Citrix Cloud account management
This article walks you through the process of managing licenses for an account.
Create a Citrix Cloud account
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From MyCitrix console, click Create account to begin the process of allocating an additional Citrix Cloud account.
Note:
Customers can independently create new cloud tenants and manage licenses within MyCitrix, provided they meet the minimum required license quantities.
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Enter the Account name.
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Select the Cloud type from the drop-down options and click Next.
Note:
The Cloud type available options are Government, Japan, and Commercial.
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Select the Citrix Cloud administrator who should have initial access to the account. This administrator will receive the initial login information. Then click Next.
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Confirm the Account name, Cloud type, and administrator details, and then click Submit.
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You’ll notice a pop-up message stating that the Account is successfully created.
Note:
If the submission to create a Citrix Cloud account fails, contact the Customer support team for assistance.
License Management
License Allocation
The user now has access to allocate the licenses to another tenant.
Note:
License allocation across different control planes (such as Government, Japan, and Commercial) from legacy license models (excluding UHMC and CPL) is not supported.
To allocate licenses to an account, use the following steps:
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Navigate to the Manage Licenses page and click Cloud Licenses.
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Click the ellipses for the new account and select Allocate.
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Select the Account from the drop-down options. Ensure that you select the correct account.
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Select the Product from the available list of products in the drop-down options.
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Specify the quantity of each product to allocate at the account level and click Submit.
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After successfully submitting the Allocation request, click Close.
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To verify the allocation, from Manage Licenses > Cloud Licenses, either extend the account to see the quantity after allocation or check in the Available Products.
Note:
After completing the procedure, allocations will be in progress for a few hours to enable all services and assign licenses to the account. During this time, customers will notice an icon indicating the processing status. Once the allocation is completed, the icon will disappear, allowing them to proceed to the Cloud Admin console and start utilizing the services. If an allocation fails, contact Citrix Customer Support for assistance.
License Deallocation
To deallocate licenses from an account, use the following steps:
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Navigate to the Manage Licenses page and click Cloud Licenses.
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Click the ellipses for the new account and select Deallocate.
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Select the Account from the drop-down options. Ensure that you select the correct account.
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Select the Product from the drop-down optins, enter the number of licenses to deallocate in the Quantity tab and click Submit.
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Verify the deallocation. From Manage Licenses > Cloud Licenses, either extend the account to see the quantity after deallocation or check in the Available products.
Note:
During the allocation or deallocation of licenses, customers may encounter a “Etag does not match” error, as shown in the following screenshot. This is a known issue. To resolve it, try reloading or refreshing your browser and attempt the action again. If the problem persists, contact customer support for further assistance.
Known issue
Duplication of Products in MyCitrix Account (Manage Licenses > Cloud Licenses) Customers may encounter duplicate product records with the same license quantities associated with a single sales order in their MyCitrix Account. These duplicates could show up under Available Products or be directly allocated to their Citrix Cloud tenant. As a result, customers could be incorrectly entitled to create an additional Citrix Cloud tenant, or to allocate additional licenses from the duplicated products to a new Citrix Cloud tenant.
Recommendation This is a known issue, and Citrix is actively working to resolve it by removing ineligible duplicate orders. If a customer creates cloud tenants and performs license allocation or deallocation to and from these tenants, the upcoming fix from Citrix may affect their services. Therefore, if customers find themselves in this situation, they should contact the Citrix Customer Service team to verify their eligibility for creating new Citrix Cloud tenants and to ensure they have the correct privileges for cloud tenant creation and/or for any license allocation or deallocation.
Rebranded Order Customers might notice multiple allocations for a rebranded product in the Manage License section of MyAccount. The original product allocation appears alongside two or three additional products, all sharing license quantity, expiry dates, and sales order.
Customers can identify the rebranded orders if they see more than one allocation for the same asset that has identical license quantities and expiry dates. All duplicate allocations display “DaaS” as the product name. Customers can check if they have a rebranded order by:
- Reviewing their purchased assets in MyAccount and comparing them with the packages listed for allocation.
- By examining the network trace in a browser, you can see multiple IDs in the allocations list following the pattern
<Random_GUID>-<OrderId>, where theOrderIdrepeats but theRandom_GUIDdoes not.
Recommendation This is a known issue, and Citrix is actively working to resolve it by removing any invalid orders. Before creating an account, customers are expected to follow the steps outlined in Create a Citrix Cloud account to ensure that they are creating an account they are eligible for and to avoid creating an account which they are not eligible for. If customers notice any invalid or duplicate orders on their account, they can contact the Customer Service team. Additionally, any Citrix Cloud customer instances created due to eligibility from invalid orders are removed, potentially affecting customer operations.