Urgent need of help trying to reach tech support without a case #

[dlacount]

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.

Our workforce is without network due to this device and I can't get past the internet to get actual help.

How can I talk to a human at Palo Alto to get the account corrected?

[kiwi]

Hi @dlacount ,

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.

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.

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.

Best,