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Fortinet customer service team receives unit/product registration requests from different sources. The requirement varies depending on who the requester is.
Here are some self-serve articles on the registration process:
If the request is from the Org admin/sub-user/IAM user of the account:
Create a customer service ticket with the following mandatory details.
- Make sure the email address is registered as a Master account at https://support.fortinet.com/welcome/#/
- Serial number/s of the unit.
- FortiCloud Key.
If the FortiCloud key is NOT available, share any one of the following proofs:
- Invoice copy with serial number on it.
- Packaging slip with the serial number displayed on it.
- Picture of the unit with serial number label or latest GUI snapshot.
In exceptional cases, customer service might ask for additional proof.
If the above details are not available, engage Fortinet Partner/Reseller/Account Manager.
If the request is from a registered Partner/Reseller/Distributor:
Create a customer service ticket from the Partner Portal account with the following mandatory details:
- End Customer Company name.
- Make sure the Org admin email address is registered as a Master account at https://support.fortinet.com/welcome/#/
- Serial number/s of the unit.
If the request is from a Fortinet Internal Employee:
Create a customer service ticket with the Fortinet Official email address with the following mandatory details:
- Make sure the Org admin email address is registered as a Master account at https://support.fortinet.com/welcome/#/
- Serial number/s of the unit.
The registration request will NOT be processed in the following cases:
- When sufficient proof/details are not shared.
- If the request is to register a Fortinet Internal Order unit under a customer/partner account.
- If the unit is purchased through an Unauthorized sale (example: eBay, Grey Market, Second hand/auction sale, Amazon, or any other e-commerce platform).
- If the unit is already registered under a different account and needs to be moved, it would be treated as a Unit Transfer Request. Refer to the article Prerequisites-for-Unit-Transfer-Request
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