Technical Tip: FortiToken Cloud is not showing the correct number of users, is prompting for a free trial, or is saying there is no license even when the account has entitlement
| Description | This article describes how to resolve an issue where FortiToken Cloud prompts for a trial or says the license is invalid even when the account has entitlement. |
| Scope | FortiGate, FortiToken Cloud. |
| Solution | When trying to assign a FortiToken Cloud to a user, it may be seen that there is no entitlement or it may ask to start a trial, even though other FortiGates on the same FortiCloud account can use FortiToken Cloud successfully. In some cases, FortiToken Cloud may see the FortiGate on a previous FortiCloud account if it was in use before it was transferred.
It is possible to run the following command to see which FortiCloud account is detected:
   If it is different, navigate to Services -> FortiToken Cloud, once inside the portal, navigate to Devices -> Ownership.It will be possible to see that for the device in question, the 'Ownership Status' will be 'inconsistent'.
  
Run the following command to pull the latest information from the cloud.
execute update-now
Wait for a few minutes.
Go back to the FortiGate and run 'diagnose fortitoken-cloud show service':
The correct 'Customer ID' is showing now, when trying to apply a FortiToken to a user, the correct info is seen.
Note: FortiToken Cloud is rebranded as FortiIdentity Cloud. The portal URL for both North America and Europe will continue to work and will automatically redirect to the new URL. The following are the new portal URLs:
Related articles about the new FortiIdentity Cloud platform: From FortiToken Cloud to FortiIdentity Cloud: Expanding the Future of Identity Security Launching FortiIdentity Cloud | FortiIdentity Cloud Admin Guide |