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Frequently Asked Questions

About SAP Store
What is SAP Store?
SAP Store is the online marketplace where customers around the world can discover, try, buy, and renew more than 1,800 enterprise solutions from SAP and its trusted partners. Available in more than 200 countries and territories globally, it provides customers with real-time access to innovative solutions to become intelligent enterprises and digitally transform business. Solutions from SAP’s partners allow customers to extend their existing SAP technology and solutions with a mix of free trials and paid apps and services. They can intelligently search for SAP and partner solutions side-by-side, by categories including SAP product, industry, publisher, certification type, and more. For partners, it’s where they can market and deliver their apps, add-ins, and integration kits to SAP’s global customers, helping them grow their businesses.
What types of solutions are available on SAP Store?
You can find the following types of offerings from SAP and its partners on SAP Store
  1. Business Essentials: Essential solutions for your business, published by SAP or SAP partners
  2. Extensions and Add-ons: Products, microservices, content and add-on solutions that require functional prerequisites
  3. API and Technical Components: Solutions that connect and enable data transmission between systems, such as application programming interfaces, technical components, and web services
  4. Technology Components: Offerings with a hardware component published by SAP or SAP partners
  5. Services: Delivered via SAP Global Services and Support, Service Partner, Business Services
  6. Training: Offerings related to SAP Education solutions and education offerings from other providers
How is the information I provide on SAP Store transmitted and stored?
SAP strictly follows the General Data Protection Regulation (GDPR) rules and does not sell or share customer information with other parties. We work diligently to protect the security of customer information during transmission by using Secure Sockets Layer (SSL) software, which encrypts the information provided.
We store only the last four digits of credit card numbers and the expiration date in a customer’s account. Credit card payment on SAP Store is securely handled by SAP partner Delego Software. For specific details, please read SAP’s privacy policy.
What validation does SAP perform on partner solutions available on SAP Store?
All partners with published solutions on SAP Store are required to pass a standard readiness check to ensure the solution meets SAP requirements and compliance criteria. This validation process verifies items including solution architecture, SAP technologies used, third-party technologies used, integration APIs, and user interfaces.
Partners delivering an add-on solution using ABAP technologies are required to pass an additional mandatory certification. All partners are welcome to pursue additional types and levels of certification.
I am an SAP partner, how can I manage my solutions on SAP Store?
For questions you may have regarding your solutions, opportunities and deal management, you will find answers to many common questions in the Partner With Us documentation. To manage your solutions, log in to SAP Store by clicking the user icon on the top right of the page, which will provide access to the Partner Cockpit. If you can’t edit your solutions or access the Partner Cockpit, please contact our team.
Before Your Purchase
HELP WITH SOLUTION SELECTION
How do I find solutions to try or buy on SAP Store?
First, make sure that the country selector at the top right of the SAP Store page displays the country from which you will be purchasing. Then, you can either browse by categories or use the search field on the top to search by keywords. On the search results page, you can refine the results using the following filters: categories, industry, works with, solution type, publisher, certification, and trial availability.
How can I ensure that a product is compatible with my SAP software installation?
For SAP Solutions: You can find information regarding product compatibility in the “Prerequisites” section on our product page. Important reference documents may also be available in the “Resources” section. Finally, you can explore the links provided in the “Product Support” section.
For solutions published by SAP partners: You can find information regarding product compatibility in the “Technical Information” section of the product page. Important reference documents may also be available in the “Resources” section.
If you can’t find the information, please contact our team for assistance.
What does SAP Certified, SAP Endorsed Apps, and SAP Solution Extension mean?
SAP Certified solutions
To be SAP Certified, an application must prove interoperability with SAP applications following SAP technical best-practices and guidelines. Selecting a certified partner solution helps ensure that you can cut implementation times, lower integration costs, and be confident of compatibility with your SAP technology infrastructure. To learn more, read this blog post: What It Means to Be SAP Certified.
SAP Endorsed Apps
SAP Endorsed Apps is a category of solutions from SAP’s partner ecosystem, designed to help customers become best-run intelligent enterprises. SAP Endorsed Apps deliver proven value with desired outcomes – quickly, effectively, and with great confidence. These solutions are premium certified by SAP with added security, in-depth testing, and measurements against benchmark results. To learn more, read this blog post: SAP Partner Solution Progression and SAP Endorsed Apps Initiative Launched as Integral Components of Next-Gen Partnering. These solutions are premium certified by SAP with added security, in-depth testing and measurements against benchmark results. You can learn more about SAP Endorsed Apps here.
SAP Solution Extensions
SAP offers a comprehensive portfolio of solution extensions across all industries and lines of business. Available for cloud, hybrid, and on-premise deployments, SAP Solution Extensions address multiple layers of infrastructure complexity to meet enterprise application requirements while streamlining the acquisition and implementation of these solutions. These solutions are developed by ISVs, integrate with SAP software, and complement SAP solution capabilities. SAP premium qualifies, tests, validates, approves, markets, sells, and supports these solutions as SAP-branded offerings.
How do ratings and reviews work on SAP Store?
SAP features over 40,000 ratings and reviews on SAP Store, provided by independent review firm G2. These peer reviews allow potential buyers to research, compare, and confidently execute on each purchase. When you are on a product page, clicking the “Reviews” tab to see ratings and reviews of that product, provided by customers who have purchased previously. You’ll also have an option to share your feedback by clicking “Write A Review.” Please note that SAP will only publish reviews from customers that have purchased that product and have direct experience in its use.
PRICING AND DISCOUNTS
How can I see the total price for my order, including discounts and taxes?
Promotions and other discounts, as well as estimated taxes (for countries with variable tax rates), are calculated during the checkout process, and are clearly displayed on the checkout screen, prior to purchase.
How can I get a personal/student/non-profit discount?
All applicable discounts and promotions should be automatically calculated at checkout. If you encounter an issue with a promotional code or are not seeing a discount to which you feel you are entitled, please contact our team for assistance.
How can I get a custom price quote for an SAP solution?
As the SAP Store is designed to be a self-service, digital sales portal, we regrettably do not issue formal price quotes for SAP Store orders. For many products, however, you may generate an informal quote for your reference by clicking “Download as PDF” during Step 1 in the checkout process.
How do I present and use my U.S. sales-tax exemption certificate or direct-pay permit when buying on SAP Store?
In order to benefit from tax-exemption on SAP Store, you must be a registered user. We cannot provide tax-exemption benefits to guest buyers. If you wish to make a tax-exempt purchase on SAP Store, please submit your request during the checkout process. You will be prompted to upload any relevant documents prior to submitting the order. If you have any questions about this process, please contact our team.
With respect to state and local sales tax, direct-pay permits, or valid tax-exempt purchases, certificates must be provided to SAP prior to the execution of this agreement. Sales taxes will not be removed from invoices if direct-pay permits or tax exemptions are presented after the invoice is issued for your order. Your sales-tax exemption or direct-pay permit applies only to purchases from SAP America. You may be required to submit exemption information to other parties if you buy partner products from SAP Store.
How is pricing calculated when my purchase is co-termed with an existing subscription?
If you are purchasing a solution and we determine that you or your company already has licenses for that solution, your new licenses will be co-termed with the existing subscription. This means that the new licenses will inherit terms from the existing subscription, including the end date, billing interval, and per-unit pricing. The total for your new purchase will be calculated by using your existing per-unit pricing and prorating it over the remainder of the existing subscription term.
Your purchase can be co-termed with an existing subscription for other reasons, though as well, such as when it is deemed to be complementary to a solution for which you or your company already has licenses. In this case, the new licenses will inherit terms from the existing subscription, such as the end date and billing interval, but be priced at the current price for the new solution you are purchasing. Your total, then, will reflect the current price for the new solution, but prorated over the remainder of the existing subscription term.
Purchase and Checkout
HOW TO PURCHASE PRODUCTS
How do I purchase a solution on SAP Store?
First, make sure that the country selector at the top right of the SAP Store page displays the country from which you will be purchasing. Then, browse SAP Store to find the solution(s) you’d like to learn more about, try or buy. More than 480 solutions are available for free trial here.
For SAP solutions: When you’ve reached the page for an SAP product, click the button marked “Buy Now,” and you will be taken step by step through the checkout process.
