Support Portal Account

[gwallMLS]

How long does it take to get approved after submitting request for access and what is the approval process ?  Palo Alto does not provide an option to obtain support unless a case is created on Portal and no option by phone. Even with a paid support contract. Stuck until approved ? 

[JayGolf]

Hi @gwallMLS ,

What type of request did you create? Is this for an account creation? If you are the first user within your org to create an account, you can create your account by providing the serial# of the device you created as well as sales order or customer ID. 

[BPry · Accepted solution]

@gwallMLS,

Assuming that you have a CSP that you've lost access to due to not having a super-user account active on it to approve the account, I've seen these take a couple hours to multiple days depending on the issue. It appears that people have an easier time when the following is done:

1. Ensure that the old super-user account is no longer active in your email system and will bounce the message. Some people attempt to recreate it prior to opening an access issue and having it NOT bounce back seems to prolong the process. If the account is still active recently and the email doesn't bounce, they'll wait for a response to the prior super-user account prior to granting you access. Setting that address as an alias on your account also doesn't appear to help, as the reply will show as your account.
2. If you're attempting to regain access make sure that you have the serial number or auth code for something that is actually on the account. I've had people think that a device is registered to their account, but in reality it never was and that slows things down. If you know for a fact that something has/had an active contract, use that SN.
3. In the event that the super user was active and just recently left the company, it's sometimes best/quicker to just takeover that account. Ensure you have full access to that email address and go through the MFA and password reset process, as simply getting MFA reset and cleared out is generally a fairly quick process.