> For the complete documentation index, see [llms.txt](https://help.connected.illumina.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.connected.illumina.com/getting-started/rg-faq.md).

# FAQ

## Order Registration

## **Q: What types of Illumina Software require order registration?**

A: Order registration is used to activate software purchased through an Illumina sales representative. There are two types:

* Software Subscriptions
  1. BaseSpace Professional Subscriptions
  2. BioInsight Platform Core Professional, BioInsight Platform Core Enterprise, Illumina Connected Insights, Connected Multiomics Subscriptions, etc.
* Software Consumables
  1. Examples: BioInsight Credits (BIC), Genome Equivalent Samples, Illumina Complete Long Reads cloud analysis, Consumption billing

## **Q: Why is selecting workgroups or domains required?**

A: Workgroups and Domains are used by Illumina software to control access to different customers' data and assets. Examples of a domain are dcehealth.Illumina.com or coreseqinc.Illumina.com.

Choosing a domain is required when registering BaseSpace Enterprise, BioInsight Platform Core, or Cohorts Subscriptions. Choosing a workgroup is required when registering BaseSpace Professional. Software consumables (such as BIC) can be applied to either domains or workgroups of active subscriptions.

Below is a description of how workgroups and domains are used by Illumina software.

| Subscription Type                                           | Location for BIC | Description                                                                             |
| ----------------------------------------------------------- | ---------------- | --------------------------------------------------------------------------------------- |
| All other software products (Platform Core, ICI, ICM, etc.) | Domain           | All other software subscriptions use domains to control access to software consumables. |
| BaseSpace Sequence Hub Professional                         | Workgroup        | BaseSpace Pro subscriptions use workgroups to control access to software consumables.   |

## **Q: Why do I not see my orders listed on the Order Registration page?**

A: If you arrive at the Software Registration Portal page and see no orders listed, this means that the orders have not been associated with your email address.\\

<figure><img src="/files/1JobN9vxKjtvgHAUXpvj" alt=""><figcaption></figcaption></figure>

You have most likely been forwarded an Illumina registration email and clicked on the link to get to the registration portal. The portal does not recognize your email because the person that forwarded the message did not request that your email be assigned to register new products.

The solution for this is to ask the person who forwarded the email to you to log into the registration portal and add your email address using the "Assign User" button. If this does not resolve the issue or you are unable to locate your order after logging in, please contact <customercare@Illumina.com> or click on the [FAQ](https://support.illumina.com/support-content/NoPendingReg.html) link on the Registration Page.

## **Q: I completed my registration, why can I not access my software?**

A: After registration is completed, a notification will be sent to your email address to confirm the account details.

Provisioning of your software in the cloud can take up to 15-30 minutes after registration is complete. When provisioning is completed, you will receive a welcome notification that includes getting started information about your subscription.


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