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Customer not listed on FortiCloud account

Customer not listed on the FortiCloud account


A mandatory requirement for CS to create a TAC ticket is that you are listed on the account as an auth user and can verify the account information.   CS will always verify email address, phone number and product entitlement on the account.   In addition, users who are not authorized will be unable to see ticket updates or respond via email.



 The following information will assist Customer Service with completing your request.



  1. Are you a Fortinet partner?

If yes, please provide your partner email and phone number and inform the Customer Service Representative (CSR) that you would like to open a partner ticket.

If no, go to next step.


  1. Can the CSR call the organizational administrator on your behalf and explain  how to add you to the account?  Customer service will use the admin information on file. Once you are added we can open the case for you.


  1. If the above options do not work for you, you will need to have the organizational administrator add you to the account and call back to Fortinet Customer Service.  Once you are added to the account you can chose to open the ticket through the support portal or contact Customer Service to open it for you.


To open a ticket with Fortinet Technical Support, you can follow these steps:

  1. Go to the Fortinet Support Portal website at
  2. Log in to your account using your credentials.
  3. Once logged in, select "View Products" and choose the Fortinet product for which you are opening the support case.
  4. Under the support entitlement details for the product, you will find a section called "Create Support Ticket".
  5. In the "Create Support Ticket" section, provide a detailed description of the reason for the support case in English.
  6. If applicable, include any relevant configuration files, network topology descriptions, or versions of software involved in your support case.
  7. Click on the "Submit" button to create the support ticket.
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