How a Super User Creates a New Customer Support Portal User Account

A Super User on an account can create a new CSP (Customer Support Portal) user and add this user as a member to the account:

1. Log into the Customer Support Portal (https://support.paloaltonetworks.com).

Verify the Current Account is correct.  If not, click on the account selector drop down to select the correct account.  Enter the account name to search for an account, if you're a Super User in many accounts. 3.Click Members > Create New User menu.

4.Complete Create New User form. 


5. Click Submit.

6. CSP creates a new user account, and adds the user as a member on the account.  For help on user roles. see Support Portal User Role Matrix.

7.  An email notification (Subject: Welcome to Palo Alto Networks!) is sent to the new user with login credentials. 

• The new user account must be activated before the new user can use it. To activate or set the new user's password, please ask the new user to click on the activation link in the email or copy-paste it in your browser.
• Please note that an activation link is valid for 7 days. If an activation link expired, the new user can open an Admin case by using our Login Assistance Form. The Support Team will assist the new user and will resend out them an activation email.
• Please note that if the new user stopped the processing of the user account activation, the activation link cannot be reused to complete the activation later on. In such a scenario,  the new user can open an Admin case by using our Login Assistance Form. The Support Team will assist the new user and will resend out them an activation email.

 

IMPORTANT NOTE     When a new user is added to an account, it can take several minutes to synchronize the new user's account to all Palo Alto Networks systems.  For example, if the new user cannot open a support case immediately after the user's account is created, ask the user to wait several minutes.  The user will then be able to open the support case.

 

 

Account Registration Link 

A Super User can also generate a link that enables a new user to create a login for an account.

How to Use the Account Registration Link

 

See Also

For a list of other Support Portal user documents, please click here:

Customer Support Portal User Documents