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Fortinet customer service team receives unit/product transfer requests from different sources. The requirement varies depending on who the requester is.
Terms used by Customer Service:
Org A: current admin/current registered owner of the unit.
Org B: new admin/target account.
Proof of possession: latest GUI screenshot or picture of the unit displaying the serial number.
Proof of purchase: original invoice copy or latest renewal copy.
Mandatory requirement: to complete the registration transfer, the Fortinet customer service team needs written consent/approval from Org A and Org B.
Number of days taken to complete the request: The customer service team needs to make mandatory 3 email attempts and a phone call to Org A and Org B to obtain the customer’s approval hence the ticket would typically take 4 to 5 business days to resolve depending on the ticket scenario.
Scenario 1: If the request is from the current admin (Org A).
The self-serve feature is available for FOS 6.4.1 and higher.
The FortiCloud Account Title Transfer must be done by the Master Account Holder. The Master Account Holder will need the target FortiCloud account login and password. Follow the instructions in this document.
If the device is not eligible for Self-serve (or) the request is for BULK transfer, create a Customer Service ticket with the following mandatory details:
- List of serial numbers to be transferred.
- Email address of Org B (target account) >> Ensure that Org B is a registered Master account user with an active mailbox to respond to the approval email.
Scenario 2: If the request is from the target/new admin (Org B).
Create a customer service ticket with the following mandatory details, and emails will be sent to the current admin (Org A) for approval.
- Reason for the transfer.
- List of serial numbers to be transferred.
- Make sure Org B is a registered Master account user with an active mailbox.
- Attach a copy of proof of possession and proof of purchase.
Scenario 3: If the request is from a Partner account.
Create a customer service ticket with the following mandatory details and the ticket should be created from the Partner Portal account and NOT the FortiCloud Portal. Customer Service will reach out to both parties for approval.
- Reason for the transfer.
- List of serial numbers to be transferred.
- Email address of Org B (target account) >> Ensure that Org B is a registered Master account user with an active mailbox to respond to the approval email.
- Attach a copy of proof of possession.
Scenario 4: If the request is from a Fortinet Internal Employee.
Create a ticket using Fortinet's official email address with the following details. Customer Service will reach out to both parties for approval and proof.
- Reason for the transfer.
- List of serial numbers to be transferred.
- Email address of Org B (target account) >> Ensure that Org B is a registered Master account user with an active mailbox to respond to the approval email.
Scenario 5: Request from Third Party (Not from Org A or Org B or Partner).
Create a ticket with the following mandatory details, and emails with be sent from Fortinet to both admins requesting approval.
- Reason for the transfer.
- List of serial numbers to be transferred.
- Email address of Org B (target account) >> Ensure that Org B is a registered Master account user with an active mailbox to respond to the approval email.
- Attach a copy of proof of possession and proof of purchase.
Scenario 6: Request from IAM User with ‘Super Admin’ access.
If the requester is an IAM user with super admin access under the current admin (Org A), Customer Service would need ONLY approval from the Target account (Org B) to complete the registration transfer.
The process may vary for any other scenarios that are not mentioned above.
The transfer requests will be DENIED in the following cases:
- If the unit is purchased through unauthorized sales (for example eBay, Grey Market, Second hand/auction sale, or any other e-commerce platform).
- Sale/Purchase of recycled Fortinet Hardware.
- When Org A (current admin) denies the transfer.
- When there is no approval from Org B (target account).
- When the requester couldn’t submit sufficient proof.
- When the request is to transfer an Evaluation Unit or Fortinet Internal Order unit.
- Generic to Generic account transfers. (Gmail, Hotmail, Yahoo, Outlook, etc).
In case of a company merger or acquisition, make sure to attach an official statement on a letterhead with the stamp.
Important Note:
If the unit needs to be transferred ONLY in the Product Cloud portal and NOT in the FortiCloud (support) Portal, mention it precisely in the initial request. Since the customer service team needs to collaborate with the respective cloud team, the response time may vary
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