topic Re: Failed to onboard AWS account in Prisma Cloud in Prisma Cloud Discussions

Failed to onboard AWS account in Prisma Cloud

S.Choi879310 — Tue, 10 Jun 2025 02:03:41 GMT

I'm trying to onboard an AWS account to Prisma Cloud, but I'm getting the following error. How should I proceed?

"Not Account Owner. Please contact Prisma Cloud support."

Re: Failed to onboard AWS account in Prisma Cloud

kiwi — Tue, 10 Jun 2025 13:28:06 GMT

Can you confirm you're using the correct tenantID ?

Did you delete the account recently ? In that case Prisma can take up to 24 hours to keep resources metadata in case the need to re-onboard a cloud account after deleting them.

That said, I would recommend reaching out to support to confirm account.

Kind regards,

-Kim.

Re: Failed to onboard AWS account in Prisma Cloud

S.Choi879310 — Mon, 16 Jun 2025 01:52:02 GMT

Thank you for your help!
I have not deleted my account recently, but I haven't deleted it from my old tenant while changing the tenant. Is this going to be a problem?

Re: Failed to onboard AWS account in Prisma Cloud

LMegrelis — Mon, 23 Jun 2025 15:40:30 GMT

Hello!

Yes I would encourage you to delete that cloud account from the old tenant if you still have access. If not, this may require a backend scrub. A cloud account cannot be onboarded twice to 2 separate tenants.

If not please raise a customer support ticket with the following details:

Tenant_NAME:
Stack URL:
Tenant_ID:
Serial_Number:
Cloud_Account_Type:
Cloud_Account_ID:
Old_Tenant_ID:
Old_Serial Number: