Cannot create support ticket via email to support@here.com

Summary
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You may have issues with sending an email to [email protected] as this does not create a support ticket.
This behavior is expected in certain scenarios, especially when you do not have proper access to the HERE Support Portal or an active support entitlement.

Symptoms
------------

You may experience one or more of the following:

No ticket confirmation email after sending to [email protected]
No ticket appears in "My Tickets" in the support portal
Emails to [email protected] receive no response
Ticket creation works via portal but not via email

Root Cause
--------------

Ticket creation via email depends on the user being recognized as a valid support contact.

Based on HERE internal support logic:

Email-based case creation is not guaranteed for all users
Users must:
+ Be registered in the support system
+ Be associated with a valid HERE support account
+ Have access to the HERE Support Portal

If these conditions are not met, emails sent to [email protected] may not generate a ticket.

In addition, ticket creation via email may be impacted by:

Missing or inactive support plan
User not onboarded to support portal
System incidents affecting ticket ingestion

Solution / Workaround
-------------------------

### Recommended: Use HERE Support Portal

1. Log in to HERE Platform
2. Open the Support Portal
3. Select Create Support Ticket
4. Submit your request

Using the portal ensures reliable ticket creation.

### Verify Support Access

Ensure that:

You are invited to the HERE platform organization
Your email is registered under the correct account
Your account has access to support services

If unsure, contact your organization administrator.

### Check System Status

Before retrying, verify if there is any ongoing incident:

HERE Status Page: https://status.here.com

If a major incident is present, email-based ticketing may be temporarily impacted.

### Contact Support via Alternative Channel

If the issue persists:

Reach out through the HERE Support Portal contact options
Or contact your HERE account manager / Customer Success Manager

Provide:

Your email address
Organization ID
Description of the issue
Any error messages or screenshots

Additional Notes
--------------------

Email-based support ticket creation is primarily a convenience channel, not the primary one
The HERE Support Portal is the recommended and most reliable method
In some cases, support teams may create tickets on behalf of users

References
--------------

HERE Support Portal Guide (KB0022197): http://s.here.com/liY6Qf
Email-based ticket troubleshooting KB (KB0024824): http://s.here.com/kkFXC9
HERE Status Page: https://status.here.com

Tags
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email support
ticket issue
support portal
* access issue