Palo Alto Network Firewall asset is not visible on Customer Support Portal

[Aristooo]

Hi. Our Palo Alto NGFW asset is not visible on Assets section on Customer Support Portal. But our another Palo Alto product is visible. There is no information about the firewall asset at all

[reaper]

have you registered it?

[Aristooo]

This text appears when I enter the serial number: This serial number is already registered. 
But this asset doesn't appear in the assets list

[reaper · Accepted solution]

could it have been registered by your reseller/support partner?

you'll want to reach out to TAC to figure out where it is registered so you can move it to the right account

[YEmreSeven]

If it is spare device, you may check under Products > Spares tab. Spare devices are not shows under Assets.