For solutions published by SAP partners: after you click “Get It Now” and submit the form, the partner will contact you directly and help you to complete the transaction, including billing, delivery and support of the solution.
What’s the difference between buying from SAP and SAP partners?
For solutions published by SAP partners, the purchases are transacted directly between you and the partner, whereas all purchases of SAP solutions and SAP Solution Extensions are conducted between you and SAP. Your SAP representative can assist you with all SAP products and solutions and can also help facilitate communication between you and the partner.
Do I need to be an SAP customer to buy SAP partner solutions on SAP Store?
For solutions published by SAP partners, the purchases are transacted directly between you and the partner, whereas all purchases of SAP solutions and SAP Solution Extensions are conducted between you and SAP. Your SAP representative can assist you with all SAP products and solutions and can also help facilitate communication between you and the partner.
Do I need to log on to make a purchase?
For most SAP products, you will be asked to create or log on to a valid SAP account in order to complete your purchase. There are select products, however, that allow you to purchase as a guest. For these products, you will see “Check-out as guest” as an option in your cart.
To purchase a product on behalf of your company, you will need to be designated as an authorized buyer. If you need assistance in becoming an authorized buyer, please contact our team.
For solutions published by SAP partners, you do not need to log on. You will be asked to provide basic contact information, and the respective partner will respond to your request within two business days.
Must I tell my SAP representative that I’m buying SAP partner solutions?
It is always a good idea to keep your SAP representative informed about your requirements and decisions. Our representatives can also assist you in ensuring that you receive the best possible support from our partners.
PAYMENT METHODS
What payment methods are available on SAP Store?
The payment methods available to you for a given transaction can depend on your company's contractual relationship with SAP and the specific solutions in your cart. Generally, payment can be made on SAP Store by credit card or invoice. Payment by invoice is additionally available for authorized buyers.
For solutions published by SAP partners, invoicing and payments are handled off the platform, directly between you and the partner. Invoicing from the partner to you is based on actuals according to the agreed-upon invoicing schedule between the two parties.
Can I update or delete my credit card details?
Yes, you can edit or delete your credit card details at any time by visiting SAP Store Account page. To access the page, first log on to your account by clicking the user icon at the top right of any SAP Store page. Once you’ve logged on, you can open SAP Store Account page in the user menu.
Why do you require my credit card for a free solution?
There are two reasons for requesting this information:
  1. Your credit card allows us to validate your identity in a simple way and expedite product setup.
  2. Adding a credit card to your account makes it easier for you to upgrade from a free to a paid version of the solution, if you choose to do so in the future.
Will any charge or authorization show for registering my card for a free solution?
No. There is no transaction registered or charge made for validating your credit card. The card associated with your account will only be charged if you choose to upgrade your free solution to a paid version or purchase a different solution on SAP Store in the future.
If I make a purchase on SAP Store, how will the charge appear on my credit card?
The charge will appear on your credit card as "SAP STORE."
CHECKOUT SAP PRODUCTS
What should I expect during checkout?
During checkout, you are asked to accept the end-user license agreement and confirm that you are authorized to buy (in case of company purchase). Promotions and other discounts, as well as estimated taxes (for countries with variable tax rates), are calculated during checkout. Upon submitting the order, you will receive a confirmation e-mail.
What information will I need to provide during checkout?
  1. As a registered user, you will be asked to confirm your contact information and company name and provide credit card details to complete your purchase. This information will then be stored as part of your account to speed up future checkouts.
  2. As a guest buyer, you will be asked to provide your e-mail address, credit card details, and billing information. This information will not be saved in the system.
  3. Authorized buyers will additionally be asked to confirm that they are authorized to purchase on behalf of their organization as part of the checkout process.
How can I renew a contract or subscription on SAP Store?
If you have agreed to process the renewal of a Maintenance and Support Service or Cloud subscription digitally, the identified renewal owner in your company will receive a notification e-mail as the subscription approaches its renewal date. The e-mail will contain a link to a pre-populated shopping cart that reflects all the relevant details of the renewal (the software and/or services to be renewed, renewal start and end dates, price, buyer information, terms and conditions, etc.)
You can confirm your renewal quickly and easily by clicking “Place Order” within that cart, and then complete the checkout process.
