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).
2. 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. Once the new member has been added, go to Members > Manage Members to view the new member.
8. The new member role will default based on the current Account setting.  To view Account Settings, go to Account Management > Account Details > New Member Roles.

9. An email notification (Subject: Welcome to Palo Alto Networks!) is sent to the new user with login credentials. 
10. To change the member role, Use article How to Manage Users in Your Account, under the section Edit An Account Member.

Note:

• 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.