How to Manage Users in Your Account

How to Manage Users in Your Account

Created On 09/25/18 18:07 PM - Last Modified 11/23/23 00:43 AM


If you are an Account Super User, you can manage all aspects of the account including creating new users, adding and removing existing users, expire a user's membership, and approve new users. You also have an option to export the user list to a CSV (Comma Separated Value) file.

Create a New User 

Users may self register into an account or the Super User may add them.

  • To create a new user, please see instructions here: How to Create a Support User Account for Another User 
  • An email notification is sent to the new user with login credentials.
  • An email will also be sent to the account's Super User(s), listing them in the email's BCC field, advising them a new user has been added to the account.  New users must be approved by a Super User, before the new user is allowed access to the CSP account.

Super User Authorization to Add New Users

Support Portal accounts require Super User approval when adding new members to an account.  See Account Management > Account Details, tab User Access, section Super User Approval.  Note the Requires Super User Approval flag is enabled and read-only.

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Approve Pending Users

When a new user is added to a CSP account, a Super User must approve the pending user's membership in a CSP account.  To approve a pending user, a Super User should navigate to Members > Manage Users page.

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If one or more users are pending, CSP displays message 'There is n membership(s) pending review".  Click link Review Pending Memberships. CSP displays Pending Members page.

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To approve a new user, click Accept button.  To reject a new user, click Reject button.

Add User to Account

Follow steps below to add a user to an account.

  • The user must already have a CSP user account.
  • You will need the user's email address.
  • Select the correct account to add the user to.   Use the account switcher if you need to select a different account.
  • Click Members > Manage Users.
  • Click Add User to Account button.
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  1. Enter the user's email address and select an expiration date for the login if appropriate as well as the necessary roles for the user.  Click Add User to Account to submit.
  1. User-added image
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. 


Edit an Account Member

  •  Select the correct account .   Use the account switcher if you need to select a different account.
  • Click Members > Manage Users.
  • In the Manage Users screen you will see all of the members on the currently selected account. You can search for a specific member by first or last name or email address. You can use the sort options at the top of each row to display filtered user data.  The three dots on the right hand side allow you to Edit User  or Delete User.  If you choose  Delete User, the user will be removed only from your account.  They will remain active in other accounts in which they are members. 
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You can modify the users roles, activation date and expiration date.  (Standard User is the recommended default role) and description.  For user role definitions see Support Portal User Role Matrix                                                                                                                                                                                                      
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  • Click Update User to submit changes. 

 ​​​​​Two Factor Authentication    
2 Factor Authentication cannot be managed via CSP.  Please see this document for information regarding mandatory Multi Factor Authentication  Two Factor Authentication for Customer Support Portal .   2FA methods can be configured on


Export to CSV

  • To export the list of account users to a CSV (comma separated value) file, click on Export to CSV button. 
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  • You will be prompted to save the MembershipReport<date>.csv file, or it may download automatically (depending on browser).

See Also

For a full list of other Support Portal User Documents, please click here:

Customer Support Portal User Documents



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