User Support

This page acts as a portal to support researchers using the national e-infrastructure.

Technical documentation

Frequently asked questions

If you already have a user account, you can be added directly by the project leaders. Otherwise, you may apply for access.

As long as you have a valid mobile phone number registered with us, and active access to any of the systems, you may reset your password via our self-service portal.

Useful information, including how to log in, is available in our technical documentation on Getting started.

There can be multiple reasons for this. If you recently changed your password, please wait up to one hour before trying to log in.

If you still cannot log in, verify that your username and password are correct. You may do so by trying to log in to MAS.
If that does not work, you could try resetting your password.

In case you have tried the above without success, please contact support on and we'll gladly look into the matter for you.

Your affiliation has expired in our system. There are a few reasons for this.

Please contact support on with information about your current affiliation to get this updated.
We normally request the following:

  • Organization/institute
  • Position
  • E-mail address
  • Mobile phone number

The allocation periods are split into two:

  • Periods ending with ".1" starts 1 April and ends 30 September.
  • Periods ending with ".2" starts 1 October and ends 31 March.

They are prefixed with the year they start, so for example period 2022.1 starts on 1 April and ends on 30 September 2022

We need a valid application for each period. Please refer to the call for each period for more details.

Please note that it is not possible to transfer unused CPU hours between periods.

Contact information for support

Support requests are added to an issue tracker (ticket system) that is staffed with skilled operators from NRIS. The staff provide first-line assistance to all users, including user access and password administration to HPC and data storage projects on the national e-infrastructure resources.

The support staff is on call Monday-Friday and follow regular office hours. Short staffing during holidays may cause deviations in opening hours. Users will receive a response within hours during normal work hours or at the latest the following working day.

Technical support

Requests for technical assistance or issues with the infrastructure, software etc. should be sent to the technical team in NRIS at the address below.


Administrative support

Requests regarding computing and storage resources, in addition to user accounts, should be sent to the address below, as Sigma2 provides support services for all issues related to the administration of the national resource allocation. 



How to write good support requests

Writing good support requests is of great importance, both for the support team as well as the user.

Writing support requests: Good practices