Technical Support Eligibility Requirements

To be eligible for Citrix Technical Support, the following conditions must be met:

• The customer must have active support entitlements.

• The account must be compliant with telemetry requirements. Refer to Citrix License Telemetry FAQ

How to Check Your Entitlement Details

• Log in to support.citrix.com
  (If you experience login issues, refer to article ID: Troubleshooting login issues on Citrix websites

• On the homepage, hover over or click the Support tab.

• Select My Entitlement from the dropdown menu.

• On this page, you can view:

  • Your product/subscription details

  • Entitlement start and expiration dates

  • The search bar at the top-right allows you to search by Product Name.

  • At the bottom-right, you'll see the number of results displayed out of the total available. Use the navigation controls to move through additional pages of results

Customers are eligible for technical support only for subscriptions with active entitlements.

Additionally, refer to the Citrix Product Matrix and Citrix Support Product Matrix to understand product End of Life (EOL) and End of Support timelines.

Important Notes

• If your entitlement is missing or shows an incorrect expiration date, contact Citrix Customer Support for assistance.

• To renew your subscription, contact your account owner.

  • If your account is managed by a Citrix Partner, please reach out to your partner representative for renewal support.

This article guides customers on how to view their entitlement details on the support.citrix.com portal. It also explains the conditions under which customers are eligible to receive technical support.