https://live.paloaltonetworks.com/t5/general-topics/urgent-need-of-help-trying-to-reach-tech-support-without-a-case/m-p/1258037#M126697 <P>Hi&nbsp;<a href="https://live.paloaltonetworks.com/t5/user/viewprofilepage/user-id/835601325">@dlacount</a>&nbsp;,</P> <P data-path-to-node="5">&nbsp;</P> <P data-path-to-node="6">When a serial number doesn't match your customer ID, it usually means the device was registered under a parent company's name, a slightly different entity name, or by the third-party reseller who initially provisioned the hardware. Until that database record is corrected, support cannot route your ticket to an engineer.</P> <P data-path-to-node="6">&nbsp;</P> <P data-path-to-node="6">If you bought this device through a local IT vendor, call them right now. They have back-channels into Palo Alto's registration systems and can look up exactly how your asset account was configured, allowing them to initiate a rapid correction ticket on your behalf.</P> <P data-path-to-node="6">&nbsp;</P> <P data-path-to-node="6"><SPAN>If you know the super user for that account you can request them that your email address be added. Once your email address has been associated with the account, I will be able to transfer your case to the technical team for further assistance. If you are unsure who the super user is, please contact your Accounts team for assistance.</SPAN></P> <P data-path-to-node="6">&nbsp;</P> <P data-path-to-node="6">Best,</P> Fri, 03 Jul 2026 11:52:14 GMT kiwi 2026-07-03T11:52:14Z https://live.paloaltonetworks.com/t5/general-topics/urgent-need-of-help-trying-to-reach-tech-support-without-a-case/m-p/1257984#M126695 <P>I have a PA-820 but I can't create a ticket because I can't get past the account activation. I'm stuck in a loop because my device serial number doesn't match my customer ID for some reason.</P> <P>&nbsp;</P> <P>Our workforce is without network due to this device and I can't get past the internet to get actual help.</P> <P>&nbsp;</P> <P>How can I talk to a human at Palo Alto to get the account corrected?</P> <P>&nbsp;</P> <P>&nbsp;</P> Thu, 02 Jul 2026 18:32:06 GMT https://live.paloaltonetworks.com/t5/general-topics/urgent-need-of-help-trying-to-reach-tech-support-without-a-case/m-p/1257984#M126695 dlacount 2026-07-02T18:32:06Z https://live.paloaltonetworks.com/t5/general-topics/urgent-need-of-help-trying-to-reach-tech-support-without-a-case/m-p/1258037#M126697 <P>Hi&nbsp;<a href="https://live.paloaltonetworks.com/t5/user/viewprofilepage/user-id/835601325">@dlacount</a>&nbsp;,</P> <P data-path-to-node="5">&nbsp;</P> <P data-path-to-node="6">When a serial number doesn't match your customer ID, it usually means the device was registered under a parent company's name, a slightly different entity name, or by the third-party reseller who initially provisioned the hardware. Until that database record is corrected, support cannot route your ticket to an engineer.</P> <P data-path-to-node="6">&nbsp;</P> <P data-path-to-node="6">If you bought this device through a local IT vendor, call them right now. They have back-channels into Palo Alto's registration systems and can look up exactly how your asset account was configured, allowing them to initiate a rapid correction ticket on your behalf.</P> <P data-path-to-node="6">&nbsp;</P> <P data-path-to-node="6"><SPAN>If you know the super user for that account you can request them that your email address be added. Once your email address has been associated with the account, I will be able to transfer your case to the technical team for further assistance. If you are unsure who the super user is, please contact your Accounts team for assistance.</SPAN></P> <P data-path-to-node="6">&nbsp;</P> <P data-path-to-node="6">Best,</P> Fri, 03 Jul 2026 11:52:14 GMT https://live.paloaltonetworks.com/t5/general-topics/urgent-need-of-help-trying-to-reach-tech-support-without-a-case/m-p/1258037#M126697 kiwi 2026-07-03T11:52:14Z