Merging Support Accounts

How to handle Support Account merger request?

You may want to merge Customer Support Accounts for easier asset management and to keep all licenses, members, cases in the same account. Contact Support to submit an account merger request. 

Account merger requests have to be approved internally by Palo Alto Networks.
If your merger request is denied, you will be informed about it by Support. 
If your merger request is approved, depending on the type of assets you keep in the accounts, complete the following steps yourself then Palo Alto Networks' operations teams will finish the procedure. 

1. Add members from the source to target CSP and assign them the cloud roles on Hub and XDR Gateway in the target account if applicable (you may be able to assign cloud roles only after the license is moved to the target CSP). 
Cloud roles are not migrated automatically when the accounts are merged. Due to security reasons, only account super users and account admins can assign roles. 

2. Transfer devices from source to target CSP. You will not be able to transfer cloud licenses with tenants.

Note: the transfer of Prisma Access entitlement is not supported by our system. This means that the account merger is not possible if there is a Prisma Access license in the source account. If the Prisma Access entitlement is associated with a Panorama and / or a CDL license, transferring those licenses is not possible either because it would break the product functionality.