|Access and Registration Frequently Asked Questions (FAQs)
Do I need to register to place an order or status my orders online? Do I need to register to open or status my assistance requests (e.g., trouble tickets) online?
Yes. You will need a user name and password to access Order Management and Customer Support features. Registering with Nokia.com allows us to personalize your Nokia.com user experience with features and content that will be most helpful to you based on your active purchase agreement, contract or warranty with Nokia. We encourage you to register today so you can take full advantage of all our features.
Once I have submitted a registration form, how long will it take to be approved?
Standard requests with complete and accurate information are approved within two business days. Note: For Nokia employees, you do not need to register. Simply login with your CSL/CIP.
What are the rules for creating a user name?
For customers and business partners, your user name is your company's Internet email address (e.g., email@example.com). Your user name is case insensitive. Because of personalized entitlement & subscription features of the support site and the requirement to protect customer data and privacy considerations, no "group" logins are permitted. All user names/accounts must be assigned and used by an individual user. For Nokia employees, your user name is your CSL.
How do I register for Analyst Corner?
We define industry analysts as individuals who publish research on industry
trends and technologies, not the investment potential of equipment vendors or service providers. If you are an industry analyst, please click here to complete an online registration form. Our Industry Analyst team will review your information and send you an email when your profile has been approved.
If my email address is my user name, what happens if my company email address changes?
To change your email address, Contact us for assistance. It is important to keep your email address current in your Nokia profile to avoid delays:Receiving Nokia Subscription Services
Receiving status messages regarding your request for additional entitlements
Receiving order status acknowledgements
Remembering your user name and logging into Nokia.com
Because this profile attribute impacts your user name, it cannot be changed online. You must Contact us for assistance.
I'm not getting any email response. What is wrong?
Please check that your user name is the same as your email address. You must have a correct and current email address for us to be able to contact you. We send system generated acknowledgement messages after successful transactions. Our turnaround time for approving standard registration requests or responding to your Contact us email requests is two business days. Incorrect email addresses will cause delays. If you have not heard from us in two business days, Contact us by phone for assistance.
What are the rules for creating a password?
The new password cannot be the same as the current password.
The password length must be minimum 8 characters.
The new password cannot match the previous 10 passwords.
The password needs to have 1 letter and 1 special character (non alphanumeric).
Please avoid using spaces. The system does not recognize white spaces. Don't forget that passwords are case sensitive. For security reasons, we will not include your password in email messages. You will need to remember the information you provide on your registration form. If you have forgotten your password, please select "Forgotten Password" on the login page.
What are the rules for creating the security question and answer?
In addition to your password, you will be asked to specify a security question and answer on the registration form. You determine both the question and answer (e.g., What is my mother's maiden name? What is my favorite color? What is my dog's name?). It is an additional layer of security used to validate you. For example, you will need to know the answer to your security question to assign yourself a new password. The security question and answer are both case insensitive. You will get an error message if you use the same word(s) for both the question and answer.
During registration, I received an error message indicating that my user name and password already existed. What does it mean?
You may have either already registered or attempted to register and gotten interrupted before you completed the form. Try the following instructions below or Contact us for assistance:You may have attempted to register for the first time before and been interrupted before you completed the process. Please contact iCare for assistance to register again.You may already have a user name and password. Review the rules for creating user name and password to avoid typos. Try logging in again. If that doesn't work, try assigning yourself a new password by going to Nokia.com and selecting "Forgotten password?"You may already have a user name and password and just want to register for additional entitlements. You must do this via your profile after you login. To access, login to Nokia.com, select "My Profile" and then the appropriate application (e.g., Order Management, Customer Support or My Extranet).
What should I do if I have problems with my user name and password?
It may just be a typo. Review the FAQs describing the "rules for creating a user name and password" and try logging in again. If you are still unsuccessful, go to the Nokia.com and select "Forgot your password?" to reset your password or Contact us for assistance.
What is the password expiration policy?
Passwords expire after six months. You will be prompted for a new password when your password expires. If you need assistance in re-establishing your password, please Contact us to have it reinstated.
What is the session or idle time-out policy?
The active session time-out is eight hours, with an idle time-out of two hours. If you are timed out, you will be asked to login again when you try to access any password-protected page. Once you login again, you will go directly to the page you were trying to access.
Does scripting need to be enabled in my browser?
Because of the advanced features offered throughout the nokia.com website, it is required that scripting be enabled in your browser. Most browsers default to this setting. If scripting is not enable, you will not be able to login to the authenticated nokia.com site.
What is the best way for registered users to view Nokia.com?
Our goal is to provide you with the best user experience. Although our design is flexible, here are a few guidelines for optimum viewing:View with Microsoft Internet Explorer 7.x or Mozilla Firefox 5.x or higher.Set your browser to Unicode (UTF-8) encoding.Set monitor resolution at 800 x 600 or higher.Set your monitor to 256 colors or higher.Use a Microsoft Windows-based operating system, rather than Macintosh or UNIX.Set your browser to enable scripting. (Required)
How do you keep users informed about scheduled maintenance and unplanned outages?
We strive to provide users a minimum 48 hours advance notification before standard scheduled maintenance. We publish the notification via an online news article. News is located on the Customer/BusinessPartner Center main page and on the Customer Support main page. We encourage you to read our news articles to stay informed about changes that may impact your online experience. Additionally, during the outage we display a page to assist users with alternative support.
On occasion we have unexpected site outages impacting applications or the entire Web site. When an outage occurs, Nokia immediately takes action to verify, analyze and solve the problem. Generally, these unplanned outages last less than an hour. Consequently, we recommend that you try back later. If you have an immediate need (e.g., place an order or open an assistance request), Contact us for assistance. However, if the outage is over two hours and impacts the entire Web site, we will:Replace the standard PBX greeting associated with the Nokia.com help deskKeep the help desk informed of progress to restore functionalityDisplay a Web page when users try to login to inform them of the outage and to assist them with alternative support
To help us help you, please promptly report all performance problems to the help desk.
Is there a service charge for using this Center?
No. There is no additional service fee for using the features associated with the Customer/BusinessPartner Center (e.g., Order Management or Customer Support). Nokia customers' and business partners' access is based on their active contracts, warranties or direct purchase agreements. Access is given to all Nokia employees.
What are cookies and why are they required to access the site?
For additional information please use our Contact Us page.