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Contact Cisco Umbrella Support

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If you need assistance with an issue, open a case with Umbrella Support. The preferred method is to use the Support Case Manager (SCM), which you can access through the Umbrella dashboard. SCM provides improved tracking, faster routing, and enhanced privacy controls.

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Important

Use the approved file-sharing site (Cisco Doc Exchange) to share files containing sensitive data with the Customer Support Team. Do not share sensitive or personally identifiable information (PII) within the ticketing system. For more information, see Contact Support for Umbrella for Government.

Before You Contact Support

Prerequisites to Open a Case

  • Cisco account (CCOID): To open and manage support cases, you must have a Cisco.com user profile (also known as a CCOID).
    • Your Cisco account (CCOID) must be configured with the same email address that you use for Umbrella support.
    • Important: Your Cisco account (CCOID) is distinct from your Umbrella credentials, which will remain unchanged.
    • If you do not have a Cisco account, follow the instructions in Create a Cisco account.
      For more information, see Login and Account Help – Cisco.
  • Full Admin privileges: To grant Cisco Support access to your Umbrella dashboard, you need full admin privileges. For more information, see Manage User Roles.

Procedure: Contact Support

Preferred Method: Support Case Manager (SCM) via Umbrella Dashboard

  1. Log in to the Umbrella dashboard.

  2. From the left navigation menu, click Support Platform.
    You will be redirected to the SCM portal.

  3. Log in to the SCM portal using your Cisco account (CCOID) credentials.

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    Note:

    • If you do not have a Cisco account, you will be prompted to create one using your Umbrella work email.

Upon accessing SCM, you will be notified that you must not share proprietary or sensitive information through this channel. Use Doc Exchange for transmitting PII or confidential files. For details, see Contacting Support for Umbrella for Government.

  1. Click Open New Case to submit a new case with Umbrella Support.

  2. Complete the case details form:

    • Enter the subject and a detailed description of your request.
    • Attach relevant screenshots (do not include PII).
    • Specify when the issue started, severity, and business impact.

  3. Click Submit.

  4. To view the status of your cases, click your username in SCM and choose My Activities.

Alternate Method: Phone Support

If you are unable to access SCM, contact Umbrella Support by phone.

  1. From your Umbrella dashboard, go to Admin > Licensing to view the current support phone numbers.
  2. Use phone contact for urgent or high-severity issues.

Note: You must provide your Cisco account (CCOID) to open a case.

Fallback Option: Email Support

If neither SCM nor phone support is accessible, contact support via email: [email protected]

You must have a valid Cisco account (CCOID) profile for your support case to be created. Include the email address associated with your Cisco account (CCOID) in your message to ensure that your ticket is processed.

Note: Email support will only be available for a limited period and is the least preferred option. Provide as many details as possible in your email.

What to Include in Your Support Case

When opening a support case (via SCM, phone, or email), provide the following information:

  • When did the problem first start?
  • Was Umbrella working, but stopped at some point?
  • Does the start of the issue align with any changes or updates?
  • Does the issue impact all users? If all users are not impacted, are there any similarities among affected users?
  • What are the OS, browser, and software versions involved?
  • Is the issue reproducible at will or is it sporadic?

Sample Support Case (via SCM)

Subject: Unable to Sync Active Directory
Description:

  • Issue started: 2025-07-15
  • Umbrella was syncing successfully until 2025-07-14.
  • No configuration changes made recently.
  • Affects all users in the domain.
  • Using Windows Server 2019, Chrome 126.
  • Issue occurs every time a sync is attempted.
  • Attached: Screenshot of error message (no PII).

Umbrella Policies Overview < Contact Umbrella Support > Get Started

Updated 2 days ago