The customer received an email for the purchased license, and we are required to log in to the Automation License Manager for online software delivery. In the email, we received the Siemens ID, but no password was provided.

We attempted to use the “Forgot Password” option. Each time we do so, we get the message: “Please check the email address for instructions to reset your password.” However, the customer has tried multiple times and confirms that they have not received any email. Due to this, we are unable to activate the license.

You need to coordinate with the customer receiving the email.  The current way licensing (SUS upgrades at least) works for me, and probably for your customer, is Siemens sends to the email address they expect to login and manage the license transfer(s).

You will need to walk your customer through that process from within ALM on one system that has internet access.  To be honest, it would be best if the customer has ALM installed on their regular work computer to make things simpler.

Then they can screenshare and allow you to take control once they log into ALM's web delivery system using the same email address Siemens used to deliver their license email.  If they do not remember their Siemens web site password for that email address, suggest to them to get it reset (a straightforward process even with MFA).

Once they know the password, logging into ALM's web delivery is pretty easy.  The trick of course is selecting the correct user aspect - for me, I have 2 choices.  One choice and no licenses appear.  Correct choice and all available licenses appear, as well as certificates, and download links for the next portal version (v21?) when they are delivered online for downloading.

If you need more specific guidance, I suggest getting Siemens Support involved with the licensing. There may be other options better suited for your specific situation where the customer can grant your Siemens web site email address license management access on their behalf - or perhaps even other options.  

https://sieportal.siemens.com/en-us/mysieportal/support-requests/create

AutoGen_7168814

The customer received an email for the purchased license, and we are required to log in to the Automation License Manager for online software delivery. In the email, we received the Siemens ID, but no password was provided.

We attempted to use the “Forgot Password” option. Each time we do so, we get the message: “Please check the email address for instructions to reset your password.” However, the customer has tried multiple times and confirms that they have not received any email. Due to this, we are unable to activate the license.