Citrix Cloud

How to Get Help and Support

Creating a Citrix Cloud account

If you encounter an error when signing up for a Citrix Cloud account, contact Citrix Technical Support.

Signing in to your account

Citrix Cloud sign in page

If you’re having trouble signing in to your Citrix Cloud account:

  • Make sure you sign in with the email address and password you provided when you signed up for your account.
  • If you haven’t recently signed in to Citrix Cloud or if your password doesn’t meet requirements, you’re prompted to reset your password before signing in. For more information, see Changing your password in this article.
  • If users access Citrix Cloud using company credentials instead of a Citrix account, select Sign in with my company credentials and enter your company’s sign-in URL. You can then enter your company credentials to access your company’s Citrix Cloud account. If you don’t know your company’s sign-in URL, contact your company’s administrator for assistance.

Changing your password

If you’ve forgotten your Citrix Cloud account password, select Forgot your username or password? and enter your account email address to receive an email to reset your password. If you don’t receive the password reset email, or if you need further assistance, contact Citrix Customer Service.

To help keep your account password safe and secure, Citrix Cloud might prompt you to reset your password when you attempt to sign in. This prompt occurs if:

  • Your password doesn’t meet Citrix Cloud’s complexity requirements. Passwords must be at least 8 characters long and include:
    • At least one number
    • At least one upper-case letter
    • At least one symbol: ! @ # $ % ^ * ? + = -
  • Your password includes dictionary words.
  • Your password is listed in a known database of compromised passwords.
  • You haven’t signed in to Citrix Cloud in the last six months.

When prompted, select Reset Password to create a new strong password for your account.

Cloud Health Dashboard

The Citrix Cloud Health Dashboard (https://status.cloud.com) provides an overview of real-time availability of the Citrix Cloud platform and services in each geographical region. If you experience any issues with Citrix Cloud, check the Cloud Health Dashboard to verify that Citrix Cloud or specific services are operating normally.

Cloud Health Dashboard

Use the dashboard to learn more about the following conditions:

  • The current health status of all Citrix Cloud services, grouped by geographical region
  • The health history of each service for the last seven days
  • Maintenance windows for specific services

View health and maintenance status

Select Current Status to display the current health status of all Citrix Cloud services and platform components in each geographical region.

Cloud Health Dashboard with Current Status highlighted

Select List to display the health status of all Citrix Cloud services and platform components for the last seven days. Select Show Affected Only to display only the services that have had maintenance or health events in the last seven days.

Cloud Health Dashboard with List highlighted

Select Calendar to display a calendar view of service maintenance windows. Select Next or Previous to scroll through the scheduled maintenance events for each month.

Cloud Health Dashboard with Calendar highlighted

View service incident details

To view more detailed information about the service health incident for an affected service:

  • From the List view, click the icon next to the service indicator to view more detailed information about the service health incident. Service health details
  • From the Calendar view, click the service entry to view the status page for the scheduled maintenance window. Service health calendar view with entries highlighted

Subscribe to notifications

You can receive notifications about service health events using the following methods:

  • Select Subscribe in the upper-right of the dashboard and select the notification method you want to use. You can select from several methods, including email and phone.

    Service Health Dashboard with Subscribe link highlighted

  • Enter the following URLs in your RSS reader to subscribe to the Citrix Cloud Health RSS feed:

    • To receive service incident and maintenance notifications in a single feed, subscribe to https://status.cloud.com/?format=atom.
    • To receive only service incident notifications, subscribe to https://status.cloud.com/atom/incidents.
    • To receive only maintenance notifications, subscribe to https://status.cloud.com/atom/maintenances.

To subscribe to all service notifications in all geographical regions:

  1. Select Subscribe in the upper-right corner of the dashboard and then select the notification method you want to use.
  2. Enter the contact details or URL for the chosen subscription method. Select Next.
  3. From the Customizations page, select All services to receive notifications for all services in all geographical regions.
  4. To receive only the first and last notifications for each incident, select Only send me the minimum number of notifications per incident.
  5. Click Save.

Service health subscription options

To subscribe to notifications for specific services or regions:

  1. Select Subscribe in the upper-right corner of the dashboard and then select the notification method you want to use.
  2. Enter the contact details or URL for the chosen subscription method. Select Next.
  3. From the Customizations page, select Selected services. A multi-page list appears that displays every service in every supported region.
  4. Select the services in the geographical regions that you want to be notified about. To be notified about all services in a geographical region, select Aggregate by groups and then select the region.
  5. To receive only the first and last notifications for each incident, select Only send me the minimum number of notifications per incident.
  6. Click Save.