ISSUES WITH MAKING A PURCHASE
I’ve encountered an error message while attempting to purchase SAP solutions during checkout. What should I do?
First, if you're a registered user of SAP Store, you should verify that you’re logged on to SAP Store. This can help clear up many potential issues. If you’re still having problems, try clearing your web browser’s cache, opening the product page in an incognito window in your browser and retrying your purchase. If neither of these things helps resolve your issue, please contact our team. We’re here to help.
I’ve found the product I want to purchase, but don't see a buying option to purchase it. Why?
Certain solutions on SAP Store involve special purchasing terms. To complete a transaction for these solutions, you may be required to be an authorized buyer or require assistance from an SAP account executive or SAP inside sales executive. If you’ve found a solution you want to purchase, but don’t see an option to buy it, don’t hesitate to contact our team for assistance.
I’m not able to add a solution to my cart in my country. Why?
Some solutions are only available from SAP in select countries. Please contact our team and we’ll check the availability of the solution for you. If necessary, we’ll refer you to an authorized reseller.
After Your Order
ORDER STATUS AND INVOICING
How can I see a list of orders I’ve placed on SAP Store and check their status?
As a registered user of SAP Store, you can check your order status in SAP Store Account page. To access the page, first log on to your account by clicking the user icon at the top right of any SAP Store page. Once you’ve logged on, you can open My Account in the user menu and visit SAP Store Account option. If you have any difficulty with this, please contact our team for assistance.
Can I cancel or exchange my order?
For SAP solutions, all orders are considered final. No refunds, returns or credits are possible. If you wish to discontinue your cloud subscription, you can do so by visiting the SAP Store Account page, clicking Subscriptions, and requesting a termination on the next available date. If you have any difficulty with this, please contact our team for assistance.
If you wish to exchange one product license for another (perhaps due to an ordering error), an exchange can occasionally be processed. Each case must be dealt with on a case-by-case basis, so please contact our team for help.
For solutions purchased from SAP partners, please contact the partner for details on cancellation or their exchange policies.
During the checkout process, I chose to be invoiced for the solution. Who will issue the invoice and who in my company will receive it?
For all SAP solutions, SAP will issue the invoice and it will be sent to the company address you provided during registration. If your company has designated multiple possible invoice recipients, you will have the option to select the correct one from a drop-down menu during checkout. This person is referred to as the "invoice recipient."
When will I receive my invoice?
Please note that the invoice will be generated and sent to you via e-mail after approximately seven business days. If you have not received your invoice or have questions, contact our team and we’ll assist you. You can also view your sent invoices through the Biller Direct portal.
ACCESSING YOUR PRODUCTS
I have purchased a cloud solution published by SAP. How do I get access to it?
Once you’ve successfully placed your order for a cloud solution, you will receive two e-mails from SAP. The first will be your order confirmation. The second will contain the information and credentials you need to access your cloud solution.
If you are a new SAP customer, you’ll receive a third e-mail, providing you with access to SAP Service Marketplace. This is where you can find product and customer support, if needed.
How can I download a solution I have purchased?
Once you’ve successfully placed your order for a downloadable solution, you will receive two e-mails from SAP. The first will be your order confirmation, which will include a link to download the solution. The second will contain the license key, which will allow you to activate your solution.
If you are a new SAP customer, you’ll receive a third email, as well, providing you with access to SAP Service Marketplace. This is where you can find product and customer support, if needed.
The download link for a product I purchased has expired. How can I get a new one?
If you’re a registered user of SAP Store, you can request a new download link. To do so, find your order in the SAP Store Account page and click on it to expand the details. Next to the Delivery Type field, click File Download. An e-mail will be sent to you with a new link to download your product.
What should I do if I can’t download my solution?
We recommend that you use a broadband connection for downloading product installation files. If you do not have a sufficient connection available, please contact our team for help.
How do I receive my license key?
When you purchase a solution that requires a license key for activation, you will receive a second email containing that key after you receive your order confirmation. Note that for some SAP Crystal solutions, a product key code is required for each purchased user license.
I purchased an SAP Crystal solution, but can’t find my license key. How can I access it?
Please contact our team, let us know of your issue, and provide your order number. We’ll follow up with assistance.
What can I do if my product license key doesn’t work?
