Customer Service Note: How to change the master account ID (email address) used for product registration

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Description

This article explains how to change the email address associated with the master Account ID used for registration of products.

It is only possible to change the Account ID to a new email address which is not currently registered as an account on the Fortinet Support Portal.  If the new email address is already associated with an existing account it will be necessary to create a Customer Service ticket to request the change. 

Solution

It is possible to update the email address associated with an account ID directly on the Services & Support web portal at https://support.fortinet.com.

Simply log in using your existing master account ID and password.  If you do not have the password, and are unable to recover it by using the "Forgot Your Password?" option on the support.fortinet.com login page, please create a Customer Service ticket and ask for assistance.

1) Open your account profile by selecting the 'head and shoulders' icon (top right of screen).

2) Select 'Change Account ID (Email)'.

3) Enter your new Account ID (Email) and save.  If the message "New Account ID(Email) already exists." is displayed it means that the email address is already associated with an account on the Fortinet Support Portal.  In this case please create a Customer Service ticket and ask for the accounts to be merged into one.

4) If the email to be used as the new Account ID does not already have an Account on the Fortinet Support Portal then it is necessary to Register for one.  Simply take the Register option from the
Services & Support web portal at https://support.fortinet.com and follow the steps to register the new Account ID.

Note: If only the account name or main contact details are to be changed follow the steps 'Account Profile', 'Edit'.