Welcome Koi Users to the Customer Support Portal
Environment
Welcome to the Palo Alto Networks Customer Support Portal (CSP). Moving forward, the Customer Support Portal (CSP) will serve as your primary hub for managing licenses, user management and opening support tickets. To help you get settled, we have compiled essential resources below. We highly recommend reviewing these links to familiarize yourself with managing your user access and learn how to interact with our support teams.
User & Access
Manage who can sign in, what they can do, and how they authenticate.
Support
For PANW Product related issues, please open a Technical Case.
Select "Admin Case" for non-technical Requests (Issues related to login, MFA, access etc).
FAQ
Why can’t I log in with my old Koi Support credentials anymore?
Answer: All support access has transitioned to the Palo Alto Networks Unified SSO. To maintain a secure and centralized experience, legacy Koi credentials have been retired.
I haven’t received my account activation email. What should I do?
Answer: In many cases, corporate email servers or high-security firewalls may flag the activation email as spam or quarantine it. Check your Spam/Junk folder. If you still cannot locate the email, please use the Login Help
How do I add a new team member to my account?
Answer: New users must register on the CSP. Once they register, the designated Super User will receive a notification to approve or deny the request. Only Super Users can manage users or change permissions. Admins can also manually add users via Members > Create New User.
Where did my Koi licenses go?
Answer: Go to Products > Assets. All migrated entitlements are available within this tab.
How will I open a support case after May 29?
Answer: Starting May 29, you will transition to using the Palo Alto Networks Customer Support Portal (CSP) for all case creation (Learn more about admin case and technical case).