How to Activate a Support Account from an Eval Account
55170
Created On 09/25/18 18:07 PM - Last Modified 07/19/24 13:52 PM
Symptom
How do I activate a Support Account from an eval?
Resolution
To activate a support account from an Eval, see Step 9 in the following article: How to Create Your Customer Support Portal User Account
Once you make a purchase, convert your Eval account to a production Support account by providing the serial number or auth code and Sales Order or Customer number on the company page. Go to Account Management > Account Details > Eval Account to complete this action.
If you purchased a PAYG license from Marketplace and you do not have any other asset with a PANW order, you will need to create a support case to convert your Support account from Eval to Customer account. Only after the conversion can you register your PAYG VM on CSP.
For a full list of other Support Portal User Documents, see: Customer Support Portal User Documents
Additional Information
If you try to convert the account but you get an error (The device code and sales order number provided could not be matched to an account), make sure that you add 00 in the beginning of the Sales Order Number.
If after adding 00 in the beginning of the Sales Order Number you are still getting the same error, open a support case.