SugarCRM SupportPoliciesManaging Your Sugar Subscription

Managing Your Sugar Subscription

How do I contact SugarCRM?

There are plenty of ways to talk with someone at SugarCRM. Please refer to the Contacting SugarCRM article to determine the best point of contact for your situation.

Which Sugar product am I using?

Sugar offers a diverse line of complementary products. From CRM to marketing automation and more, you can browse our product offerings at When logged in to SugarCRM's flagship CRM product, you will find that you are actually using one or more CRM solution licenses (e.g., Sugar Sell Advanced, Sugar Serve). To determine your assigned CRM solution licenses (e.g., Sugar Sell Advanced, Sugar Serve), simply log in to your Sugar account and click your profile picture in the Sugar navigation bar and select "About". The license type is assigned to user records to determine the specific Sugar functionality available to each user. For more information on license types in Sugar, please refer to the License Types Matrix documentation for Sugar versions 12.0.x and higher or the User Management documentation for Sugar versions prior to 12.0.x.GettingStarted UserMenu About

For Sugar versions 12.0.x and higher, you can also find information regarding your assigned CRM solution licenses by clicking the Help link in Sugar's footer
GettingStarted HelpLink Product License

What is my Sugar version?

Sugar offers several release updates for each product (e.g., Sugar Serve) several times a year. Each version and product combination is unique and requires its own documentation and troubleshooting approach. To find your Sugar instance's version, simply click the About link from your user profile menu in Sugar. 
GettingStarted UserMenu About

For Sugar versions 12.0.x and higher, you can also find information regarding your Sugar version by clicking the Help link in Sugar's footer

GettingStarted HelpLink Product License

Do I need to create a account?

If you want to perform any of the following actions, you must create an account and log in to

You do not need a account to perform the following actions:

How do I get access to the case portal?

Only support-authorized contacts can use their account to submit cases to Sugar Support via the case portal. To learn how a support-authorized contact can create an online account with SugarCRM and get set up for case portal access, please refer to the article Setting Up Access to the Case Portal.

What is a support-authorized contact?

The support-authorized contact is the person at your organization who has been designated to work with Sugar Support via the case portal. This person will act as the liaison between your end users and Sugar's support team. Every SugarCRM customer is allotted at least one support-authorized contact, depending on their purchased level of support. Typically, the support-authorized contact is an administrator of your Sugar system and has the highest level of insight into how your organization uses Sugar and how it has been configured or customized.

How do I download the software I bought?

Use the following steps to access your downloadable software:

  1. Navigate directly to your account's Downloads page.
  2. If necessary, log in using your username and password.
  3. Select the appropriate product and version to reveal the available software. 
    Note: You may not see the category dropdown list if you purchased only one product.
  4. Click on the file that you wish to download.

If you would like to share your download files with a new or additional user, submit a Support case asking us to grant the user access. Please include their username and their relationship to your organization (e.g. consulting partner, network admin, etc.).

How do I update my account information?

To update the password or company information associated with your account, follow these steps:

  1. Log in to
  2. From your user menu at the top of the page, select "My Profile".
  3. Click the Edit button, make your changes, and then click "Save Changes".

Please note that the email address field may be locked from editing. If you need to make changes to a locked email address, please submit a Support case asking us to make the change.

Is my software up-to-date?

Instances hosted by Sugar's cloud environment will be automatically upgraded to the latest available release according to the Upgrade Policy outlined in the SugarCloud Policy Guide. Customers who host their Sugar instance anywhere else can check for newer versions by navigating to Admin > Upgrade Wizard.

How do I get a copy of my cloud data?

SugarCloud instances are automatically backed up on a nightly basis and maintained for a period of 30 days. For more information on accessing these backups, please refer to the SugarCloud Policy Guide.

What is the status of my reported bug?

Support-authorized contacts can check a bug's status in the Case Portal's Bugs module at any time.

When you have a support case in the "Pending Defect Resolution" stage, you will automatically receive updates on the status of the related bug at least once every 30 days via email until it has been resolved. For more information on the various bug stages and other fields, please refer to the Using the Case Portal article.

Last modified: 2022-05-05 17:08:11