Purchased software does not show in Customer Center
Product not visible in customer center
Expected product does not show in list
Software unavailable in customer portal
1. Make sure you have accessed the correct customer center - NetIQ or Microfocus. Note that the link on support.novell.com (correctly) goes to the Microfocus customer center.
2. Make sure you looking under the correct account. The correct account will have no "UC" in the account number shown in the upper right hand corner.
3. If the above doesn't help, email "firstname.lastname@example.org"
Alternatively, customer care personnel can simply transfer customers that are in "chat" to the CSR queue.