Equinix Customer Portal

The Equinix Customer Portal provides round-the-clock, year-round access to manage your users and services with us online. You can order IBX data center products and services directly through the portal using your desktop computer or mobile device. The portal also allows you to schedule services, place orders, check the status of your orders, access reports and account details, view invoices and purchase orders, submit trouble tickets, and more — all of which can boost your productivity and efficiency.

Equinix Customer Portal 2023.2 is available April 2023. To improve customer self-service and ease of doing business with Equinix, we've added the following features and enhancements.

Billing History: Enhanced Filtering Options

  • A new Location filter allows you to filter invoices by IBX location.

  • Reseller account administrators can now filter invoices by subcustomer.

Billing History: Create Billing Support Tickets

You can raise support tickets for an account directly from Billing History. Account details and invoice numbers are automatically populated, simplifying the support ticket process.

Purchase Order Management Enhancements

  • You can search purchase orders by purchase order number, and search accounts by account name or number.

  • Reseller account administrators can search purchase orders using the subcustomer name or number. You can then view the purchase orders assigned to subcustomers accounts and download them as CSV files.

New Cabinet Order Tracking

You can now use the Orders and Tickets History screen to monitor the progress of your cabinet installation. Use the filter options to locate your Space and Power order, then go to the Activity Timeline to see the status and details of your order.

Note: This feature is currently available for the following product lines:
  • Secure Cabinet With kVA Based Power

  • Secure Cabinet With Metered Power and kVA Based Draw Cap

  • Secure Cabinet With Circuit Based Power

  • Secure Cabinet With Metered Power With Draw Cap

  • Secure Cabinet With kW Based Power

  • Secure Cabinet With Metered Power and kW Based Draw Cap

Subscribe to IBX Policy Violation Notifications

A new permission (under IBX Services Notifications) allows users to subscribe to notifications about IBX policy violations — specifically our combustible materials policy and our airflow management policy.

Users with this permission can subscribe to notifications using the IBX Policy Violation Notification Preferences option in their Notification Preferences.

Note:
  • At least two administrators in your organization must be configured to receive IBX policy violations.

  • If a violation is not corrected within the allotted time, a billable Smart Hands order is created automatically. IBX technicians will correct the issue, and your company will incur a Smart Hands fee.

Use the Mobile App for IBX Checkout

With the latest release of the Equinix Customer Portal mobile app, you can use the app to check out of your IBX visit. For details, see Entering and Exiting an IBX.

Re-open a Resolved Trouble Ticket

If you need additional assistance with a completed trouble ticket, you can now re-open it. For details, see Re-open a Completed Request.

Network Edge Devices in Notification Center

Virtual asset notifications for Network Edge devices will now show one of four statuses: Provisioned, Deprovisioned, In-Progress, or Failed. You can see these notifications on the General tab of the Notification Center.

Videos

Equinix Customer Portal Overview

 

Customer Portal Report Center

 

Reset Your Portal Password

 

Submit a Trouble Ticket

 

View Your Install Base (Assets/Products)

 

Order Accessories for Your Cage/Cabinet

 

Schedule a Work Visit to an IBX

 

Schedule Shipments To/From an IBX

 

View Your Billing History

 

Create a New User

 

3 Types of User Roles in the Portal

 

Assign User Permissions

 

Deactivate or Terminate a User Account

Equinix Customer Portal 2023.1 is available February 2023.

To improve customer self-service and ease of doing business with Equinix, we've added the following features and enhancements.

Global Navigation Menu

Once you've signed into the Customer Portal, you can quickly access all the products you subscribe to (such as Fabric, Network Edge, Equinix Metal, and Precision Time) without the need to re-authenticate. Click the global navigation menu () at the top left of the portal window, and select the portal you want to access. For more information, see Global Navigation Menu in the product documentation.

Important: Most of the Equinix Customer Portal and colocation-related features (including Smart Hands, Trouble Tickets, Orders and Tickets History, Work Visits, Install Base, the interconnection products, and more) are now located under the Colocation section of the global navigation menu.

