topic Re: NGFW Credit Pool disappeared in Portal in General Topics

NGFW Credit Pool disappeared in Portal

Tobias_Kruse — Sat, 14 Oct 2023 06:44:51 GMT

I please need help with our NGFW Credit Pool which simply disappeared in the portal.

Re: NGFW Credit Pool disappeared in Portal

JayGolf — Mon, 16 Oct 2023 04:00:36 GMT

How long ago were these credits purchased and were they purchased from PAN directly or through a partner/reseller? Would you or someone on your team happen to have the email detailing the subscription, the credit pool ID, the subscription start and end date, and the amount of credits purchased? I would recommend taking a look at that email and reaching out to the seller.

Re: NGFW Credit Pool disappeared in Portal

Tobias_Kruse — Mon, 16 Oct 2023 05:28:15 GMT

Hi JayGolf! Thank you for you reply.
I've opened a case with Palo Support Saturday too and they confirmed that the pool is gone. After some discussion whether or not I even ever had a pool they came back to me yesterday saying it was a backend issue.

Re: NGFW Credit Pool disappeared in Portal

JayGolf — Mon, 16 Oct 2023 17:30:44 GMT

Great to hear! Glad they were able to get back to you quickly.