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For External Customer / Partner Use Only: These instructions are provided to help customers / partners perform the action themselves to resolve the issue. If the customer / partner runs into issues in the instructions, please have them open a case with licensing support (https://www.cisco.com/go/scm) to help resolve. Please DO NOT perform these actions yourself if you are an internal Cisco resource outside of the Licensing Support team.

Before you start, ensure that you have:

- An Active Cisco.com account

- The Users CCOID must be associated with the contract which has upgrade.

Note: Internal users can open a case with the Licensing support team to resolve the customer issue with version upgrade in MCE

Step1: Go to My Cisco Entitlements and log in with your cisco.com credentials

Step 2: Navigate to the licenses tab

Step 3: Click on Version Upgrade to see all the licenses available for version upgrade

Step 4: On the Create Order page, find a product license that needs to be upgraded, review the details, and provide the order quantity

Step 5: Click on the pencil icon in the Virtual Accounts column if the Virtual account needs to be changed

Step 6: Click the Proceed to Order button

Note: Proceed to order button would be enabled after the quantity is provided

Step 7: In the Review Order page, review the summary of upgrades and enter the eDelivery email under the order details section

Step 8: Click Place Order to proceed to the DocuSign page

Step 9: Review the document on DocuSign page by clicking Continue

Step 10: Click on Start, insert signature by clicking on the Sign button and Click on Finish to display the Order confirmation page

Step 11: In the order confirmation page, click Done

Troubleshooting:

1.I am not seeing any upgrade available in my view. If no version upgrades were found for the selected Smart Account and Virtual Account, please contact Cisco Support

2.I am getting error when performing version upgrade. If no version upgrades were found for the selected Smart Account and Virtual Account, please contact Cisco Support

3.I did not receive the confirmation email.

If you experience an issue during the process explained in this document, open a case in Support Case Manager (SCM).

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