Ways to Contact Meraki Support

Overview

Cisco Meraki Support is available 24/7 to Enterprise customers for assistance with resolving network issues and providing answers to questions not covered by the documentation. The sections below describe the available options for contacting support. 

When calling in for technical issues related to a Meraki dashboard organization or network, you must verify your identity as a network administrator with appropriate privileges. For more information, refer to Managing Dashboard Administrators and Permissions and Locating the Meraki Customer Number or Support Passcode.

Submit a case through the Meraki dashboard

The Meraki dashboard allows you to submit support cases efficiently to expedite issue resolution. By associating cases with specific devices and selecting the appropriate business impact severity, you ensure your request is routed correctly. 

Steps to submit a case:

1. Log in to the Meraki dashboard.
2. Navigate to the ? icon (top right) and select Support Center.
3. Select the relevant Product or Platform tile.
   
   
    
4. Identify the device or feature associated with the issue using the search bar or filter: 
   • Products: Search by name, network, MAC, model or serial number.
   • Platform: Select a feature from the available options.  
5. Enter case details, including a subject and description. 
6. Select the severity level. Reference the Case Severity Levels and Support Tiers article for detailed severity definitions. 
7. Review the Support Assistant suggested actions. This immediate, context-aware guidance enables direct resolution for many issues. If the initial suggestions don’t resolve your issue, select Continue with AI Assistant to continue troubleshooting or submit a support case directly through the chat, which compiles your chat history into the case description. 
8. Choose your contact option:
   • For Severity 1 or 2: Select a call option (e.g., "Call Me Now" for immediate assistance).
   • For Severity 3 or 4: You may submit the case online or initiate a phone call. 
9. Review and submit. Once submitted, a summary page will display your case details. 

You will receive a confirmation email, or a call if you used the Call Me Now option. To update the case, reply to the confirmation email or navigate to ? > Support Center > View full case history in the dashboard.

Submit a case through Get help button

The Get help button is available only on following Cisco Meraki dashboard pages:

• Security & SD-WAN > Client VPN
• Switching > Switches
• Organization > License Info

The Get help button allows customers to interact with Cisco Meraki's AI Assistant to find answers related to their device's licensing information. The AI Assistant is integrated with the button. When customers click on the button and type their query in the chat window, the AI Assistant dynamically detects the page context to provide customized troubleshooting content to the customer. It also helps to route cases to the appropriate support team. This context-sensitive functionality improves the case submission experience on the pages where they are available.

Contact support by phone

The Call Me Now feature on the Meraki dashboard lets you request an immediate call from Meraki Support directly through the dashboard. For more information, refer to our documentation on Call Me Now.

If you have an open case and need to contact support, refer to the "Access for Existing Cases" section on the Call Me Now page.

Phone support is available for customers experiencing high-impact issues where quick resolution is a top priority. To call Support, follow the steps to Submit a Case Online in Meraki Dashboard above.

• If you create a case using the Call Me Now option, the next available Support engineer will contact you directly by phone.

• If you create a case using the Call in option, you will be provided your region-specific phone number to call, or you can view a link to a full list of regional phone numbers in the dashboard. 

When contacting Cisco Meraki Support via phone, have your customer number and support passcode ready. There are a few different ways to find your Meraki customer number and support passcode.

• After you submit a case, you will receive your support passcode in the summary page.
• You can also get your customer number and the support passcode by selecting the Profile icon in the top-navigation menu or by navigating to the “My profile” page, as shown in the image below:

Get the following details ready before calling support:

• Scope of the issue
• Issue Frequency
• Start Time
• Related Cases
• Test Results (from logs, screenshots, PCAPs)
• Workaround
• Business Impact

To contact Cisco Secure Connect Support please refer to this article.

Contact your account representative

Contact your account representative for assistance with: 

• Product recommendations 

• Network design and solutions 

• Product specifications 

• Purchasing, including equipment and licenses 

 

Your account representative works closely with Meraki Sales engineers to help you achieve your goals. Find your account representative in the dashboard under ? > Support Center > Contact your sales representative. 

Meraki assigns an account representative to an account only after a license is claimed. To purchase your first license or get assistance with product specifications and design solutions, contact the Meraki Sales team a  https://meraki.cisco.com/form/contact

If you need assistance regarding product recommendations, network design and solutions, product specifications, and purchasing (including equipment, license, etc.), contact your account representative. Your account representative works closely with Meraki Sales engineers to ensure that you can achieve the goal that you have in mind. Your account representative can be found in dashboard under "?" > Support Center > Contact your sales representative.

Join Cisco Community

Join the Cisco Community today to discuss all things Meraki by visiting https://community.cisco.com and logging in with your cisco.com credentials. If you don’t already have a Cisco login, create one by following the “Register” link. 

In the community, you can: 

• Search for common topics and get answers to your questions,  

• Share how you are using Meraki gear in your environment and find tips from other users who have had similar experiences. 

• Can’t find what you’re looking for? Start a new topic. Many community experts can answer questions on a new topic.