Get Register your external account Email ID not registered in the portal when trying to access cases

[ISLHD537]

This has been ongoing for at 18 months.  I, for some time, had an HP account where I could log in and manage my cases such as create, update, etc.  At some point, that link became defective between my HP account and my the case manager account.  I try and Rgesiter but get User with email xxxx@xxxxxxx.xxxx already exists. For more information go to ourFAQ page. The FAQ page is useless.

This may have happened as some time ago, my case manager addresses and things were a mess and couldn't be fixed.  I requested HP delete al lmy accounts entirely so I could recreate everything.  I don't think they did that correclty and it's dropped the link between the two accounts.

Becuase I can't log in to create a new case, I've tried chatting to support but get told I ended up in the wrong support team.  I've left messages on HP Australia's phone which don't get answered.  I've tried our Integrated Services support line; they can't help.  The support section of the HP page doesn't have any choices pertaining to this situation.  The forums did have similar threads but they were old and assisted via PM so they're no help.

I don't have an email address for our HP account manager.

I just wanna log in to the case manager, create cases and look up existing ones.  It should be this difficult.

[TEJ1602]

@ISLHD537, Welcome to HP Support Community!

We shall escalate this issue to the concerned team.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[ISLHD537]

Thank you, I have responded to your private message.

[TEJ1602]

@ISLHD537

I have escalated your issue to HP’s Support Team in your region. They will review and check for possible options available, if any, to resolve your issue.  You should be contacted within 2-4 business days (this does not include weekends or holidays).  Response times may vary by region.

Hope this helps!

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[ISLHD537]

Thank you.  As yet, I haven't received any support contact.

[TEJ1602]

@ISLHD537

May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc. 

Keep me posted.

[ISLHD537]

Sorry, I don't follow.  Where would I get the serial number and product number for my HP Account?  The document only shows where to find product numbers for physical devices.

[TEJ1602]

@ISLHD537

Yes, we'd need the details of the physical devices associated.

Thanks!

[ISLHD537]

Here is one model:

E6B72A

LaserJet M606

[ISLHD537]

I'm still unable to create cases.  I still get the screen:

Register your external account

Email ID not registered in the portal.

Register