Zyxel Support Portal – How to Contact Technical Support and Request Warranty Service

This article explains how to submit a Technical Support Request through the Zyxel Support Portal for technical assistance and warranty service.

Important: All technical support and warranty requests now begin as a Technical Support Request. If you believe your device may require warranty replacement, you can indicate this while submitting your support request and optionally provide your warranty and shipping information. After technical assessment, if your device is confirmed to be eligible for warranty replacement, your Technical Support Request will be processed as an RMA (Return Merchandise Authorization) case.

When you create a MyZyxel account, you gain access to Zyxel's support ecosystem, including MyZyxel.com, support.zyxel.com, and Nebula Control Center (NCC). If you already have a MyZyxel account, you can use the same credentials to sign in to the Support Portal.

How to Create Your Zyxel Account

If you are having problems with your device, you can go to “Contact Us”

Before You Begin

Before submitting a Technical Support Request, please ensure that you are signed in to your MyZyxel account. If you are not signed in, only the Tobi virtual assistant will be available, and you will not be able to create a Technical Support Request.

Before contacting Technical Support, we also recommend checking the following resources, as your issue may already have a documented solution:

• Firmware Updates – Install the latest firmware available for your device.
• Technical Documentation – Review the User Guide, CLI Guide, and other product documentation.
• Knowledge Base – Search for articles describing known issues and configuration examples.
• Zyxel Community Forum – Check discussions and solutions shared by other users and Zyxel experts.

If you cannot resolve the issue using these resources, continue with the steps below to submit a Technical Support Request.

Step 1. Verify Your Device

Enter your device serial number and click Check.

The Support Portal will automatically identify your product and display the available support and warranty information, including the support status, warranty status, latest firmware, user guide, and additional downloads.

After verifying the device information, click Continue to proceed with your Technical Support Request.

Note: If you do not have the device serial number, click I Don't Have a Serial Number to continue. Some features, such as automatic product identification and warranty information, may not be available.

Note: Whether you entered a serial number or selected I Don't Have a Serial Number, the process for submitting a Technical Support Request is nearly identical.

If your request is related to a Zyxel device, you will typically be asked to provide the device serial number during the support process. However, a serial number may not be required for inquiries related to software services, cloud services, licenses, subscriptions, or general technical question

Step 2. Review Your Device Information

After entering your device serial number, the Support Portal displays your device information, including the Support Status, Warranty Status, latest available Firmware, User Guide, and additional technical resources.

Verify that the detected device information is correct.

Best Practice: Before submitting a Technical Support Request, check whether a newer firmware version is available for your device. If an update is available, install the latest firmware and verify whether it resolves your issue before contacting Technical Support.

You can also review the latest firmware release notes to see whether your issue has already been addressed in a recent firmware update.

If the issue persists after updating your device and reviewing the available documentation, click Continue to proceed with creating your Technical Support Request.

Step 3. Choose a Support Option

The Support Portal provides several ways to contact Zyxel, including AI Tobi, Technical Support Tickets, Phone Support, Pre-Sales, and other services depending on your product and region.

Recommended: We recommend starting with AI Tobi, which can answer common questions, guide you through troubleshooting, and create a Technical Support Request when additional assistance is required. Many common issues can be resolved without waiting for manual support.

If AI Tobi cannot resolve your issue, or if you prefer to contact Technical Support directly, select Submit a Ticket (Support & Warranty) to create a Technical Support Request.

Note: The Support Portal may display additional contact options, such as Phone Support, Callback Service, or Pre-Sales Requests, depending on your product, region, and support eligibility. This article focuses specifically on creating a Technical Support Request using the Submit a Ticket (Support & Warranty) option.

Step 4. Open a Technical Support Request

After selecting Submit a Ticket (Support & Warranty), you will be presented with the available support scenarios.

Regardless of whether you have a technical question, need remote assistance, want to report a software issue, or require warranty service (RMA), all requests now begin by opening a Technical Support Request.

Click Open a Support Ticket to continue.

