.
Invite new users to the organization.
Manage user access by assigning users to the appropriate groups and roles.
Review user access settings when troubleshooting access to HCC services.

An Organization Administrator can manage users and organization access. The User Access Administrator role can also be assigned to users who need to manage User Access.

If you cannot access a particular HCC service or feature, contact your organization's administrator and ask them to check your group membership, roles, and permissions.

Note

The Customer Portal and Hybrid Cloud Console (HCC) use different permission models. User Management was previously provided through the User Group and Access Control (UGC) application and is transitioning to HCC. Therefore, access or permissions in the Customer Portal do not necessarily provide the same access or permissions in HCC.

This section will be updated as additional HCC User Access features and changes become available.

4. Subscription activation and status

A Red Hat subscription provides entitlement to Red Hat software, updates, security patches, and support resources through the Customer Portal. The subscription must be active before supported services such as software downloads or supported system management are available.

Most Red Hat subscriptions activate automatically after an order is processed with no manual action required by the customer. The OEM and 16-digit activation-number scenarios described below cover specific purchase paths, such as OEM hardware vendors, DELL Service Tags, and new HPE purchases, rather than the typical customer experience.

4.1 Activating OEM subscriptions

Subscriptions purchased through OEM hardware vendors may require activation before use.

A 16-digit subscription activation number is used for certain OEM subscriptions.
DELL Service Tags use a dedicated activation process.
New HPE purchases require the Order Connection process. Activate the Entitlement Order Number (EON) through the HPE portal, then use the Order Connection link to connect the order to the appropriate Red Hat account.
Subscriptions purchased directly from Red Hat in North America or via redhat.com do not require this OEM activation step.
Activation is normally the customer's responsibility.

4.2 New activation with a 16-digit activation number

Log in to the Customer Portal.
Open the Subscription Activation tool.
Select Start a new subscription.
Review the subscription start and end dates.
Submit the activation.

Activation Timing and Contract Number

Activation is normally completed within 30 minutes. During synchronization, the subscription may temporarily show an approximately two-week validity period.

For these subscriptions, only a subscription number is assigned. No contract number is provided, and the Contract Number field will display “Not Available.”

4.3 Subscription status

Status	Meaning	What to expect
Future Dated	Subscription has a future start date.	Automatically becomes Active at 00:00 (midnight) U.S. Eastern Time on the start date.
Active	Subscription has reached its start date and is usable.	Can be used for applicable downloads, systems, and services.
Recently Expired	Subscription has expired.	Details remain visible for 30 days after expiry.

Start time

Red Hat subscription start time is based on 00:00 U.S. Eastern Standard Time on the start date. A Future Dated subscription normally changes to Active automatically once that time is reached.

4.4 Contract numbers and the Subscription Certificate

Some subscriptions do not receive a contract number and show “Not Available” in the Subscriptions Inventory:

Free subscriptions such as the Red Hat Developer Subscription for Individuals, Red Hat Beta Access, and similar auto-assigned offerings never generate a contract number — only a subscription number.
Subscriptions activated using a DELL Service Tag, a 16-digit subscription activation number, or new HPE purchases made after January 16, 2025 receive only a subscription number, not a contract number. This does not affect subscription use.
These same subscriptions do not generate a subscription confirmation (order fulfillment) email.

A Red Hat Subscription Certificate is a downloadable PDF record of a subscription's entitlement details (account name, product name, contract/subscription number, quantity, and service dates), commonly used as proof of entitlement. It can be downloaded from the Subscription Inventory page by selecting the subscription number and choosing Download under Paper Certificate.

5. Subscription renewal

The renewal process depends on how the subscription was originally purchased. Customers should use the appropriate renewal method based on the purchase channel: Red Hat Store, OEM, reseller/distributor, or direct purchase from Red Hat.

The sections below provide the renewal process and guidance for each subscription type.

5.1 Web Store subscriptions

Only subscriptions initially purchased through the Red Hat Store online can be renewed online.
Web Store subscriptions can be renewed within the renewal window: 120 days before through 30 days after expiration.
Outside that window, a new purchase is required.
If product or quantity changes are needed, contact Sales rather than using the standard renewal flow.

5.2 OEM renewal

For OEM subscriptions, the customer should normally contact the hardware vendor for renewal.
For a 16-digit activation number, the Customer Portal activation flow can be used to renew an existing subscription.
The renewal start date should be the day after the selected subscription ends.
A renewed subscription may appear under Future Dated until its start date.

5.3 Developer Subscription for Individuals

The Developer Subscription for Individuals can be renewed 30 days before expiration.
Reminder emails are sent at 30 days and 0 days with renewal/re-registration instructions.
If the subscription is missed, use the re-registration flow at developers.redhat.com/d4i-renewal.
The Developer Subscription for Individuals is trial-based and cannot be cancelled, terminated, or removed from the account; it can be left until it lapses.

