FAQ

Judith de Jong — Wed, 17 Sep 2025 11:03:52 GMT

Current Revision posted to FAQ by Judith de Jong on 9/17/2025 11:03:52 AM

Q: What URL do I need to access the RWS Support Gateway?

Q: How can I login to the RWS Support Gateway?

A: In the top right of your screen you can click on the Login/Register link and enter your RWS ID username and password.

Q: Can I use email to log my Support cases?

A: No, we do not provide Support via email. Instead you can log your Support cases and questions via our easy-to-use service platform. Here you have direct access to your previous cases and a rich repository of knowledge articles.

Q: If I own one or more RWS products, what login credentials do I use to login?

A: You use the same login credentials for support on all your products.

Q: If I do not have a support contract, what type of cases can I log?

A: For customers with Trados Studio, MultiTerm, Passolo or Trados Accelerate, you will continue to have the option to log product license and/or install cases via the Trados Studio Licensing Help link on https://gateway.rws.com:

Q: What does the RWS Support Gateway look like?

A: See screenshot below. It has simplified case logging ability, enriched self-help capability with integrated knowledge base, links to other RWS resources and some options to change in your profile:

Q: Where can find more detail on how to use RWS Support Gateway?

A: We recommend to watch our video tutorials on various topics: Video tutorials - FAQ - To RWS Support - RWS Community

Tags: Gateway, FAQ, RWS Technical Support, RWS Support Gateway

FAQ

Judith de Jong — Thu, 06 Mar 2025 08:36:38 GMT

Revision 9 posted to FAQ by Judith de Jong on 3/6/2025 8:36:38 AM

Q: What URL do I need to access the RWS Support Gateway?

A: https://gateway.rws.com

Q: How can I login to the RWS Support Gateway?

A: In the top right of your screen you can click on the Login/Register link and enter your RWS ID username and password.

Q: Can I use email to log my Support cases?

Q: If I own one or more RWS products, what login credentials do I use to login?

A: You use the same login credentials for support on all your products.

Q: If I do not have a support contract, what type of cases can I log?

Q: What does the RWS Support Gateway look like?

A: See screenshot below. It has simplified case logging ability, enriched self-help capability with integrated knowledge base, links to other RWS resources and some options to change in your profile:

Q: Where can find more detail on how to use RWS Support Gateway?

A: We recommend to watch our video tutorials on various topics: Video tutorials - FAQ - To RWS Support - RWS Community

Tags: Gateway, FAQ, RWS Technical Support, RWS Support Gateway

FAQ

Judith de Jong — Fri, 21 Feb 2025 16:56:57 GMT

Revision 8 posted to FAQ by Judith de Jong on 2/21/2025 4:56:57 PM

Q: What URL do I need to access the RWS Support Gateway?

A: http://gateway.rws.com

Q: How can I login to the RWS Support Gateway?

A: In the top right of your screen you can click on the Login/Register link and enter your RWS ID username and password.

Q: Can I use email to log my Support cases?

Q: If I own one or more RWS products, what login credentials do I use to login?

A: You use the same login credentials for support on all your products.

Q: If I do not have a support contract, what type of cases can I log?

Q: What does the RWS Support Gateway look like?

A: See screenshot below. It has simplified case logging ability, enriched self-help capability with integrated knowledge base, links to other RWS resources and some options to change in your profile:

Q: Where can find more detail on how to use RWS Support Gateway?

A: We recommend to watch our video tutorials on various topics: Video tutorials - FAQ - To RWS Support - RWS Community

Tags: Gateway, FAQ, RWS Technical Support, RWS Support Gateway

FAQ

Judith de Jong — Sat, 15 Feb 2025 14:22:11 GMT

Revision 7 posted to FAQ by Judith de Jong on 2/15/2025 2:22:11 PM

Q: What URL do I need to access the RWS Support Gateway?

A: http://gateway.sdl.com

Q: How can I login to the RWS Support Gateway?

A: In the top right of your screen you can click on the Login/Register link and enter your SDL ID username and password.

Q: Can I use email to log my Support cases?

Q: If I own one or more RWS products, what login credentials do I use to login?

A: You use the same login credentials for support on all your products.

Q: If I do not have a support contract, what type of cases can I log?

A: For customers with Trados Studio, MultiTerm, Passolo or Trados Business Manager, you will continue to have the option to log product license and/or install cases via the Trados Studio Licensing Help link on https://gateway.sdl.com:

Q: What does the RWS Support Gateway look like?

A: See screenshot below. It has simplified case logging ability, enriched self-help capability with integrated knowledgebase and a My Support section amongst other things.

Q: Where can find more detail on how to use RWS Support Gateway?

A: We recommend to watch our video tutorials on various topics: Video tutorials - FAQ - To RWS Support - RWS Community (sdl.com)

Tags: Gateway, FAQ, RWS Technical Support, RWS Support Gateway

FAQ

Judith de Jong — Mon, 19 Jul 2021 15:47:20 GMT

Revision 6 posted to FAQ by Judith de Jong on 7/19/2021 3:47:20 PM

Q: What URL do I need to access the RWS Support Gateway?

A: http://gateway.sdl.com

Q: How can I login to the RWS Support Gateway?

A: In the top right of your screen you can click on the Login/Register link and enter your SDL ID username and password.

Q: Can I use email to log my Support cases?

Q: If I own one or more RWS products, what login credentials do I use to login?

A: You use the same login credentials for support on all your products.

Q: If I do not have a support contract, what type of cases can I log?

Q: What does the RWS Support Gateway look like?

A: See screenshot below. It has simplified case logging ability, enriched self-help capability with integrated knowledgebase and a My Support section amongst other things.

Q: Where can find more detail on how to use RWS Support Gateway?

A: We recommend to read our documentation on SDL Documentation or watch our video tutorials on various topics: Video tutorials - FAQ - To RWS Support - RWS Community (sdl.com)

Tags: Gateway, FAQ, RWS Technical Support, RWS Support Gateway

FAQ

Judith de Jong — Mon, 19 Jul 2021 15:24:39 GMT

Revision 5 posted to FAQ by Judith de Jong on 7/19/2021 3:24:39 PM

Q: What URL do I need to access the RWS Support Gateway?

A: http://gateway.sdl.com

Q: How can I login to the RWS Support Gateway?

A: In the top right of your screen you can click on the Login/Register link and enter your SDL ID username and password.

Q: Can I use email to log my Support cases?

Q: If I own one or more RWS products, what login credentials do I use to login?

A: You use the same login credentials for support on all your products.

Q: If I do not have a support contract, what type of cases can I log?

Q: What does the RWS Support Gateway look like?

A: See screenshot below. It has simplified case logging ability, enriched self-help capability with integrated knowledgebase and a My Support section amongst other things.

Q: Where can find more detail on how to use RWS Support Gateway?

A: We recommend to read our documentation on SDL Documentation or watch our video tutorials on various topics: Video tutorials - FAQ - To RWS Support - RWS Community (sdl.com)

Tags: SDL Support Gateway, SDL Support Portal, SDL Customer Gateway, FAQ

FAQ

Lennert Fransen — Mon, 20 Jan 2020 14:45:47 GMT

Revision 4 posted to FAQ by Lennert Fransen on 1/20/2020 2:45:47 PM

Q: What URL do I need to access the new SDL Customer Gateway?

A: http://gateway.sdl.com

Q: How can I login to the new SDL Customer Gateway?

A: In the top right of your screen you can click on the Login/Register link and enter your SDL ID username and password.

Q: Can I still use email to log my Support cases?

A: No, we will no longer provide Support via email. Instead you can log your Support cases and questions via our easy-to-use service platform. Here you have direct access to your previous cases and a rich repository of knowledge articles.

Q: If I own one or more SDL products, what login credentials do I use to login to the new system?

A: There is no change, you can continue to use the same login credentials that you use today.

Q: If I do not have a support contract, what type of cases can I log?

A: For customers with SDL Trados Studio, SDL MultiTerm, SDL Passolo or SDL Trados Business Manager, you will continue to have the option to log product license and/or install cases via the Trados Studio Licensing Help link on https://gateway.sdl.com:

Q: Will my historical case data be migrated to the new system?

A: We will bring over all your open and ongoing cases to the new system. The SDL Support Team will have access to all your previous cases and will provide all details on request.

Q: What does the new SDL Customer Gateway look like?

A: See screenshot below. It has simplified case logging ability, enriched self-help capability with integrated knowledgebase and a My Support section amongst other things.

Q: Where can I ask more questions I have about the SDL Customer Gateway?

A: Please come and visit our SDL Support Gateway Community Group, where you can find information and conversations about features and functionality.

