Error message" Serial number doesn't belong to this support account"
31784
Created On 05/17/19 11:30 AM - Last Modified 09/16/25 14:15 PM
Objective
Error message "Serial number does not belong to this support account" when retrieving licenses or checking software updates
Environment
1. Device transferred from account to account
2. No licensing API enabled
3. Mismatch between API key on firewall and in support account
Procedure
1. Use CLI > request license api-key show. Capture output.
2. Log in to your Support portal> ASSETS > API Key management. Copy the key.
3. A. If mismatch between both keys
CLI > request license api-key delete (delete the installed key)
CLI > request license api-key set key (paste the key from support portal)
B. If no API key installed on firewall and/ or no API key enabled on Support portal:
* Support portal > ASSETS> API Key management >Enable
* Copy the key
* CLI > request license api-key set key (paste the key from support portal)
Additional Information
How to manage licensing API:
https://docs.paloaltonetworks.com/vm-series/11-0/vm-series-deployment/license-the-vm-series-firewall/vm-series-models/licensing-api/manage-the-licensing-api-key