Troubleshooting Tip: How to fix the 'Failed to sync user to FortiToken Cloud' error

Run the following debug commands to identify the specific error.

diagnose debug application authentication 25

diagnose debug enable

Go to Administrator -> User profile -> FortiToken Cloud -> Email -> Assigned Email -> 'OK'.

Several errors will be found in the debug logs:

* Request completely sent off
< HTTP/1.1 402 PAYMENT REQUIRED
< Server: nginx
< Date: Fri, 06 Feb 2026 03:07:55 GMT
< Content-Type: application/json
< Content-Length: 98
< Connection: close
<
* shutting down connection #0
ftc_curl got 98 bytes: "No valid FTC subscription was found. Please enable your free trial or register your FTC license." ( #diagnose fortitoken-cloud trial command to used trial FortiToken Cloud )
ftc_curl err: HTTP response code said error

<truncated

* upload completely sent off: 161 bytes
< HTTP/1.1 403 FORBIDDEN
< Server: nginx
< Date: Fri, 06 Feb 2026 05:26:05 GMT
< Content-Type: application/json
< Content-Length: 199
< Connection: close
<
* shutting down connection #0
ftc_curl got 199 bytes: "Error ID: 89bbe92c-5742-4d54-b705-513b186a1974, The customer 1640814 has run out of resource users quota,
total: 3, used: 3, please verify your account's license status at https://fic.fortinet.com."
ftc_curl err: HTTP response code said error

Run the following CLI command to check FortiToken Cloud status:

FAZVM64-VIO-CLOUD # diagnose fortitoken-cloud status
Status: Licensed
Customer ID: 1640814
Expiry Date: 2027-01-09
Balance: 0.000 users
Users: 3 / 3

  <truncated>

< HTTP/1.1 402 PAYMENT REQUIRED <----- The HTTP 402 'Payment Required' error from Fortinet indicates the account has been disabled due to billing or subscription issues.
< Server: nginx
< Date: Fri, 06 Feb 2026 04:54:18 GMT
< Content-Type: application/json
< Content-Length: 133
< Connection: close
<
* Closing connection
* TLSv1.2 (IN), TLS alert, close notify (256):
* TLSv1.2 (OUT), TLS alert, close notify (256):
ftc_curl got 133 bytes: "Your account has been disabled. Please contact your Fortinet sales representative for information on how to re-enable your account."
ftc_curl err: HTTP response code said error

The error relates to the billing point of a FortiToken Cloud Subscription. If a billing issue occurs, reach out to a Fortinet Sales Representative for further action.