topic Account Permisison in General Topics

Account Permisison

marcus.harrison — Mon, 27 Apr 2026 19:28:54 GMT

Team,

After logging in I am unable to access the following areas, please see the attach image:

-Costumer support

-Knowledge Base

Could some please provide guidance on how to solve this issue? Thank you in advance.

Re: Account Permisison

kiwi — Tue, 28 Apr 2026 11:14:34 GMT

Hi @marcus.harrison ,

LIVEcommunity can't assist you with login issues.

Make sure you're using your customer account to login to the support portal.

If you still require login assistance please go here:
https://www.paloaltonetworks.com/services/support/login-assistance

Kind regards,

Re: Account Permisison

marcus.harrison — Tue, 28 Apr 2026 17:30:38 GMT

I am not having problems with my login, the issue takes place after the login. I enter my username and password, then I get the verification code on my phone which then allows me to successfully login. The problem I am having is after I login I am unable to access portion of the site such as Knowledge base or the create a case page for customer support.

Re: Account Permisison

kiwi — Wed, 29 Apr 2026 06:50:31 GMT

Hi @marcus.harrison ,

Sounds like an entitlement issue in that case.

Do you have a backline support or direct support with PAN ? I couldn't find any entitlement linked to your email address. This profile @marcus.harrison seems to be a public user profile and not tied to a customer profile.

I'd recommend opening an administrative case with PAN to get to the bottom of this.

Best,