View and Manage Colocation Assets

The new Colocation Assets option (from the Orders and Tickets menu) allows you to view your Secure Cabinet and Private Cage installations. For each of your deployments, the screen shows the associated billing agreement, billing account, IBX location, product type, initial contract start date, and renewal/end date. For more information, refer to View Your Colo Assets in the Portal.

Improved Notification Center – Network Specs Notifications

To expedite the provisioning process of A-side to Z-side connections, the Notification Center now includes notifications about the network provisioning status of products such as Fabric, Internet Exchange, and Metro Connect. This allows you to validate the network port configuration details before creating network connections or requesting a turn-up call.

Tip: These notifications appear on the General tab of the Notification Center. They have a Notification Type of Network Specifications.

Action-Required Notifications

To view items that need attention, click in the upper right corner of the portal window. The Action Required list is shown, and any items with a Respond By date are displayed in red. To respond to an Action Required item, click on it.

Tip: indicates a new notification has arrived.

Manage Purchase Orders

The new Purchase Order Management option (from the Operations menu) allows you to view all the active and expired purchase orders that have been submitted to Equinix for your accounts. For details, see Purchase Order Management.

IBX Administrator Role

Users with the IBX Administrator role can now manage permissions for other IBX administrators. For details, see Roles in the Customer Portal.

Multi-Factor Authentication (MFA)

The ability of administrators to enable Multi-Factor Authentication for an organization was temporarily disabled while we migrated to a new MFA vendor. The migration is complete, and the ability to enable MFA has been restored. See Multi-Factor Authentication.

Billing History Restrictions

To conform to statutory requirements, Billing Library and View Transaction Details have been restricted for specific accounts and regions. Affected accounts can email our Billing team for support.

Tip: For release notes on related products like Smart Hands, Cross Connect, and Fabric, see Product Release Readiness.

Videos

Equinix Customer Portal Overview

 

Customer Portal Report Center

 

Reset Your Portal Password

 

Submit a Trouble Ticket

 

View Your Install Base (Assets/Products)

 

Order Accessories for Your Cage/Cabinet

 

Schedule a Work Visit to an IBX

 

Schedule Shipments To/From an IBX

 

View Your Billing History

 

Create a New User

 

3 Types of User Roles in the Portal

 

Assign User Permissions

 

Deactivate or Terminate a User Account

Equinix Customer Portal 2022.6 is available December, 2022.

To improve customer self-service and ease of doing business with Equinix, we have added new features and enhancements.

Expanded Left Navigation Menu

Quick access to the Equinix offerings, portals, and tools. Save time by toggling between most services without having to re-authenticate.

New Trust and Transparency Dashboard

Access information about security incidents and self-service standardized reports using the Trust and Transparency Dashboard link in the left navigation menu. This allows you to ensure Equinix services are in compliance with your organizational requirements. For more information, see Trust & Transparency Reports.

Certifications and Compliance

Locate Certifications and Compliance docs in the ECP Knowledge Base (KB). You can also use the KB Search function to look for a specific document. To access the KB from ECP, click Support, then Visit Support Center.

Expanded IBX Tours

Previously, data center tours could accommodate a maximum of 5 people. Now, tours can be scheduled for up to 10 people. For details, see Schedule a Data Center Tour.

Billing History

If you have Billing permissions, you can now see Charges Due for each Billing Account.

Videos

Equinix Customer Portal Overview

 

Customer Portal Report Center

 

Reset Your Portal Password

 

Submit a Trouble Ticket

 

View Your Install Base (Assets/Products)

 

Order Accessories for Your Cage/Cabinet

 

Schedule a Work Visit to an IBX

 

Schedule Shipments To/From an IBX

 

View Your Billing History

 

Create a New User

 

3 Types of User Roles in the Portal

 

Assign User Permissions

 

Deactivate or Terminate a User Account

Equinix Customer Portal 2022.5 is available October 10, 2022.

