You can access My Esri by visiting the website (https://my.esri.com). This will re-direct you to the sign in page for your Esri account. If you do not have an account, you will be prompted to create one.
The website uses tabs to organise information. All licensing, software, and support functionality is stored under the “My Organisations” tab.

If you cannot access this tab, your account does not have the correct permissions to view any organisations. There are several different options to resolve this issue:

If you have recently purchased software, you will receive an email with a link to connect to your organisation. You may also receive a token which can be manually entered to enable visibility of the “My Organisations” tab for your account (this option can be found by navigating to: My Esri > My Profile > Connect to Your Organisation > Connect with a Token).

If you are a new user, you can use My Esri to request permissions to connect to an organisation. Note that you can be connected to multiple organisations if necessary (this option can be found by navigating to: My Esri > My Profile > Connect to Your Organisation > Request Permissions).

Or you can talk to your primary maintenance contact or administrator, and ask them to either invite you as a new user or grant you permission to view your organisation. If you are the primary contact and you need instructions on this process, please contact Esri Australia Support.

If you have an Esri trial, a temporary license from an Esri Press book or workbook, or a student trial, you are not eligible to view organisation information on My Esri and therefore do not need to be connected to an organisation. Instead, please visit Esri’s trial site for information on how to activate your trial software; or visit the Esri Press site for free trials related to workbook; or visit Esri’s Student Trial site to activate your student edition software.

If none of the previous options resolved your connection issue, please contact Esri Australia Support on: 1300 635 196 with your customer number and username.

Use the Request Case form to contact Support Services about issues you are having (this option can be found by navigating to: My Esri > My Organisation > Support > Request Case). The form is available from the Support tab to those who are designated as authorised callers (see below). If you don’t see the link to the form, you may not be an authorised caller. Contact your organisation’s My Esri administrator to verify your permissions.

The Request Case form will create a new case that records all the technical notes, documentation, and related interactions between you and a support analyst for a given technical issue. Cases are tied directly to your organisation.

If any of your licenses are no longer accessible due to system failure, system loss, or destruction, the Recover Lost Licenses page is a new way to reset your licenses (this option can be found by navigating to: My Esri > My Organisation > Licenses > Recover Lost Licenses). Note, you must have the “Take Licensing Actions” permission granted to see this form.

On this page, you’ll be led through finding the crashed/lost/damaged machine, either by the products activated on it or using the UMN ID, and then recovering of the lost licenses. The license recovery process requires the signature of the organisation’s License Administrator in a Certificate of Destruction. This process is irreversible and should only be used as the absolute last option when all other solutions to rectify the problem have failed. In addition, if a license has already been returned once through My Esri, they will not be eligible for another return.

It is recommended to always deauthorise licenses before upgrading operating systems or moving software to a new machine.

Please follow these steps before you contact the technical support team:

• Verify the source of the incident by confirming if it resulted from an Esri software error message. If the problem resulted from the database, hardware, or network software of another vendor, Esri Malaysia will work with you, and the other vendor, to solve it.
• Carefully repeat the process to ensure the technical incident was not caused by misstep or human error.
• Determine whether the problem occurs on one, more than one or all your workstations/servers.
• Determine whether the problem is specific to one, more than one or all of your datasets.
• Determine whether the problem occurs randomly or consistently.
• Check any recent changes in your computing environment that could have potentially caused the problem. Kindly consider checking the following:
  • Version of the product, database, operating system and network software
  • Client or server components
  • Server configuration
  • Security settings

See the technical enquiries for the following ArcGIS products.

• ArcGIS Online FAQ
• ArcGIS Enterprise FAQ
• ArcGIS Pro FAQ