How to Create Your Customer Support Portal User Account

How to Create Your Customer Support Portal User Account

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Created On 09/25/18 18:07 PM - Last Modified 07/03/23 09:52 AM


Symptom


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

Environment


Customer Support Portal

Resolution


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 https://support.paloaltonetworks.com 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 sales motions, provide the 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) .
Note: You cannot use Cortex XDR serial number to self-register to Customer Support Portal. Contact Support if you would like to self-register to activate Cortex XDR. 


1.png

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.

If the Customer Support Account you are self-registering to already has a Super User, the Super User has to accept your application. Your CSP membership will stay in Pending status until the Super User accepts it. 

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 (https://support.paloaltonetworks.com).

 

Step 8

You will be taken to the account home tab.

Image 2023. 03. 17. at 13.55.jpg 

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 or Customer 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. 

How to create your CSP user account from Common Services: Identity Access?
The Common Services: Access and Identity enables you to add user access to the platform as well as to the Prisma Access or Prisma SD-WAN tenants you created. 
A CSP account is only necessary for users who need to perform onboarding tasks. Other users can be invited to use Palo Alto Networks SSO without CSP accounts.
When you add a user to the tenant on Prisma SASE, the platform attempts to verify that the email address you entered is registered with a Palo Alto Networks Customer Support Account.
If the email address you entered is not yet registered on CSP, you are prompted to Send Invite to invite the user to register.


 

 
 


Additional Information


See also
Customer Support Portal User Documents
Add User Access Through Common Services
Activate Cortex XDR
Register Users in the Customer Support Portal
How to Manage Users in Your Account  


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