3584368 - Updates to key user login process due to identity management changes - Built-In Support

With SAP's changes to identity management, Built-In Support has modified the login method for key users. As key users, you must now log in with your S-user IDs. Logging in with your SAP Universal ID is no longer supported.

This article explains how the new login process for Built-In Support works. It also offers solutions to common questions you might encounter.

Note: The new login process takes effect on June 14th, 2025.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

Built-In Support

Note: Built-In Support is already integrated into many SAP cloud solutions. For a complete list, visit the Built-In Support product page.

Built-In Support provides a new generation of support services. It aims to bring faster and higher quality support experience to customers using cloud products.

Main Support Functions

The main support functions are listed below which require your S-user ID login and the necessary authorizations.

To use issue-related support functions like reporting a case, starting an Expert Chat, and reviewing cases, you need to ensure that your S-user has the sufficient authorizations. Otherwise, you can only access part of the search function and view recommended links.

• Create SAP support cases
• View and manage cases
• Start an Expert Chat
• Navigation of Customer Influence site (Built-In Support does not require your S-user to show this item. However, to logon to Customer Influence site, you need to use your S-user.)

The following steps describe how to set up your S-user in Built-In Support.

Access Built-In Support

In any SAP cloud system which already has integrated with Built-In Support, click the  icon to open the application.

Sign In with Your S-user ID

• If it's your first time to use Built-In Support, you'll see the screen below.

1. Choose Sign In to log in with your S-user ID and password.
   
   
   
2. Choose Dismiss and you won't see this sign-in option on the home screen.
   If you need it later, open the Account screen by choosing the  icon. You'll see the sign-in option there as displayed below.
   
   

• If you've activated your account in Built-In Support before the changes, you'll see the sign-in option on the home screen.

1. Choose Sign In to log in with your S-user ID and password.

After S-user ID Setup

• After signing in with your S-user ID successfully, you should have access to all the support functions. If not, please check your S-user authorizations, see the answer below in FAQ 1 for more details.

• To check your S-user ID's status, open the Account screen.
  With all the required authorization, your S-user ID's status should show as Authorized.

• Next time when you open Built-In Support, you will see the Sign In button on the home screen. Choose this button, and you will be logged in to Built-In Support directly.

Frequently Asked Questions

1. What should I do if I've authroized my S-user but only one support option or no support option is visible on the home screen?

- In this case, please check your S-user ID authorizations.

The options displayed depend on your S-user ID authorizations as follows.

• Report an incident
• Display incidents
• Display all incidents
• Send incidents to SAP
• Close incidents

Go to the concept page to view all of the S-user authorizations and the levels they can be assigned at. To request authorizations, contact an administrator of your company.

Known Limitations

The S-user mentioned in this KBA doesn't include those of SAP partners. Currently, only the S-user of SAP customers can use Built-In Support for support functions.

2. Can I log in with my email instead of my S-user ID?   

- We strongly recommend logging in with your S-user ID.

While logging in with an email address is technically supported, it's unpredictable for a user which S-user ID gets selected when the same email address is shared by multiple S-user IDs owned by the user.

3. How to log in with another S-user ID?

- You need to first log out your current S-user ID on the Account screen. Then, log in again using the other S-user's crenditials.

• Built-In Support | SAP Help Portal 
• Built-In Support | User Guide for Key Users 
• 3052441 - What is SAP's Built-In Support?
• 3000949 - How to create a support case – Built-In Support

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