Palo Alto Networks Knowledgebase: How to Create Your Customer Support Portal User Account

How to Create Your Customer Support Portal User Account

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Created On 04/02/19 18:58 PM - Last Updated 04/02/19 19:04 PM
VM Information Sources Customer Support Portal Cloud Services
Symptom
I need support, but I am having trouble creating an account or registering my device in the 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.

 

Step 1

Go to https://support.paloaltonetworks.com and click the "Activate My Account" button.

Screenshot of Customer Support Portal Activate my Account button

 

Step 2

Enter your email address and Captcha Code.

Screenshot of Create a New Support Account Email

 

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.a) 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.b) For purchased assets, provide the following:

4.b.1) For physical or virtualized firewalls purchased through the normal process, please provide Device Serial Number or Auth Code and Sales Order Number or Customer ID.
NOTE: The information is used to add you to the correct Customer Support Portal Account.

Screenshot New User Registration form

4.b.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.c) 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.d) Please accept The End User Agreement to create the user account.
4.e) 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 (https://support.paloaltonetworks.com).

 

Step 8

Answer the two security questions.

 

Step 9

You will be taken to the account home tab.

 

Step 10

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.

User-added image


For additional information see:

Customer Support Portal User Documents



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