Common Support Portal Issues

StorMagic licenses, whether SvKMS or SvSAN, are tied to a company with contacts.

When an email is sent to support@stormagic.com, an account is automatically created within the ticketing system. An auto-reply is then sent with login credentials.

If this email is not received, credentials can be reset using the Forgot my password link.

When a customer emails in, their support status is checked automatically.

Software package downloads are available to all customers with a portal account.

Software package upgrades are only available to customers with active support.

Knowledgebase articles may be available to:

1. Everyone
2. All customers via portal login
3. Support customers only

Password Reset Link Not Working

When using the self-service password reset option Forgot my password, a password reset email may not be received if an account has not yet been created.

An account is automatically created if you have completed any of the following after 31 January 2022:

1. Emailed support@stormagic.com
2. Selected the Sign up option
3. Submitted the Platinum Request form

If none of the above has been completed, create an account using the Sign up option before attempting to reset your password.

Also check your Spam or Junk folders for emails from support@stormagic.com.

Download Links Missing

As described in the support model above, software downloads are available to all customers with a portal account; however, software upgrades require an active maintenance agreement.

If software packages that should be available are missing, please open a support ticket and include your license keys or maintenance contract details for verification.

• StorMagic Product Documentation