My Support Portal

Accounts and access

As part of the My Support upgrade, the OpenText Connect authentication tool will be replaced with OpenText™
Identity and Access Management (IAM) as the single sign-on technology used to access many OpenText web
properties. This change will be completed on September 11, 2022 at 12:00 UTC.

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Contents
1 How do I activate my IAM account so that I can access the new My Support Portal? ............... 2
1.1 Verify your account details ........................................................................................................... 2
1.2 Set your new password ................................................................................................................ 3
2 How do customers and partners request an IAM account to access My Support? .................... 5
2.1 Provide your name and contact information................................................................................. 5
2.2 Confirm registration ...................................................................................................................... 8
3 I am having trouble logging on to My Support. What can I do? .................................................. 10
3.1 Confirm registration .................................................................................................................... 10
3.2 Not authorized ............................................................................................................................ 10
4 How do I get started with My Support? .......................................................................................... 11
About OpenText ................................................................................................................................. 13
 My Support Portal accounts and access

1 How do I activate my online account

so that I can access the new My
Support Portal?
If you accessed My Support previously using an OpenText Connect account, you will need to activate
your account with OpenText™ Identity and Access Management (IAM), our new authentication tool. An
IAM account will provide you access to a number of OpenText web properties, including the newly
updated My Support Portal.

1.1 Verify your account details

Follow the steps below to activate your OpenText IAM account:

1. Go to https://login.opentext.com/forgotPassword.do?event=activate.
2. In the User ID field, enter the email address you used to log on to your OpenText Connect
account and click Submit. This email address is the one you used to access My Support prior to
our move to the new My Support system on September 11, 2022.

3. On Step 2, re-enter your email address and the last name associated with your OpenText
Connect account. Accept the reCAPTCHA and click Submit.

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 My Support Portal accounts and access

You will receive an email message to set a password for your new OpenText IAM account.

1.2 Set your new password

1. From the Create Your Password email (see example below), click please set your password.

Note: If you cannot find the email in your Inbox, check your Junk Email folder. If you still cannot find the
email, retry the steps in section 1.1 above. If you do not receive your email reset password after a
second attempt, contact your local OpenText Support office by phone for assistance.

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 My Support Portal accounts and access

2. Enter your user ID and the new password you wish to set for your OpenText IAM account.

3. Retype your password to confirm.

Refer to the table below for the requirements that must be met when choosing a password:

4. Complete the reCAPTCHA verification and select the “I have read the Privacy Policy” checkbox.
5. Click Submit.

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 My Support Portal accounts and access

You will receive a confirmation message that the user account has been successfully activated. You
may then proceed to log on to the My Support Portal using the link provided.

6. After logging in, click the My Support Portal tile to launch the portal.

2 How do customers and partners

request a new IAM account to access
My Support?
Customers and partners can request an OpenText IAM account by following the steps below.

2.1 Provide your name and contact information

Follow the steps below to register for an OpenText IAM account:

1. Go to https://ui.otiam.opentext.com/#/walkup
2. Under the User profile tab, enter your first name, last name, and email address in the required fields.
Select your country, language preference, and time zone from the dropdown fields.
3. Click Next.

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On the next screen, you will be prompted to input your desired user credentials.

4. Enter your desired user ID.

Note: User IDs must be a minimum of 4 characters to a maximum of 100 characters and cannot contain
square brackets. When creating a new IAM account (NOT activating a previous OpenText Connect
account), your user ID does not need to be an email address.

5. Enter and confirm your password.

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 My Support Portal accounts and access

6. Verify the reCAPTCHA.

7. Read the Privacy Policy. After doing so, select the “I have read the Privacy Policy” checkbox.
8. Click Next.

On the next screen, you will be able to review all the information you entered.

9. If the information you have entered is correct, click Submit.

If you need to make changes to the information you entered, click Previous.

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 My Support Portal accounts and access

You will see a confirmation message that thanks you for registering with OpenText and lets you know that
a link to complete the registration process has been sent to the email address you provided.

2.2 Confirm registration

1. From the “Action required: Activate your account” email (see example below), click Activate your
account.

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Note: If you cannot find the email in your Inbox, check your Junk Email folder instead. If you still can’t find
the email, retry the steps in section 2.1 above. If you do not receive your email reset password
after a second attempt, contact your local OpenText Support office by phone for assistance.

You will receive a confirmation message that the account has successfully activated.
2. Proceed to log on to the My Support Portal using the link provided.

3. After logging on, click the My Support Portal tile to launch the portal.

Note: Users who are not associated with an existing organizational account will be granted Visitor access
to OpenText My Support. As a Visitor, you will have access to publicly available support resources.

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To associate your user account with an existing organizational account and gain access to product
entitlements associated with that account, contact your local OpenText Support office.

3 I am having trouble logging on to My

Support. What can I do?
3.1 Confirm registration
If you experience issues logging on to your My Support account, try resetting your password.

To reset your password:

1. Visit login.opentext.com.
2. Click Forgot password. You will be directed to the Activate your Account page.
3. Enter your user ID. Note that your user ID may be an email address.
4. On the next screen, enter your email address and last name.
5. Complete the reCAPTCHA verification.
6. Click Submit.
You will receive an email with instructions on how to reset your password. Once you complete the
password recovery process, attempt to log on again.
If the problem persists, contact your local OpenText Support office.

3.2 Not authorized

If the following page appears, contact OpenText Support by phone or open a general inquiry ticket
through the My Support Portal.

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4 How do I get started with My Support?

When you access the My Support Portal for the first time, you may have questions about how to get
started. That is why we created several guided tours that you can take directly from the portal home page.

1. Log on to My Support.
2. Click on Tours from the top right-hand corner of your home page.
3. Click on a tour to launch it.

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Some of the available tours include, but may not be limited to:

1. My Support Portal overview

2. Knowledge Base overview
3. My Preferences
4. Setting favorite products

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About OpenText
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on-premises or in the cloud. For more information about OpenText (NASDAQ/TSX: OTEX),
visit opentext.com.

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