topic Re: Device and customer codes do not match a Support Account. in General Topics

Device and customer codes do not match a Support Account.

Eightin — Wed, 26 Feb 2025 04:34:25 GMT

Hi,

I recently acquired a used Palo Alto firewall and I'm encountering an issue during the registration process. The error message states: 'Device and customer codes do not match a Support Account. Please contact a Super User to send you a registration link for the appropriate Support Account.'

However, I don't have access to a Super User since the device is second-hand. Could you please assist me with registering the device?

Re: Device and customer codes do not match a Support Account.

kiwi — Wed, 26 Feb 2025 10:41:03 GMT

Hi @Eightin ,

Here's Palo Alto Networks secondary market policy:

https://www.paloaltonetworks.com/services/support/support-policies/secondary-market-policy

Please reach out to a local sales represantative.

Kind regards,

-Kim.