5.4 Reseller and distributor renewals

Subscriptions purchased through a Red Hat reseller or distributor should normally be renewed through the same reseller or distributor.
Customers should contact their reseller or distributor to discuss renewal options, pricing, quantities, and any required product changes.
Reseller and distributor renewals are not processed through the standard Red Hat Store online renewal flow.

5.5 Red Hat direct purchases

For subscriptions purchased directly from Red Hat, customers should contact their Red Hat account representative or Red Hat Sales to discuss renewal.
This includes subscriptions purchased directly from Red Hat that are not eligible for renewal through the Red Hat Store.
Renewal options may include changes to products, quantities, or subscription terms.

5.6 Expired subscriptions

30-day visibility

After expiration, subscription details remain visible under Recently Expired for 30 days. After 30 days, the details are no longer visible in the Customer Portal and Customer Service should be contacted if the details are needed.

5.7 Renewal notifications

Customers may continue to receive renewal reminders even after subscription renewal.
If this is the case, please check subscription inventory in the Customer Portal to confirm the renewal is reflected (active or listed under Future Dated).
If the renewal is confirmed, no further action is required. Otherwise, please contact Customer Service.

6. Subscription visibility, transfers, and ownership

6.1 Why a subscription may not appear

The subscription may belong to a different account number.
The login ID may not have permission to view the subscription.
The user may have multiple login IDs and may be using the wrong one.
The subscription is Future Dated, but the user is viewing the Active tab.
A company-domain login ID by itself does not grant access to the company's subscriptions.

6.2 Subscription transfers

Subscriptions must remain under the actual end user's organization.
Moving subscriptions to a separate third-party company account is not allowed.
Free offerings such as Product Trials, Beta Access, and Developer Subscriptions for Individuals are not eligible for transfer to another account.
Login IDs, support cases, and system profiles also cannot be transferred to another account.
Expired subscriptions cannot be transferred; only currently Active and Future Dated subscriptions are eligible.
Subscriptions cannot be transferred from a Corporate account to a Personal account. A new Corporate account with the same company name should be created instead.

6.3 Contractor or outsourcing access

A contractor or outsourcing vendor can manage subscriptions on behalf of the end user by receiving access through a login ID created under the end user's account or an invitation sent by the Organization Administrator. The subscription itself should remain under the end user's account.

6.4 Transferring to a separate entity (Assignment Transfer)

Moving subscriptions between two genuinely separate companies (for example, after an acquisition or divestiture) uses a formal Assignment Transfer process rather than the standard transfer request:

Customer Service sends an Assignment Letter that both parties to the transfer must sign.
Once Red Hat receives the letter signed by both parties, it is forwarded to the Legal and Finance teams for approval.
Once approved, the teams process the Assignment Transfer.

Processing time and information needed

This process can take 10+ business days from the date the signed Assignment Letter is received. Have ready: the name, job title, and contact information of the approved signee for each account; the physical address for each company; and the quantity and contract number of the subscription being transferred.

7. Common access and troubleshooting scenarios

I created an account with my company email, but I cannot see company subscriptions.

The new account is a standalone account. Ask the company's Organization Administrator to create a new login ID for you or send an invitation.

I cannot open a support case.

Check whether the account has a subscription with direct support entitlement and whether the login ID has the Manage Support Cases permission.

I can log in, but I cannot download software.

The login ID may not have Download Software and Updates permission, or the account may not have an active subscription required for the product.

The subscription starts today but still shows Future Dated.

Activation is based on U.S. Eastern Standard Time. Wait until the start time is reached; if it remains Future Dated afterward, contact Customer Service.

My subscription shows only about two weeks of validity after activation.

The subscription may still be synchronizing. Please allow time for synchronization; if it remains incorrect after one hour, contact Customer Service.

I do not know my login ID.

Use Forgot your login? on the Customer Portal login page. The login ID(s) associated with the email address will be sent by email.

I have multiple login IDs and see the wrong subscriptions.

Red Hat sites use cookies. Try a different browser, an incognito/private session, or clear browser history before logging in with the intended login ID.

The Organization Administrator left the company.

Contact Customer Service to request assistance with taking over Organization Administrator access.

I need to change another user's name or address.

Organization Administrators cannot update another user's name, phone number, or physical address. They can update email address, job title, department, language, and time zone.

I cannot view closed support cases.

This is usually one of: the account does not currently have a valid subscription with support entitlement; the login ID lacks the necessary support-case permission; or the case is older than the retention period. Closed support cases remain viewable for approximately 3 years from their closure date — keep your own records of older cases if you may need them later.

