topic Re: Did not received welcome email after purchase on AWS Marketplace in Prisma Cloud Discussions

Did not received welcome email after purchase on AWS Marketplace

moliveirah — Wed, 29 Jan 2025 21:57:53 GMT

Hi!
My company have recently subscribed for the Prisma Cloud through AWS Marketplace, but we did not received the welcome email with a login or similar.
After made the subscription, we were redirected to https://subscribe.redlock.io with a token for our access, and after filling the form, we get the following message:
We are provisioning your tenant. You should receive an email with details soon.

But it never came.
Tried change computer, network connection, others O.S and web browsers, no success.
To get worse, I don't seem to find ANYONE with the same problem.

How can I proceed?
I can't open a support case 'cause I don't have access to the support portal, or serial number.
Without it, Palo Alto can't help me directly and because it's a SaaS product, AWS says it's the vendor that needs to fix the issue.

Don't know what to do.

Re: Did not received welcome email after purchase on AWS Marketplace

LMegrelis — Mon, 03 Feb 2025 17:00:14 GMT

Hello!

To see where do you access your Prisma Cloud instance after purchasing the Prisma Cloud app from the AWS Marketplace, please see below steps.

Once you are taken to sso.paloaltonetworks.com, navigate to:
1. Customer Support Portal (CSP) > Resources > Hub > Prisma Cloud (on the top middle of page)

2. Resources > Hub

Ensure that the Account Selector dropdown on top shows your account name.

3. Hub > Prisma Cloud

Ensure that the top right dropdown shows your tenant name.

When subscribing Prisma Cloud on AWS Marketplace with option "PAYG with 15-Day Free Trial", and you are still unable to access it Please contact ppc-help@paloaltonetworks.com

Re: Did not received welcome email after purchase on AWS Marketplace

moliveirah — Tue, 04 Feb 2025 11:41:48 GMT

Hello @LMegrelis

Thanks for the response, but unfortunately it didn't work for me:

There's no tenant, so can't proceed.

That's the problem, the tenant is not created nor I receive another information. Frustrating...

Re: Did not received welcome email after purchase on AWS Marketplace

LMegrelis — Fri, 07 Feb 2025 20:27:03 GMT

Hello! I sent you a private message to gather your contact details as well as your company information. So we can have a sales rep reach out to you directly regarding the next steps.