Troubleshooting Tip: How to change the FortiCloud account in FortiGate when the password for the old account has been lost

Description

This article describes how to change a FortiCloud account in FortiGate when the password for the old account has been lost.

Scope

FortiGate.

Solution

For example, the FortiGate is currently registered with a FortiCloud account user@account1.com and should be transferred to the user@account2.com. Since the password for the account user@account1.com has been lost, it is not possible to perform a transfer from the GUI with the following option:

From FortiCloud, the FortiGate has been transferred to the account user@account2.com, but in FortiGate, it is still shown as being registered to the FortiCloud account user@account1.com:

The solution in this case is to download the license file from 'support.fortinet.com' and to upload it to FortiGate, as shown in Technical Tip: Procedure to apply FortiGate firewall license to offline units.

For HA clusters, the license file or the CLI method described above must be applied to each unit individually, as the FortiCloud/FortiCare identity isn't synced automatically like config is: Technical Tip: Additional Info regarding Single FortiGuard license for FortiGate A-P HA cluster feature

CLI method for the logging in to FortiCloud account specifically:

execute fortiguard-log login <email> <password> <region>