In this article
Discover the latest enhancements to the Customer Hub case management and customer support systems, including new case types for streamlined order support, improved invoice management, stronger account security and more.
August, 2025
Invoice distribution and payment
We’ve made managing your invoices and payments simpler in Customer Hub. From the “Invoice Distribution” tab in your user preferences, you can now manage who receives your e-invoices. You can add, update or delete contacts on your distribution list in near real-time.
Plus, paying overdue invoices is now faster than ever. On your dashboard’s billing management widget, click on the arrow next to your account’s overdue balance. Then select “Pay overdue invoices” to quickly filter and settle payments.
New supported file types for attachments
We’ve expanded the types of files you can attach to cases, including: .log, .evtx files and .zip archives.
As well as various video and audio formats, including: .mp4, .wmv, .mwa, .mkv, .webm, .flv, .asf, .avi, .mp3, .mpeg and .mov.
Two-step verification required for your Motorola Solutions online accounts
As part of our commitment to your safety and security, Motorola Solutions now requires two-step verification for accounts on motorolasolutions.com and Customer Hub.
This security measure helps prevent unauthorized access by requiring a verification code when you log in or make profile changes. If you haven’t enrolled, you will be prompted to do so before accessing your account. Visit motorolasolutions.com/mfa for setup instructions and additional information.
New fields added to export reports
You now have more detailed insights with our updated export reports. We’ve added three new date fields to all case types: Last Closed Date, Resolution Date and Last Updated Date. These fields also apply to external cases, giving you a more complete picture of your data.
Enhanced Serial Number Lookup and Contract Drill-Down
The Serial Number Lookup now lets you find associated contracts more efficiently. You can drill down on a contract number to go directly to a list view of the service contract.
For data security, if the contract isn’t associated with your Motorola Customer Number (MCN), user or account, you will receive the message: “This contract does not belong to your account.” This update streamlines your workflow and provides a more secure way to access contract details.
Order Support in case management
We’ve launched a new Order Support case type to streamline the handling of quality-related issues with orders and deliveries, such as incorrect or damaged items. This new process replaces email communication, capturing all necessary information, including photographic evidence, upfront. This improves efficiency and reduces resolution times. This enhancement is expected to save 3-5 minutes per case when more info is needed and up to 12 hours per case requiring customer-provided photos or videos.
