Customer Service Tip: EA/ELA subcontracts not generated after moving devices from 'Decommissioned Units' to 'Product List'

Description

This article describes the steps to resolve the issue where EA subcontracts are not automatically generated after devices are moved from 'Decommissioned Units' to 'Product List'.

Scope

FortiCloud Portal.

Solution

For customers with an Enterprise Agreement (EA), an issue was identified where EA subcontracts were not automatically generated when devices were moved from 'Decommissioned Units' to 'Product List'. As a result, customers were required to contact Customer Service, and the entitlement had to be manually fulfilled by the backend team.

This issue was identified and fixed on May 21, 2026. However, devices that were moved from 'Decommissioned Units' to 'Product List' before the implementation of the fix may still experience the same issue.

As a workaround, move the affected devices back to 'Decommissioned Units' and then move them again to 'Product List'. The EA subcontract should be automatically generated within approximately 30 minutes to 1 hour.