If you are having trouble with a license key, please contact our team for assistance. You will be asked to provide your SAP Store order number, which you can find in SAP Store Account page or your order confirmation email.
Account
What buyer types are allowed on SAP Store?
There are four different SAP Store user types:
Guest Buyer
Capabilities include the following:
  • No registration required
  • Easy checkout via credit card
  • Credit-card purchase of available solutions (View a list of those products here )
  • Ability to try and purchase SAP partner products
Registered Buyer
Capabilities of guest buyer, plus:
  • Faster checkout (all your personal details and payment information is stored in your profile)
  • Access to SAP Store Account capabilities, which enable you to keep track of your orders, subscriptions and trials of cloud products
  • Management of your SAP Store profile
Authorized Buyer
Capabilities of guest and registered buyer, plus:
  • Buy any solutions available for purchase on SAP Store
  • Payment by invoice (subject to your company's contractual relationship with SAP and the solutions in your shopping cart)
  • Selection of invoice and software recipient
Renewal Owner
  • A renewal owner is a user designated to manage an on-premise Maintenance and Support Service or cloud subscription renewal. As the service contract or subscription reaches its renewal date, the renewal owner will receive a notification email from SAP with a link to a pre-populated shopping cart.
  • Access to the pre-populated renewal shopping cart via the provided link
  • Renewal of maintenance and support service contracts or cloud subscriptions
How do I set or reset my password?
Click the user icon at the top right of any SAP Store page, and when you’re prompted to log on, click “Forgot password?.” Enter your e-mail, S-user ID or P-user ID and you’ll receive an e-mail shortly thereafter with a link to reset your password.
Clicking that link will take you to a page where you can set or reset your password, as necessary. Enter your new password and click “Save.” If you haven’t done so previously, you will be asked to accept the SAP Store terms and conditions.
Once you’ve completed this process, you will be authenticated and logged in.
What should I do if I’ve registered, but did not receive a confirmation e-mail?
If you’ve registered but did not receive a confirmation email with your password, you can set your password by following the process described above.
What user ID and password should I use when renewing a contract or subscription on SAP Store?
When you receive a reminder e-mail from SAP that it’s time to renew a contract or subscription, that e-mail will contain a link to your pre-populated shopping cart. In the “Buyer Information” section of that cart, click “Log on.”
If you are new to SAP Store and don’t have a password yet, click “Forgot password?.” Enter your e-mail address as your user ID and click “Send.” You’ll receive an e-mail shortly thereafter with a link to reset your password.
If your e-mail address is associated with more than one S-user and/or P-user ID, you won’t be able to process a renewal using your e-mail address but must use the correct S- or P-user ID. When you attempt to log on to SAP Store with your e-mail address, you will be prompted to select the correct S- or P-user instead. If you need to reset the password for that account, proceed as explained above, but use the S- or P-user instead of your e-mail address.
Get Help
TECHNICAL PRODUCT SUPPORT
Will I get technical product support from SAP?
For all products published by SAP, you will receive technical support contacts via email as your order is completed. If you cannot locate or access these emails, you can visit the SAP ONE Support Launchpad for additional help. There are a few exceptions to this:
SAP Crystal Solutions:
Technical product support for SAP Crystal Reports, SAP Crystal Reports Viewer, SAP Crystal Reports for Visual Studio, and SAP Crystal Reports for Eclipse is provided through the SAP Community website. The technical product support team for SAP Crystal Server can also be reached here. Download links, product features, compatibility and requirement documents, patches and versions, as well as installation guides and videos for all SAP Crystal solutions can be found here.
SAP Education:
For issues accessing or using your SAP Learning Hub account, please contact e-learning@sap.com.
For information about or to subscribe to SAP Education courses in a specific country or on a specific topic, please contact SAP Education and select your country.
If you’re not able to find the answer to your technical question immediately, it’s always possible that others have had the same problem. Be sure to check out the SAP Community Network to find user groups, forums, and more developer-specific support information for SAP products.
How can I get product support for solutions published by SAP partners?
For the solutions published by SAP partners, you can contact publishers directly by submitting a contact form on the specific product page. To access this form, go to the product page and click the “Contact Publisher” button in the Publisher section.
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