topic Can't get support for NGFW credits in Next-Generation Firewall Discussions https://live.paloaltonetworks.com/t5/next-generation-firewall/can-t-get-support-for-ngfw-credits/m-p/445230#M115 <P>We purchased NGFW credits but haven't received any activation e-mail. We can't open a support case through the portal as we don't have an asset to open the case against in our account. There's supposedly an open support case button on LIVEcommunity but I can't find it. Phone support doesn't recognize the serial number received from <A href="mailto:orders@paloaltonetworks.com" target="_blank">orders@paloaltonetworks.com</A>. Our Palo Alto sales person's customer support team won't accept the case from them via email.</P><P>&nbsp;</P><P>Help.</P> Wed, 03 Nov 2021 14:28:01 GMT mkaufman 2021-11-03T14:28:01Z Can't get support for NGFW credits https://live.paloaltonetworks.com/t5/next-generation-firewall/can-t-get-support-for-ngfw-credits/m-p/445230#M115 <P>We purchased NGFW credits but haven't received any activation e-mail. We can't open a support case through the portal as we don't have an asset to open the case against in our account. There's supposedly an open support case button on LIVEcommunity but I can't find it. Phone support doesn't recognize the serial number received from <A href="mailto:orders@paloaltonetworks.com" target="_blank">orders@paloaltonetworks.com</A>. Our Palo Alto sales person's customer support team won't accept the case from them via email.</P><P>&nbsp;</P><P>Help.</P> Wed, 03 Nov 2021 14:28:01 GMT https://live.paloaltonetworks.com/t5/next-generation-firewall/can-t-get-support-for-ngfw-credits/m-p/445230#M115 mkaufman 2021-11-03T14:28:01Z Re: Can't get support for NGFW credits https://live.paloaltonetworks.com/t5/next-generation-firewall/can-t-get-support-for-ngfw-credits/m-p/445282#M116 <P>After 71 minutes on the phone, the TAC engineer was able to reverse engineer an old support case of mine to get one opened and then CSR were able to send me a PDF with a link to activate the credits. Hurray!</P> Wed, 03 Nov 2021 16:19:17 GMT https://live.paloaltonetworks.com/t5/next-generation-firewall/can-t-get-support-for-ngfw-credits/m-p/445282#M116 mkaufman 2021-11-03T16:19:17Z