Why can’t I log in or register?

Access to the Neo4j Support Portal is not open to all users. It’s limited to customers with paid support entitlements.

You’re eligible if you are using:

• Neo4j Enterprise Edition (with a valid license)
• AuraDB / AuraDS:
  • Professional
  • Business Critical
  • Virtual Dedicated Cloud
  • Enterprise
  • Professional Trial (only if a credit card is attached to the organization)

If you’re on the Aura Free tier, you won’t be able to log in. Instead, use the available self-service resources and FAQs. 

How do I get access?

For Neo4j Enterprise customers

You can’t self-register. Access must be granted by someone in your company.

• Contact a colleague who already has access to the Neo4j Customer Portal
• Ask them to add you as an Authorized Support Contact
• Once added, you’ll receive a welcome email with instructions to activate your account

For Aura customers (Professional and above)

Access is managed through the Aura Console.

• Your Organization Owner or Admin must grant you access
• They can add or remove users at any time
• Once added, you’ll receive instructions to log in or register

Already added by still stuck?
If you’ve been granted access but can’t log in, follow the instructions in your welcome email or use the login/registration guide.

Why was my access removed?

For security reasons, Neo4j automatically deactivates Support Portal accounts that have been inactive for more than 12 months.

If your access has been removed:

• Aura customers: Ask your Organization Owner or Admin to re-enable your access
• Enterprise customers: Ask any active Authorized Support Contact in your organization to add you again

Once re-added, you’ll receive instructions to regain access.

Still need help?

If you believe you should have access but don’t:

• Email support@neo4j.com
• Include your company name and subscription details

The support team will either:

• Fix your access, or
• Point you to the right person in your organization

Learn more?

For a full overview of how the Customer Portal works, see the related article.