How to reset Support portal passwords for other account members?

[Adrian_Jensen]

Is there a way to send a password reset link for other members in a support portal account? I have a Domain Admin/Super User account that has not logged in for a long time. When the user attempts to request a password reset themselves they get a "Password reset is not allowed in the user's current status".

I can't seem to find any documentation on updating another user's account information, just resetting your own password via the login page or once logged in.

[mgordon]

Hello @Adrian_Jensen There are a few ways this can be accomplished actually!

If you are the admin for your organization you can manage others passwords within the support portal or partner portal. You could also open a case at https://support.paloaltonetworks.com. If you or the user are unable to log into the support page please use the “Need Help” option on the SSO login password page or a direct link here to submit a ticket manually to our SSO support team to get help in resetting this pw https://www.paloaltonetworks.com/services/support/login-assistance

Hope this helps!

[mgordon]

I also see that error you are obtaining and have asked our support team. If you could please open a ticket for this our SSO team will be able to unlock the account. Sorry for not answering that part of the question to start.

[Adrian_Jensen]

@mgordon Thanks, yeah I am Super User/Domain Admin myself and could not find any way to manage other users in my organization in the support portal, just reset my own. The only options shown for other users are: Edit User and Delete User. Unsure at this point if it is a problem because the user hasn't logged in in a long time, the user never activated their account (possible, it's an old account, though it does show an activation date), or if something happened during the MFA changes. It's not an emergency at this point, just trying to figure out how to correct. I will open a support ticket and see if it can get resolved there.

[ithermos]

Hello,

Did you finally resolve the issue and if yes, how? Was it via  https://www.paloaltonetworks.com/services/support/login-assistance that @mgordon mentioned ?

Thanks in advance,
Ilias

[Adrian_Jensen]

Hello @ithermos , I was able to resolve the issue, but not from there. I had to open a support ticket from the Customer Support Portal at https://supportcases.paloaltonetworks.com/s/ . Palo Alto support then reset the user's account and resent the password reset email. As a super user on the company account I was not able to do it myself. If you are trying to reset your own account the https://www.paloaltonetworks.com/services/support/login-assistance link would probably work.

[ithermos]

Thank you for the reply Andrian. I have already resolved it via the second link, although I wanted another user's reset.