topic Re: Device and customer codes do not match a Support Account. Please contact a Super User to send you a registration link in General Topics

Device and customer codes do not match a Support Account. Please contact a Super User to send you a registration link

abdul.moh — Mon, 04 Aug 2025 23:22:51 GMT

Hello Team,

I am trying to register a PA-1410 device on the palo alto network support portal, but I'm running into follow issue.

After I enter Device Serial Number / Sales Order Number its throwing below error.

'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."

looks like both serial and sales order number are correct still facing this issue.

Re: Device and customer codes do not match a Support Account. Please contact a Super User to send you a registration link

kiwi — Tue, 05 Aug 2025 08:01:14 GMT

Hi @abdul.moh ,

This isn't something LIVEcommunity can help you with. You need to contact a super user within your organization's Support Account.

A Super User is an administrator on your company's Palo Alto Networks support portal. They have the permissions to manage users and devices.

The Super User can find your PA-1410 in the list of available devices for your account.
They can then send you a registration link that is specifically tied to your company's Support Account.
Using this link will allow you to register the device to the correct account and resolve the error.

If you don't know who your Super User is, you'll need to reach out to your IT or procurement team. They should be able to identify who manages your Palo Alto Networks assets and support contracts.

Kind regards,

-Kim.

Re: Device and customer codes do not match a Support Account. Please contact a Super User to send you a registration link

Y.Bouillon484684 — Tue, 16 Sep 2025 15:59:00 GMT

Surprising. We are creating a fresh new account and there aren't any super users... impossible to find the customer id nor the Sales order Id... Help!!!!!