Troubleshooting
- I cannot log in to Cisco Secure MSP Hub. I'm receiving the error “Secure MSP Hub is currently not supported in your region. Please contact msp@cisco.com.”
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Currently, we do not support users outside of the U.S. We are working on extending the Secure MSP Hub to other regions. If you are an active partner from the U.S., please contact our support at msp@cisco.com. We will investigate your case.
- I cannot log in to Cisco Secure MSP Hub. I’m receiving the error “We could not find your Secure MSP Hub account. Please contact msp@cisco.com.”
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The reason for that error is that you are not a Secure MSP Center partner. If you are an active partner and you cannot log in, we might need to investigate your case, please write to msp@cisco.com.
- When I try to log in to Cisco Secure MSP Hub, I am redirected to id.cisco.com/signin/enroll.
- Before using Cisco Secure MSP Hub, you must configure two-factor authentication. It is required before using any Cisco product. Go to id.cisco.com/signin/enroll and choose a multi-factor authentication (MFA) option. For more information about MFA and its configuration, see Multi-Factor Authentication.
- I cannot log in to the Umbrella product console.
- As a Cisco Secure MSP Center partner, you should be able to access the Umbrella console seamlessly when logged in to Cisco Secure MSP Hub. If you have an issue with that, please try to log out of Cisco Secure MSP Hub and log in again. Go to the Products section in Cisco Secure MSP Hub and select Umbrella DNS Securityto log in to the console. You should be logged in without providing your credentials one more time. If you still have an issue, please contact umbrella-support@cisco.com.
- I cannot log in to the Secure Endpoint product console.
- If you are a Cisco Secure MSP Center partner, you should be able to log in to the Secure Endpoint console seamlessly. If you have an issue with that, please try to log out of Cisco Secure MSP Hub and log in again. Go to the Products section in Cisco Secure MSP Hub and select Secure Endpoint to log in to the console. You should be logged in without providing your credentials one more time. If you still have an issue, please contact secureendpoint-support@cisco.com.
- I cannot log in to commerce.cisco.com.
- Please check that you are logged in to id.cisco.com and go to commerce.cisco.com/direct/msp/myaccount. If you still experience an issue, please contact the Billing team at msp@cisco.com.
- I cannot log in to learn.ciscosecure.com/page/secure-msp-hub.
- Please check that you are logged in to id.cisco.com and then go to learn.ciscosecure.com/page/secure-msp-hub. If you still cannot log in, please contact us at msphub-support@cisco.com.
- I cannot log out of Cisco Secure MSP Hub.
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Be aware that when you are logged out of Cisco Secure MSP Hub, you are logged out of id.cisco.com also.
To log out of Cisco Secure MSP Hub- Step 1. In the upper-right corner of the console, select your profile name.
- Step 2. From the dropdown menu that opens, select Sign out.
You will be logged out and redirected to the login form again. If that was not successful, please contact our support team at msphub-support@cisco.com.
- When I am trying to log in to Cisco Secure MSP Hub, and I get redirected to id.cisco.com where I receive an error message saying that my username or password are incorrect.
- If you don't remember your username or password, please go to Login and Account Help and check out tips on how to change the password or account information.