Tags: SDL Support Gateway, SDL Support Portal, SDL Customer Gateway, FAQ

FAQ

Lennert Fransen — Wed, 15 Jan 2020 15:06:38 GMT

Revision 3 posted to FAQ by Lennert Fransen on 1/15/2020 3:06:38 PM

Q: What URL do I need to access the new SDL Customer Gateway?

A: http://gateway.sdl.com

Q: How can I login to the new SDL Customer Gateway?

A: In the top right of your screen you can click on the Login/Register link and enter your SDL ID username and password.

Q: Can I still use email to log my Support cases?

Q: If I own one or more SDL products, what login credentials do I use to login to the new system?

A: There is no change, you can continue to use the same login credentials that you use today.

Q: If I do not have a support contract, what type of cases can I log?

Q: Will my historical case data be migrated to the new system?

A: We will bring over all your open and ongoing cases to the new system. The SDL Support Team will have access to all your previous cases and will provide all details on request.

Q: What does the new SDL Customer Gateway look like?

A: See screenshot below. It has simplified case logging ability, enriched self-help capability with integrated knowledgebase and a My Support section amongst other things.

Q: Where can I ask more questions I have about the SDL Customer Gateway?

A: Please come and visit our SDL MultiTrans Community, where you can find information and conversations about features and functionality.

Tags: SDL Support Gateway, SDL Support Portal, SDL Customer Gateway, FAQ

FAQ

Lennert Fransen — Thu, 09 Jan 2020 15:20:10 GMT

Revision 2 posted to FAQ by Lennert Fransen on 1/9/2020 3:20:10 PM

Q: What URL do I need to access the new SDL Customer Gateway?

A: http://gateway.sdl.com

Q: How can I login to the new SDL Customer Gateway?

A: Read the article below or click on this link: https://gateway.sdl.com/apex/communityknowledge?articleName=000001889

In the top right of your screen you can login with My SDL Account credentials. This will take you to MySDL Account service to login.

Q. If I am an ACM customer, can I continue to log my support questions with the existing ACM support email?

A. Please either use the Gateway at http://gateway.sdl.com or email support@sdl.com to log cases with the ACM team.

Q. If I am a BeGlobal customer, can I continue to log my support questions with the existing BeGlobal support email?

A. There are two ways to log issues:

You can send your support case using the existing BeGlobal support email which will trigger the new SDL Customer Gateway system to set up an account for you, and you will receive login credentials to use the new system (SDL Customer Gateway).
Once you receive your new login credentials you can begin accessing the portal via the following url: http://gateway.sdl.com

Q. If I own one or more SDL products (e.g. Tridion, LiveContent, Language Enterprise and/or SDL’s Translation Productivity products (Studio, Passolo, MultiTerm, GroupShare, etc…)) what login credentials do I use to login to the new system?

A. There is no change, you can continue to use the same login credentials that you use today.

Q. If I have a support contract and/or PSMA (Premium Support Maintenance Agreement) contract can I continue to log support cases?

A. Yes.

Q. If I do not have PSMA (Premium Support Maintenance Agreement), what type of cases can I log?

A. For customers with Translation Productivity products, you will continue to have the option to log product license and/or install cases.

Q: Will my case data be migrated to the new system?

A: For all customers except ACM and BeGlobal, all open cases and all closed cases for the past 13 months will be migrated. For ACM customers all open cases will be migrated. For BeGlobal customers all existing open tickets prior to launch will continue to be supported via ZenDesk. For all (new) cases, SDL Customer Gateway should be used.

Q: What does the new SDL Customer Gateway look like?

A: See screenshot below. It has simplified case logging ability, enriched self-help capability with integrated knowledgebase and a My Support section amongst other things.

Q: Where can I ask more questions I have about the SDL Customer Gateway?

A: Please come and visit our SDL Customer Gateway Community that holds lots more information and conversations about features and functionality.

Q: I use Internet Explorer to access the SDL Customer Gateway, is there anything I should know?

A: If you use Internet Explorer, we recommend using the latest version that Salesforce supports. Apply all Microsoft software updates. Please make sure you remove sdl.com from the compatibility view settings (Tools> Compatibility View settings option) in Internet Explorer if you had this turned on in the past for the old BMC Remedy Support Portal.

Tags: SDL Support Gateway, SDL Support Portal, SDL Customer Gateway, FAQ

FAQ

Lennert Fransen — Thu, 09 Jan 2020 15:19:32 GMT

Revision 1 posted to FAQ by Lennert Fransen on 1/9/2020 3:19:32 PM