topic Re: Stuck in a customer support loop in General Topics

Stuck in a customer support loop

3dmaxer — Wed, 02 Nov 2022 15:05:40 GMT

I'm trying to setup my PA-220 to use the AIOps and need to login into the Palo Alto customer support portal. I have not logged in for a long time, but when I use the account associated with my device, it tells me "Unable to sign in". Trying forgot password, sends no email to the email account. When I try to create an account and enter Serial # and Cust ID, it tells me account already exists.

When I call the support #, and enter the serial it tells me that I need to open a support case - which requires me to have an account.

Any ideas on what I need to do to get my account access back so I can complete the setup?

Re: Stuck in a customer support loop

OtakarKlier — Wed, 02 Nov 2022 21:34:38 GMT

Hello,

Have you tried reaching out to your sales team or sales engineer?

Regards,

Re: Stuck in a customer support loop

3dmaxer — Wed, 02 Nov 2022 21:58:52 GMT

The Sales guy I was dealing with left Palo Alto some time ago. Since this for residential use, I have not had any need for an ongoing relationship with the sales arm. The last time I renewed my subscriptions - it was with CDW.