Contacting Your OneTrust Team

You can access the contact information for your OneTrust Team directly within the platform to get assistance with specific questions you may have regarding your account or implementation. Using the Account Management screen in Global Settings, you can quickly identify your Customer Success Representative (if one is assigned to your account) and find general contact information for the OneTrust Inquiries, Renewals, and Sales teams. In addition, you can share feedback with the OneTrust Executive team to easily escalate any issues and provide feedback on your experience. With these resources readily available at your fingertips, you can contact the necessary individuals or teams as needed for a more direct path to resolution.

Note:

Please reach out to your Account Executive directly for any questions related to account setup, subscriptions, or pricing. If you do not know who your Account Executive is, please create a support case.

To access the Account Management screen

Note:

The OneTrust Platform currently has two versions of the Account management screen. Which version customers see depends on whether they use legacy product-based subscriptions or solution-based packaging, and on whether the Monitor Subscription Consumption feature is enabled for their tenant. For more information, see the FAQ here.

Method 1: Global Settings

  1. Click the gear icon in the upper right-hand corner to access Global Settings.
  2. On the Global Settings menu, select General Settings > Account management.
    The Account management screen appears and is divided into the Your OneTrust Team, Other Contacts, and What's on your mind? sections.

Method 2: User menu

  1. On the Global Header, click the User icon .
  2. On the User menu, select Account management.

    The Account management screen appears and is divided into the Your OneTrust Team, Other Contacts, and What's on your mind? sections.

Your OneTrust Team





In the Your OneTrust Team section, you'll find the contact information for your Customer Success Representative, if one is assigned to your account. Along with the individual's name, you can find their email address and phone number. The Email column contains links that you can click to create an email to send to the respective individual. If a Customer Success Representative is not assigned to your account, a Contact Us link displays so you can quickly navigate to myOneTrust, access the support portal form, and create a support case.

Note:

Please note that only customers paying for premier or signature support packages will have a Customer Success Representative assigned. Accounts not paying for premier or signature support packages should utilize self-serve resources through myOneTrust, create support cases for issues, or work with their Account Executives for additional assistance.

Other Contacts



In the Other Contacts section, you'll find the default contact information for the OneTrust Inquiries, Renewals, and Sales teams. For any general questions that you may have, you can reference the Inquiries email and phone number. The Email column contains links that you can click to create an email to send to the corresponding team based on your needs.

What's on your mind?



The What's on your mind? section is available for you to share your experience with the OneTrust Executive team. Whether your feedback is positive or negative, the OneTrust Executive team wants to hear from you. After you've entered the details that you want to share, simply click the Submit button. Your message will then be sent to the OneTrust Executive team for further review.