Can the Organization Administrator reset my password?

No. Passwords are managed by each individual user; the Organization Administrator cannot change another user's password.

My account shows an Export Hold message.

Export Hold is usually caused by incomplete or invalid personal or company address details provided when the login ID was created. Please correct the details on file here. If the hold remains after 24–48 hours, please contact Customer Service.

8. Customer Service: when and how to contact us

Customer Service is the appropriate point of contact for many account, login, subscription, and entitlement administration questions. Technical product issues should be handled through the appropriate Red Hat Support process when the subscription includes support.

8.1 Information to provide

Red Hat login ID
Account number, if available
Subscription number or contract number, if available
Order or activation information when relevant
A screenshot of the error message
A concise description of what you expected and what happened
A Subscription Certificate download, if you have one, for the affected subscription

8.2 Common cases for Customer Service

Cannot identify the correct account or Organization Administrator
Subscription is not visible under the expected account
Subscription activation or synchronization issue
Incorrect account association or entitlement information
Login ID or account administration issue
Organization Administrator takeover request
Need for historical subscription information after the 30-day Recently Expired period
Assignment Transfer between separate entities

Technical support vs. Customer Service

For account, login, subscription, or entitlement administration questions, contact Customer Service. For technical issues, open a technical support case if your subscription includes the appropriate support entitlement.

9. Quick reference

Question	First check	Next action
Can I see company subscriptions?	Am I using the correct company login ID/account?	Ask the Organization Administrator to create/invite the correct login ID (or check whether auto-user registration is enabled).
Can I move a login ID?	Login IDs are account-specific.	Create a new login ID under the target account.
Can I move a subscription to a vendor?	Subscription ownership must remain with the end user.	Give the vendor access to the end-user account instead.
Can I invite users?	Are you an Organization Administrator and is there an active subscription with a contract number?	Use User Management > Invite New User.
Can I limit a user to one subscription?	Customer Portal does not support subscription-by-subscription visibility.	Grant or remove the relevant account-level permissions.
Subscription is Future Dated	Check the start date/time.	Wait for the U.S. Eastern Standard Time start time.
Expired subscription missing	Has it been more than 30 days?	Contact Customer Service for historical details.
Wrong account type	Personal vs Corporate.	Create a new login ID with the correct account type.
Need proof of entitlement	Do you need a formal record of a subscription?	Download a Subscription Certificate from Subscription Inventory.
Transferring subscriptions to another company	Is it the same legal entity or a separate one?	Same entity: standard transfer request. Separate entity: Assignment Transfer via Customer Service.

Appendix A. Customer Service glossary

Subscription: An entitlement providing access to Red Hat software, updates, security patches, and support resources via the Customer Portal.
Subscription activation: The process of making a purchased subscription usable in the Customer Portal.
Active subscription: A subscription that has reached its start date and is fully usable for applicable services.
Future Dated: A subscription whose start date has not yet begun; it becomes active when the start date is reached.
Entitlement: The rights granted by a subscription, allowing systems to consume Red Hat software and services.
Account: A container that holds subscriptions and user login IDs.
Account number: A unique identifier assigned to an organization account and used to associate subscriptions and users.
Organization Administrator: A user with the highest account permissions who can manage users and access permissions.
Login ID (user name): An individual identity used to access the Red Hat Customer Portal.
User permission: A setting defining what a user can view or do within the account.
User invitation: A process by which an Organization Administrator invites a user to create a login ID under the account.
User deactivation: Disabling a user's access while keeping the login ID so it can be reactivated.
User deletion: Permanent removal of a login ID; it cannot be recovered or reused.
Subscription visibility: Access to subscriptions based on account association and user permissions.
16-digit subscription activation number: A one-time code used for certain OEM subscription activation or renewal processes.
Auto-user registration: Self-service onboarding, introduced May 2026, that grants users account access automatically through an integrated identity provider, without a manual invitation.
Display company name: An optional display name shown alongside the official (legal) company name, used on items such as subscription certificates.
Export Hold: A restriction placed on an account, typically due to incomplete or invalid personal or company address details, that can block software downloads.
Subscription Certificate: A downloadable PDF record of a subscription's entitlement details, used as proof of entitlement.
Assignment Transfer: The formal, signed-letter process used to transfer subscriptions between two separate legal entities.

Appendix B. Customer Service FAQ pages and user guide

Common Subscription Questions https://access.redhat.com/customer-service-subscriptions
Common Account Management Questions https://access.redhat.com/articles/customer-service-accounts
Common User Management Questions https://access.redhat.com/customer-service-users
Red Hat Customer Portal User Guide https://docs.redhat.com/en/documentation/red_hat_customer_portal/1#User%20Guide