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For many reasons you may find that a MAC address you are trying to register on SRAPS is already on our server, and you will not be able to save it on your own profile

We have an automation in place to remove MAC addresses from SRAPS and to use that we need a ticket, which can be raised by both partners or end users as below


Snom's Community

If you are an end user you can always have access to our Community by signing up here https://service.snom.com/display/FORUM

The Sign Up and Log In buttons are on the top right corner of the page

Once you are logged in, you will be able to see the SRAPS menu and the "Delete my MAC" request type, you can click on that


And you will be brought into a new page which allows you to create a MAC removal ticket


In here you will see automatically your name, as the reporter of this ticket, and you can put down one or multiple MAC addresses you need to remove from SRAPS, using a comma "," as a separator between MAC

An attachment is mandatory and it should be a file showing the MAC address of the phone, as proof you own it: the label on the back of the phone, or on the box, are perfect examples

Once this is done a private ticket will be created with our support team, allowing them to come back to you if they have any questions (if the MAC in the picture doesn't match the one in the ticket for example)

Once Snom support team decide to proceed they will trigger the internal automation, removing the MAC address if it's on SRAPS, and you will get an automatic email confirming the MAC was removed (or not found, if it wasn't on SRAPS to begin with)

After the automatic email the ticket will be closed and you will not be able to reply into it as we won't get notified


Snom's Helpdesk

If you are a Snom partner you have access to our private helpdesk, then you have two ways to request a MAC removal: via a Community ticket as above, or via a private ticket you can raise from https://helpdesk.snom.com/

When using the Helpdesk you can login and raise a ticket, just remember to choose a "SRAPS->Remove MAC address" ticket as below


And you will be brought into a new page, basically identical as the one above, which allows you to create a MAC removal ticket


In here you will see automatically your name, as the reporter of this ticket, and you can put down one or multiple MAC addresses you need to remove from SRAPS, using a comma "," as a separator between MAC

An attachment is mandatory and it should be a file showing the MAC address of the phone, as proof you own it: the label on the back of the phone, or on the box, are perfect examples

Once this is done a private ticket will be created with our support team, allowing them to come back to you if they have any questions (if the MAC in the picture doesn't match the one in the ticket for example)

Once Snom support team decide to proceed they will trigger the internal automation, removing the MAC address if it's on SRAPS, and you will get an automatic email confirming the MAC was removed (or not found, if it wasn't on SRAPS to begin with)

After the automatic email the ticket will be closed and you will not be able to reply into it as we won't get notified

Further Information


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