Customer Service Tip: Handling the error related to the disconnection of the master account from the Partner Portal

Description

This article outlines the steps to resolve the error message 'You are not authorized to access this service'.

Scope

FortiCloud Portal, Partner Portal.

Solution

An issue has been identified where a Master account may become disconnected from the associated Partner Portal account. When attempting to reconnect the account, the following error message may appear:

You are not authorized to access this service.

The issue has been confirmed as a UI limitation that occurs when both the Master account and the Partner account are associated with the same email address. A fix is currently being implemented.

Until a permanent resolution is implemented, the following workarounds can be used:

Option 1 (recommended):

1. Log in to the FortiCloud Master account.

2. Access the IAM portal.

3. Delete the existing Partner role user.

4. Recreate the Partner role user.

During user creation, select 'Yes' on the same page to ensure the Partner role is correctly linked to the Partner account.

Option 2:

1. Log in to the FortiCloud Master account.

2. Access the IAM portal and generate an invitation token for the existing Partner Role.

3. Log in using the Partner account.

4. From the top-right menu, select Partner Account.

5. Navigate to the Connected Account page and accept the invitation token.

6. Return to the IAM portal on the Master account and approve the token request.

The following notification may also be received when the disconnection occurs:

Your account has been disconnected from the XXXXXXXX. If this change is not recognized, contact Fortinet Customer Services and Support at cs@fortinet.com.