Unable to create a support account

[Vincent.Cai]

I want to register one new PA-220 firewall.  I need to create one Palo Alto support account, however, I failed to create it.

1. I input my email address

2. All contact information

3. Serial Number of the PA-220 firewall

4. Order Number.  I purchased it on eBay, I input the Order Number on the Invoice from the seller.

After I submitted the application, the web page simply says encountered error and please contact support.

I called Palo Alto support, to my surprise, Palo Also support told me I have to open a support case.  However, before I have a support account, I can NOT open a support case at all. It is a dead lock.  Very frustrated.

Can anyone shed some light on similar case?

Thanks

[TomYoung]

Hello @Vincent.Cai ,

Here is the form to request login assistance to the CSP.  https://www.paloaltonetworks.com/services/support/login-assistance

Since you purchased the NGFW on eBay, it most likely is secondary market -> https://www.paloaltonetworks.com/services/support/support-policies/secondary-market-policy.  Once you fill out the form above, hopefully they can guide you down the right path.

Thanks,

Tom

[lucasmariano]

Hello @Vincent.Cai, in addition to the good tips my friend @TomYoung gave, I have another observation. I had tried to create a while ago with my non-corporate email and failed. I can only do it when I created the account with the company's email domain. Example vincent@companydomainname.com.