Important: RMA and warranty service requests are no longer submitted separately. If the Zyxel Technical Support team confirms that your device is eligible for warranty replacement after troubleshooting, your Technical Support Request will be converted into an RMA (Return Merchandise Authorization) case.

Step 5. Complete the Technical Support Request Form

Complete all required fields marked with an asterisk (*). Depending on your product and support request, additional fields may be displayed.

Step 5.1 (Optional). Add Warranty Information for a Potential RMA

If you believe your device may require warranty replacement, select I believe I may need an RMA replacement and would like to add warranty and shipping details to my Support Case.

This optional step allows you to provide your warranty, contact, and shipping information when creating your Technical Support Request. Providing this information in advance may help speed up the RMA process if your device is later confirmed to be eligible for warranty service.

Important: Selecting this option does not automatically create an RMA case or guarantee a warranty replacement. Your Technical Support Request will first be reviewed by the Zyxel Technical Support team. If the issue is confirmed to require warranty replacement, your support request will be converted into an RMA (Return Merchandise Authorization) case.

Note: If you do not select this option when submitting your Technical Support Request, you do not need to create a new ticket later. If an RMA is required after technical assessment, your existing support request will be updated, and you will be able to provide the required warranty, contact, and shipping information at that time.

Figure 5.1. Optionally provide warranty and shipping information for a potential RMA request.

Step 6. Submit and Manage Your Technical Support Request

After completing the required information, click Submit to create your Technical Support Request.

Once the request has been submitted, you will be redirected to the ticket page, where you can:

• View the current ticket status.
• Communicate directly with the assigned Zyxel Technical Support engineer.
• Provide additional information or answer follow-up questions.
• Upload screenshots, log files, diagnostic files, or configuration backups.
• Track the progress of your request until it is resolved.

Note: Files up to 50 MB can be uploaded using the attachment area below the conversation. For files larger than 50 MB, use the Large File Uploader available on the right side of the ticket page.

Tip: Respond to your existing Technical Support Request whenever additional information is requested. There is no need to create a new support ticket for the same issue. Keeping all communication within a single request helps the Technical Support team resolve your issue more efficiently.

If Your Support Request Requires an RMA

If the Zyxel Technical Support team determines during troubleshooting that your device requires warranty replacement, you do not need to create a new Technical Support Request.

Instead, your support engineer will update your existing ticket and ask you to provide the additional information required for warranty processing.

• Complete the RMA Information

You will receive a notification in your existing support request with instructions to complete the RMA information.

Open your current Technical Support Request. A notification banner will appear at the top of the page, and a new RMA section will become available on the right-hand side of the ticket.

After submitting the form, a confirmation message will be displayed indicating that your information has been successfully received.

Your Technical Support Request will be updated automatically, and the Zyxel Technical Support team will be notified that your RMA information has been submitted. There is no need to create a new support request.

Note: If you already provided your warranty and shipping information when creating the Technical Support Request, you may not need to complete all fields again.

How can I find my tickets in the Zyxel Support Portal?

• You can track and access your support requests by clicking your profile icon in our Support Service Center on the upper-right side of any Help Center page, and then click "My activities"

Ticket statuses

Ticket Closure and Solved Status:

• If a helpful article is found in the suggested list while creating a ticket, and you close the ticket, it will automatically be marked as "Solved."
• If a ticket is in the "Awaiting your reply" status for a long time without a response from the applicant, it will also be automatically marked as "Solved."
• Support staff can manually mark a ticket as "Solved" once no further assistance is needed.

Accidental Ticket Closure:

• If a support staff member accidentally closes a ticket, you can send a message within the ticket, and it will be reopened automatically.

Troubleshooting Portal Issues:

• Browser Compatibility: Ensure you're using one of the supported browsers (Chrome, Firefox, Safari, or Edge).
• Update Browser: Make sure your browser is up to date, and if problems persist, try using a different, up-to-date browser.
• Clear Cache: Clearing the cache and restarting your browser may resolve issues with the portal.
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