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

[johnathan]

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: diag fortitoken-cloud show service Compare this to the FortiCloud ID which is seen when signed into support.fortinet.com:   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'.   Select the three dots, and select 'Delete'. Go back to the FortiGate and run 'diag 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.