New “Contact Us” page on Zyxel Support Campus — faster, easier, clearer

We are pleased to introduce the updated Contact Us page on Zyxel Support Campus. The new design and improved navigation logic make contacting Zyxel Support simpler, faster, and more transparent — from the first step to receiving assistance.

The updated page brings together all ways to contact Zyxel in one place: technical support, RMA and warranty requests, phone support, and sales inquiries. Users are guided step by step through the process and see only the options that are truly relevant to their specific situation.

What’s new and why it’s convenient

The new Contact Us page is built as a step-by-step assistant:

• Device identification by serial number (optional)

• MyZyxel login verification

• Selection of the most appropriate way to contact Zyxel

• Display of specific contact details

This approach helps to:

• reduce the time required to create a support request;

• automatically retrieve device information;

• avoid unnecessary steps and forms;

• direct users more quickly to the right support channel.

Device serial number verification

If the serial number is provided, the system automatically:

• identifies the device model;

• displays the warranty status;

• provides quick access to the latest firmware and manuals;

• unlocks extended support options.

Is it possible to continue without a serial number?

Yes, the user can select the “I Don’t Have a Serial Number” option and proceed without it.

However, it is important to note that:

• for RMA and warranty requests, a serial number is mandatory;

• for standard technical support tickets, a serial number is usually required if the issue is related to a specific device;

• if the request is not device-related (services, account, licenses), it is possible to submit it without a serial number.

Recommendation: if your question concerns a specific device, enter the serial number from the start — this will significantly speed up request processing.

I Have a Serial Number	I Don’t Have a Serial Number

MyZyxel login or registration

The next step is to sign in to a MyZyxel account or register a new one.

Users are offered two options:

• Register / Sign in via MyZyxel — full access to all support features

• Continue without an account (limited functionality) — proceed without registration with limited options

Why registration matters

For a full support experience, registration is required. If you continue without signing in to MyZyxel:

• only a limited set of options will be available;

• creating a standard support ticket will not be possible;

• phone support will be unavailable;

• the user will see only the basic options shown on the limited-access screen.

Register / Sign in via MyZyxel	Continue without an account (limited functionality)

All ways to contact Zyxel — in one place

At the Support Contact Options step, the user can see all available ways to contact Zyxel. For the fastest results, Zyxel recommends starting with AI Tobi.

AI Tobi — the fastest way to get help

AI Tobi is Zyxel’s intelligent assistant, available 24/7. It helps users quickly find a solution and, if needed, prepares a support request.

Benefits of AI Tobi:

• instant start with no waiting time;

• step-by-step troubleshooting;

• most issues are resolved within minutes;

• a support ticket is created only when necessary.

Please note: AI Tobi does not handle RMA or warranty-related requests.

Phone Support

On the Phone Support page, you can find your Customer ID. To view the support phone numbers for other regions, click Other Region Contacts.

Availability depends on:

• region;

• local support business hours;

• user status (signed in to MyZyxel).

Pre-Sales Request

Pre-Sales requests are for product selection, compatibility, solution design, and other questions before purchase.

Callback

Enter the last 3 digits of your Order Number and click Verify My Status to check your callback support eligibility.

Note: Phone support is available in English only. For local language support, please submit a ticket.

Contacting the Sales Team (Zyxel Sales)

This option is used to contact the sales and presales teams for:

• product consultations;

• training and certification;

• partner program inquiries;

• commercial and pricing questions.