Unable to log into Customer Support portal
22381
Created On 05/25/23 14:32 PM - Last Modified 10/02/24 23:04 PM
Question
Unable to log in to Customer Support portal
Environment
CSP
Answer
If you have login issues to the Customer Support Portal, try the following steps before contacting Support.
- Delete cache for All time or try from Incognito mode.
- Change browser. The recommended browsers are Chrome and Firefox.
- Do not use a bookmarked page, type in support.paloaltonetworks.com.
- Check with an account Super user if you have an expiration date set on your user login, and have the expiration date removed from your user profile if applicable.
- Check with an account Super user what the Activation date is on your user login. CSP servers are maintained in PST timezone. If you try to login on the Activation Date but you are located in a different timezone than PST, you may face an Unexpected error. The super user can set your Activation date a day before the current date.
- Check with an account Super user if your user profile is on a Pending status. A super user can accept your membership .
- Check https://status.paloaltonetworks.com/ if we have an outage. If so, we are already working on it, try again later.
IMPORTANT: For security reasons, the Customer Service Team accepts cases related to users' s login, for example, but not limited to:
- password reset or
- generation of one time password (in case you have issues with receiving emails from PANW)
ONLY from the affected user directly.
We will not accept nor process password issues if a case has been opened by a (super)user on behalf of other users, even if both are the members of the same account.
Additional Information
How to reset your Password for the Customer Support Portal
https://status.paloaltonetworks.com/
How does a Super User manage Pending Membership Requests on the Customer Support Portal?
How to remove Expiration Date from user profile in Customer Support Portal
Our supported browsers and minimum versions are below:
Chrome >= 110
Edge >= 110
Safari >= 16.0
Firefox >= 115