topic Re: Unable to create a support account in Next-Generation Firewall Discussions

Unable to create a support account

Vincent.Cai — Thu, 16 Mar 2023 22:31:50 GMT

I want to register one new PA-220 firewall. I need to create one Palo Alto support account, however, I failed to create it.

1. I input my email address

2. All contact information

3. Serial Number of the PA-220 firewall

4. Order Number. I purchased it on eBay, I input the Order Number on the Invoice from the seller.

After I submitted the application, the web page simply says encountered error and please contact support.

I called Palo Alto support, to my surprise, Palo Also support told me I have to open a support case. However, before I have a support account, I can NOT open a support case at all. It is a dead lock. Very frustrated.

Can anyone shed some light on similar case?

Thanks

Re: Unable to create a support account

TomYoung — Fri, 17 Mar 2023 01:35:55 GMT

Hello @Vincent.Cai ,

Here is the form to request login assistance to the CSP. https://www.paloaltonetworks.com/services/support/login-assistance

Since you purchased the NGFW on eBay, it most likely is secondary market -> https://www.paloaltonetworks.com/services/support/support-policies/secondary-market-policy. Once you fill out the form above, hopefully they can guide you down the right path.

Thanks,

Tom

Re: Unable to create a support account

lucasmariano — Mon, 20 Mar 2023 04:08:36 GMT

Hello @Vincent.Cai, in addition to the good tips my friend @TomYoung gave, I have another observation. I had tried to create a while ago with my non-corporate email and failed. I can only do it when I created the account with the company's email domain. Example vincent@companydomainname.com.