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ForgeRock Identity Platform
ForgeRock Identity Cloud

FAQ: Subscriptions

Last updated Aug 16, 2021

The purpose of this FAQ is to provide answers to commonly asked questions regarding subscriptions in BackStage.


Frequently asked questions

Q. How can I renew my subscription?

A. If you've received a renewal email from BackStage or you know that your contract renewal date is approaching, please reach out to your account manager or sales@forgerock.com for more information. You can find contact information for your account manager by navigating to the subscriptions page and then clicking the Details button on the subscription account you would like to know more about.

Q. How can I join a subscription?

A. If you know the 16 digit support key that was included in the welcome email at the start of the subscription, you can follow the instructions in this article Getting access to product support. If you don't know the support key, please reach out to one of the subscription admins within your organization and ask them to add you.

Q. How can I add additional members to my subscription?

A. To add additional members, follow the steps in this article: Administering Subscriptions.

Q. I've requested to join a subscription but nothing has happened, why?

A. If you are the first person to request to join the subscription, or the subscription doesn't have any active admins, then a request is sent to BackStage support to manually add you to the subscription. Since this is a manual process it can take a bit of time, so thank you for your patience. If the subscription already contains active admins, then a request is instead sent to the admins of your subscription asking for confirmation to add you to the subscription. Once an admin accepts the request, you'll be added to the subscription.

Q. How can I become an admin of my subscription?

A. Other admins of the subscription have the power to promote other members of the subscription to admin. Alternatively, you can email backstagehelp@forgerock.com, quoting your 16 digit support key, and request admin privileges

Q. I’m a member of a subscription, but I can’t access support, why?

A. Please make sure your email address is verified and your subscription is active. If the problem still persists, please contact backstagehelp@forgerock.com.

If the email address associated with your user ID is unverified, you will need to verify it before accessing the support system. If you haven't received your verification email, it may be in the Spam folder of your email account or you can resend a verification email as detailed in Logging in to ForgeRock services.

See Also

Getting started with ForgeRock Support (Identity Cloud)

Getting started with ForgeRock Support (Identity Platform)


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