Stuck in a customer support loop

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Stuck in a customer support loop

L0 Member

I'm trying to setup my PA-220 to use the AIOps and need to login into the Palo Alto customer support portal.  I have not logged in for a long time, but when I use the account associated with my device, it tells me "Unable to sign in".  Trying forgot password, sends no email to the email account.  When I try to create an account and enter Serial # and Cust ID, it tells me account already exists.

 

When I call the support #, and enter the serial it tells me that I need to open a support case - which requires me to have an account.

 

Any ideas on what I need to do to get my account access back so I can complete the setup?

2 REPLIES 2

Cyber Elite
Cyber Elite

Hello,

Have you tried reaching out to your sales team or sales engineer?

Regards,

The Sales guy I was dealing with left Palo Alto some time ago.  Since this for residential use, I have not had any need for an ongoing relationship with the sales arm.  The last time I renewed my subscriptions - it was with CDW.

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