Customer Portal FAQ's
Why did the website change?
Why doesn’t my old login work anymore?
Why do I need a Windows Live ID?
Can I use a Live ID I already have?
How do I get a Windows Live ID?
I have several Live IDs, which should I use?
Is my Live ID information safe?
What do I need to do to access my membership on the new website?
What is my login for the other User Group I belong to?
Profile/Contact Questions
How do I add co-workers to my company's membership?
Why do I need to update My Profile or my Company Profile?
How do I find my profile? How do I make updates to my profile or my company’s profile?
How do I hide or show my Company Profile details in the Member Directory?
General Questions
Where are the recordings and other materials for past webinars and events?
Who can I contact with more questions?
Who can I contact with a technical question, or to report a technical problem with the website?
Why did the website change?
As our business and customer base continues to grow, we are always striving to provide you with more support options, as well as, more opportunities to learn, share, and network. We have upgraded our systems to provide you with more resources and more value for your investment in WatchGuard Video products. As part of this upgrade, we’ve rolled out a new, more user friendly web site! Here are just a few of the benefits:
- More knwlwdge base information – easier to find
- Easier account maintenance – easier to update your information, add members, and renew your membership
- One login across all User Groups – fewer user names and passwords to remember
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Why doesn’t my old login work anymore?
As part of the switch, we’ll be streamlining management of your Watchguard Video user name. Instead of using your old login name and password, we are now using a Windows Live ID to login to the Customer Service portal. Using Windows Live ID has many benefits, including:
- One login across all User Groups – fewer user names and passwords to remember
- One less login to remember – you can use your Live ID that you use most often
- Quicker access to resources – easier switching to also use the Microsoft Dynamics Community and related resources
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Why do I need a Windows Live ID?
Using your Live ID to log in is simpler, easier to remember, and provides a number of other benefits:
- It’s one less user ID and password you have to remember (or one less to forget!)
- If you belong to more than one Dynamics User Group, you’ll only need one login for all User Group web sites
- You’ll only need one login over the life of your relationship with WatchGuard Video.
- You can also sign into Microsoft Dynamics Community / CustomerSource / PartnerSource (if registered) with the same login, as well as, any other sites that use a Windows Live ID for authentication.
If you already have a Windows Live ID (previously called a .Net Passport or Passport Account), or a Live, Hotmail, Windows or MSN Messenger account, you’re all set.
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Can I use a Live ID I already have?
Absolutely – in fact, we recommend that. If you already access CustomerSource or the Microsoft Dynamics Community, we strongly suggest you use the same Windows Live ID.
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How do I get a Windows Live ID?
It’s easy and takes just a couple minutes – just navigate to http://home.live.com/. You can sign up for a new email account or use an existing email address for your new Live ID. We understand that this can be a hassle, but the process is very easy and secure and will allow you to take advantage of all our new customer service features.
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I have several Live IDs, which should I use?
If you use a Live ID to access CustomerSource or the Microsoft Dynamics Community, we strongly recommend you use that one. You can use any Live ID you have. Ultimately, the decision on which Windows Live ID you use is up to you!
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Is my Live ID information safe?
Rest assured this process is very secure and there is no way for anyone at Watchguard Video to see your Windows Live ID or your password. We will not have any Live ID user names or passwords stored in our system. When you sign into the new website with your Live ID, the website sends the ID and password to the Microsoft Live ID Service. The Live ID Service validates the ID and password, and returns to our web site a unique identifier which is specific to the Watchguard Video website. This unique identifier is matched to your membership, and it is the only information that we store. There is nothing that we can do with this unique identifier outside of the Watchguard Video website because it is specific to our own web site.
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What do I need to do to access my membership on the new website?
You must connect your Live ID to your membership in order to have full use of the website and leverage your Membership. Follow these four steps:
1. First you will need to request access to the WatchGuard Video Customer Service Portal by filling out the contact form at this link: http://cs.watchguardvideo.com:8080/contact-us
(PLEASE NOTE THAT WE WILL NEED A VALID EMAIL ADDRESS TO SEND THE INVITATION CODE TO)
2. Copy and paste the Invitation Code link you received in the email announcing the new web site
3. Sign in with your Windows Live ID. If you do not have one you will need to create one at: http://home.live.com/
4. Update your Company Profile and fill in any missing Membership Information
5. Update your Profile and fill in any missing Membership Information
Be sure to use this opportunity to update the information on your profiles. As one of the major benefits of our new Customer Service portal is to better enable us to serve you and your needs.
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What is my login for the other User Group I belong to?
Guess what? If you belong to two User Groups you only need one Live ID to access both web sites. Note that if you’ve gone through the initial setup with one User Group the first time you logged in, then you do not have to repeat this process for the other User Group. However, your profile and your company’s profile are different between User Groups, so you’ll want to update these for each User Group you belong to.
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How do I add co-workers to my company's membership?
Access to our new Customer Service portal is not only for you, it’s for everyone at your organization! The programming available covers a wide range of topics and job roles, so take advantage and get everyone involved. Adding additional members to your account is a two-step process:
- Have the Primary Contact for your Membership log into your Company Profile
- To identify your primary contact, a contact already connected to the membership must log in, select “Company Profile”, and look for the Primary Contact field
- The Primary Contact needs to type the email address of the new contact for your membership under the "Invite New Contact" section and click the "Invite" button
- An automatic email will be sent to the email address entered with the following instructions (steps MUST be completed by new contact):
- Click the link that was sent in the invitation email
- Copy and Paste your Invitation code into the text box provided
- Upon successful validation of an invitation code, click the Sign In button and enter your Windows Live ID credentials
- Update “My Profile” and Save
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Why do I need to update My Profile or my Company Profile?
It is vitally important that you update both your profile and your company’s profile. This information will be used to develop your Account Directory, as well as, enable Customer Service to be up to date with your most current contact information and job responsibilities.
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How do I find my profile? How do I make updates to my profile or my company’s profile?
The links to both “My Profile” and “Company Profile” are in the upper right of your Watchguard Video web site. Just log in using your Live ID and select the profile you’d like to update.
Please note: if you choose, the information contained in your Company Profile is available for other Watchguard Video Customer Service Portal members to search and view through the Member Directory.
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How do I hide or show my Company Profile details in the Member Directory?
The Primary Contact for your Membership needs to update the checkboxes available for privacy preferences available from your Company Profile (must be signed in to view or update your Company Profile information). Please note: the information contained in your Company Profile is available for other Watchguard Video members to search and view through the Member Directory.
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Where are the recordings and other materials for past webinars and events?
One of the great new features of our new Customer Service portal is tracking of events and webinars. Going forward in an effort to better service our customers, we will be documenting all Customer service events and releases in the new portal.
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Who can I contact with more questions?
Email us at CustomerService@WatchguardVideo.com – we’re glad to help.
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Who can I contact with a technical question, or to report a technical problem with the website?
Please direct all technical questions and problems about the website to IT@WatchguardVideo.com – we appreciate your feedback.
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