Unsubscribe from notifications

Depending on the subscription method, links to unsubscribe or change your subscription are included in the confirmation message you receive (for example, when subscribing to phone notifications) or in each notification message (for example, when you subscribe to email notifications). For example:

  • Phone notification with subscription options: Service health subscription confirmation by phone

  • Notification email with subscription options Service health notification email with subscription options highlighted

To unsubscribe from all notifications and remove all subscription methods:

  1. Locate your subscription confirmation message or an existing notification and select the link to unsubscribe. Some subscription methods might provide a single link to edit or cancel your subscription.
  2. Depending on your subscription method, use one of the following options on the Edit Subscriptions page:
    • Select Remove all subscriptions.
    • Select Unsubscribe. From the Unsubscribe methods page, select Remove all subscriptions.

To unsubscribe from all notifications for a specific subscription method:

  1. Locate your subscription confirmation message or an existing notification and select the link to unsubscribe. Some subscription methods might provide a single link to edit or cancel your subscription.
  2. Depending on your subscription method, use one of the following options on the Edit Subscriptions page:
    • Select the subscription method you want to remove. Your subscription is removed immediately.
    • Select Unsubscribe. From the Unsubscribe methods page, select the subscription method you want to remove. Your subscription is removed immediately.

Change service notifications

  1. Locate your subscription confirmation message or an existing notification and select the link to edit your subscription. Some subscription methods might provide a single link to edit or cancel your subscription.
  2. From the Edit Subscriptions page, select the subscription method that you want to manage.
  3. On the Customizations page, select the services you want to be notified about or clear the services you no longer want notifications for, as needed.
  4. Select Save.

Citrix Cloud support forums

On the Citrix Cloud support forums you can get help, provide feedback and improvement suggestions, view conversations from other users, or start your own topics.

Citrix support staff members track these forums and are ready to answer your questions. Other Citrix Cloud community members can also offer help or join the discussion.

You don’t need to sign in to read forum topics. However, you must sign in to post or reply to a topic. To sign in, use your existing Citrix account credentials, or use the email address and password you provided when you created your Citrix Cloud account. To create a new Citrix account, go to Create or request an account.

Technical Support

If you’re experiencing an issue that requires technical help, you can access the Citrix Support Knowledge Center to open a support case or talk with a Citrix Technical Support representative.

To access the Support Knowledge Center, visit https://support.citrix.com/case/manage.

Alternatively, in Citrix Cloud:

  1. Select the Help icon near the top-right of the screen

    Citrix Cloud Help icon with Open a Ticket menu option highlighted

  2. Select Open a Ticket > Go to My Support

    Visit My Support

  3. Sign in with your Citrix account

    The Citrix Cloud sign in form

After signing in, contact Citrix Technical Support using one of the following methods:

  • Start a support case: Select Open a Case and then provide the details of the issue you’re experiencing.
  • By telephone: Select Contact Support to view a list of local phone numbers you can use to call Citrix Technical Support.
  • Live Chat: Select Start chat in the lower-right corner of the page to chat with a Citrix Technical Support representative.

Simplified Support Center home page with contact buttons highlighted

Support articles and documentation

Citrix provides substantial product and support content to help you get the most out of Citrix Cloud and resolve issues you might experience with Citrix products.

Education resources

The Citrix Cloud Learning Series portal offers education modules to get you up and running with Citrix Cloud and its services. You can view all of the modules sequentially, from overviews through planning and building services. Start your cloud journey with the following courses:

The Citrix Education video library offers online video lessons that walk you through key deployment tasks and troubleshooting the components that you use with Citrix Cloud services. Learn more about tasks like installing Cloud Connectors and registering VDAs, as well as troubleshooting these components.

Citrix Cloud Resource Center

The Citrix Cloud Resource Center can help you get started with Citrix Cloud, learn more about features, and search to resolve issues. Click the blue compass icon at the bottom right of the page. This feature is available for the Citrix Cloud platform and Virtual Apps and Desktops and Application Delivery Management services.

Citrix Cloud management console with Resource Center icon highlighted

  • Get Started: Provides a brief guided walkthrough of key tasks specific to the service you’re currently working with. You can also find links to training and onboarding resources to help you learn more about service capabilities and set up your end-users for success.
  • Announcements: Provides notifications of newly released features and links to essential Citrix communications. Select a feature notification to receive a brief guided walkthrough of the feature.
  • Search Articles: Provides a list of product documentation and Knowledge Center articles for common tasks and helps you find more articles, without leaving Citrix Cloud. Enter a search query in the How do I… box for a filtered list of articles based on the service you’re working with. In general, support articles appear first in the list, followed by product documentation articles.

Citrix Tech Zone

Citrix Tech Zone contains a information to help you learn more about Citrix Cloud and other Citrix products. Here, you can find reference architectures, diagrams, videos, and technical papers that provide insights for designing, building, and deploying Citrix technologies.

How to Get Help and Support