• How do I sync my licenses in ESET console? My security admin credentials are not working like before.   

Licenses are synced using your MSP.eset.com credentials : https://help.eset.com/protect_admin/81/en-US/license_security_admin.html 


  • What happened to my security admin credentials? Am I going to need them in future? Is it replaced by MSP credentials? 

Security Admin credentials for ELA.eset.com will no longer be used, these have been replaced by MSP.eset.com credentials.


  • I want to change the email id for my MSP credentials. 

The email associated with your MSP.eset.com account can be changed in the profile section: https://help.eset.com/ema/2/en-US/?my-account.html 


  • I forgot the password of my MSP login. 

A link to request a reset password link is available from the log in page for MSP.eset.com: https://identity.eset.com/forgotten-password/ema 


  • The email id used for MSP login is not an actual mailbox and cannot receive emails. Can you change it to another email? 

If you are able to log in to MSP.eset.com you can change the email in the profile section of MSP.eset.com: https://help.eset.com/ema/2/en-US/?my-account.html 


  • I did not receive/cannot find the activation email from ESET / I accidentally deleted the activation email from ESET. Can you resend the email? 

For the initial MSP account user the resend invitation option is available only for the MSP Manager (Ingram) under user management. For any additional users created by the MSP a user with access to the User management section can resend the invitation: https://help.eset.com/ema/2/en-US/resend_invitation.html 


  • What is procedure to unlink the subscriptions from one MSP login and link it to another MSP login? I don’t want to rip & replace. 

To replace the license that is currently being by an Endpoint you can add the new license to the Management console then create a new activation task to replace the existing license, similar to the link below. https://help.eset.com/ema/2/en-US/migrate_single_to_bundle.html 


  • Can I have multiple MSP logins (partner per say)? If yes, please outline the steps/process. 

To create additional users this can be completed from User Management section in MSP.eset.com - https://help.eset.com/ema/2/en-US/user-management.html 

 

  • Can I have multiple MSP logins for the same end customer? If yes, please outline the steps/process

After a user is created, the access rights can be defined under the permissions tab during creation of a user or when editing: https://help.eset.com/ema/2/en-US/user-management.html 


  • Can I have different MSP logins for different end customers? If yes, please outline the steps/process. 

If you wish to create an MSP log in with access to only a specific customer a new user would be created in the MSP.eset.com portal and the access rights would be set to “No access to <MSP Name> and customer access on customers” then you can click the add customer button and define write or read access for each required customer.: https://help.eset.com/ema/2/en-US/user-management.html 


  • Which console should I use: EMA2 or ESET Protect/ESMC/ERA? Has EMA2 replaced by existing console? What is the difference between EMA2 & other consoles? Why do I need ESET Protect when I have EMA2?

EMA2/MSP Administrator/MSP.eset.com allows for the following actions:

  • License Management
  • License usage reporting
  • User and rights management for MSP.eset.com
  • MSP Customer Management

ESET PROTECT/ESET PROTECT Cloud/ESMC/ERA allows for remote management of Endpoints. Licenses are added to one of these Management consoles using an MSP.eset.com account.


  • Can I add licenses using EMA2 instead of going to Ingram Cloud Marketplace? 

No, all MSPs for Ingram Micro have been marked as Untrusted. Any attempts to add a license from EMA2 will result in a request submitted to Ingram Micro


  • I was using ERA before and I want to use EMA2, can I move the subscriptions from ERA to EMA2? / Can I move the subscriptions from ERA to ESET Protect seamlessly? 

Our older version of the Management console may no longer be fully supported and it is required to upgrade to a newer version of the Management console. There are steps available below on how to upgrade to the latest version of the Management console: https://support.eset.com/en/kb7702-manually 


  • All my licenses appear as TA-123456789-123 (Site IDs) followed by end customer name, can I reverse it so I can see the names first? 

To modify the name of a customer this can be done in MSP.eset.com by editing the individual customer 

  • Navigate to the Companies section
  • Click the three dots to the left of the customer name desired to be modified, then click Edit
  • Change the Company name field, then click Save
  • Then Synchronize Licenses in ESET PROTECT under the License Management section 


  • Can I buy licenses from Ingram if I am using 3rd party DEMs? CW/Datto etc. What is the process? 

There is no restriction for which management option you are using if you purchase your license from Ingram Micro. Your licenses purchased from Ingram Micro can be added to any of the ESET DEM plugins using the same MSP.eset.com credentials along with the associated public ID available within MSP.eset.com please refer to the individual help guide on adding a license to an ESET DEM Plugin available on https://help.eset.com/.