How to Create Your Customer Support Portal User Account

How to Create Your Customer Support Portal User Account

Created On 09/25/18 18:07 PM - Last Modified 06/23/22 17:58 PM

I need support, but I am having trouble creating an account or registering my device in the Customer Support Portal.


Create a New Account in the Customer Support Portal

In order to create a Customer Support Portal user account, please perform the following steps:
NOTE: The instructions below are for self-login creation. Your account super user may also create your login (see "How to use the account registration link").

Step 1

Go to and click the "Create my account" button.

User-added image


Step 2

Enter your email address and respond to the captcha.

User-added image


Step 3

Select one of two options for Device Registration:

  • Register device using Serial Number or Authorization Code
  • Register usage-based VM-Series models purchased from public cloud Marketplace or Cloud Security Service Provider (CSSP)

Screenshot of Create a New Support Account Device Registration

If you choose "Register device using Serial Number or Authorization Code," skip to Step 4

If you choose "Register usage-based VM-Series models (hourly/annual) purchased from public cloud Marketplace or Cloud Security Service Provider (CSSP)," select the Cloud Marketplace from the following choices:

  • Amazon Web Services (AWS)
  • Microsoft Azure
  • CSSP (Cloud Security Service Provider)
  • SAAS
  • Google Cloud Plaform

screenshot of select a cloud marketplace


Step 4

Complete the New User Registration form.

4.1) Display Name must be unique.

NOTE: Your display name is used to uniquely identify yourself in the Palo Alto Networks Support Community site. It is searchable and viewable by public search engines. For your privacy, please do not use your email address or full name as the display name.

4.2) For purchased assets, provide the following:

4.2.1) For physical or virtualized firewalls purchased through the normal process, please provide Device Serial Number, Auth Code, or Parent Order Number and Sales Order Number or Customer ID.   This information is used to verify your access to the correct Support Portal account.   
Once the registration form is submitted, a request for access will be generated to the account Super User.  You'll receive an email notifying you that the access has been granted and will have the option to create a password and set up MFA (Multi-Factor Authentication) .


4.2.2) For VM-Series firewalls purchased directly from AWS, Azure, or Google Cloud Platform Marketplaces (PAYG), you will need the Serial Number, the CPU ID and (optional) the UUID of the device being registered. 

Screenshot of section for registering user-based VM-Series models

NOTE: This information can be found on the VM-Series web interface dashboard.

(Below is an example of the General Info screen from the dashboard for a Microsoft Azure VM-Series.)

Screenshot of General Info from dashboard for Microsoft Azure

4.3) For evaluation assets, enter a Serial Number or Auth Code and Eval-ID. This data can be found in the Eval email.

Screenshot of section for Serial Number or Auth Code on form

4.4) Please accept The End User Agreement to create the user account.

4.5) Click the Submit button.


Step 5

You will receive an email that contains a link to activate your user account. The account Super Users will receive notification of your new account.


Step 6

Click the activation link.


Step 7

Login to the Customer Support Portal (


Step 8

You will be taken to the account home tab.


Step 9

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 number on the company page.  To do this, go to Account Management > Account Details to complete this action.

User-added image

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. 

How to create your CSP user account from XSOAR console?
New users can register directly through the App. Both the user and super-user need to approve the registration.
The new user gets a welcome email with activation and password setup link, the super user gets an email to accept or reject the new user. 
See also: Register Users in the Customer Support Portal

For additional information see:

Customer Support Portal User Documents


Additional Information


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