Videos

New Billing History Experience

 

Equinix Customer Portal Overview

 

Customer Portal Report Center

 

Reset Your Portal Password

 

Submit a Trouble Ticket

 

View Your Install Base (Assets/Products)

 

Order Accessories for Your Cage/Cabinet

 

Schedule a Work Visit to an IBX

 

Schedule Shipments To/From an IBX

 

View Your Billing History

 

Create a New User

 

3 Types of User Roles in the Portal

 

Assign User Permissions

 

Deactivate or Terminate a User Account

Equinix Customer Portal 2022.4 is available August 8, 2022.

This release of ECP adds the ability to save your QR code to Google Wallet / Google Pay for easier IBX access.

Save Your IBX Access QR Code to Google Pay / Google Wallet

For users with permanent access to Equinix IBXs, you can save your QR code in Google Pay after setting up your security profile in ECP. If you've already configured your security profile, go to My Profile > IBX Security in ECP for instructions on how to mail your QR code to your Google Wallet/Pay.

Videos

Equinix Customer Portal Overview

 

Customer Portal Report Center

 

Reset Your Portal Password

 

Submit a Trouble Ticket

 

View Your Install Base (Assets/Products)

 

Order Accessories for Your Cage/Cabinet

 

Schedule a Work Visit to an IBX

 

Schedule Shipments To/From an IBX

 

View Your Billing History

 

Create a New User

 

3 Types of User Roles in the Portal

 

Assign User Permissions

 

Deactivate or Terminate a User Account

 

Equinix Customer Portal 2022.3 is available Jun 13, 2022.

Access the Equinix Support Center from ECP

Use the New Support Center card on the ECP home page or the always present Support link in the upper right corner.

You can now create Support Cases for Equinix Fabric, Network Edge and Equinix Precision Time from within ECP Support Center.

Request a Callback

Save time and request a callback from Support using the portal in a browser from the Support Center. This is available for Portuguese (Brazil and Portugal), English, Spanish (LATAM and Spain), Bulgarian, Chinese, Japanese, French (Canada), based on your designated language in your ECP profile. Additional languages are planned for future releases.

Independent Patch Panel Ordering

If you have Cross Connects ordering permissions, you can now order a Patch Panel without the need to also order Cross Connects.

Credit Hold Visibility

Master Admins will now see an indicator when there is a full credit hold on an IBX, and any specific cages or cabinets. Current policy disables access to cages and cabinets when a full credit hold is in place.

Equinix Customer Portal Login Changes

You will notice a new look to your log in pages and consistency across the portals. This applies to all Equinix portals with the exception of: Equinix Metal and Partner Central, or if you use your company's identity management system.

Videos

Equinix Customer Portal Overview

 

Customer Portal Report Center

 

Reset Your Portal Password

 

Submit a Trouble Ticket

 

View Your Install Base (Assets/Products)

 

Order Accessories for Your Cage/Cabinet

 

Schedule a Work Visit to an IBX

 

Schedule Shipments To/From an IBX

 

View Your Billing History

 

Create a New User

 

3 Types of User Roles in the Portal

 

Assign User Permissions

 

Deactivate or Terminate a User Account

Equinix Customer Portal 2022.2 is available April 11, 2022.

This release adds new features and various enhancements, including the IBX Visit Log, default user permissions for IBX access, and the Billing API.

On-demand IBX Visit Log Report

On-demand IBX Visit Log Reports are now available in the ECP Report Center. This feature provides faster access to lists of visitors who have signed in with the security desk at an IBX data center.

User Permissions Change When Moving to Master Admin

The default permissions for Master Admins have changed. When a new Master Admin is created, or when an assigned user role is changed to the Master Admin role, the permissions no longer automatically grant physical access to all IBX data centers. (This does not impact the permissions for existing Master Admins.)

Billing API

You can now load invoices directly into your payables system. The Billing API provides automated invoice retrieval and gives you the ability to create custom reports with the data provided. For more information, including instructions for signing up, see Billing.

Wet-sign for Cross Connects Orders

In addition to existing E-signature functions, Equinix has added wet-signatures for Cross Connects orders. Wet-signing allows you to print, physically sign and upload the order form for your orders. This feature is to comply with certain countries' statutory requirements.