We, Fortinet, provide free technical support to all our customers with valid product licenses.
In order for us to expedite your technical support request, be sure to have the following information ready when creating the support ticket:
Your FTC account ID, the serial number and version number of your FortiProducts (e.g., FortiAuthenticator, FortiGate), including FortiClient version if using FortiClient.
A detailed description of your problem, including relevant background information. If the issue is about login auth failure, be sure to provide your FTC username, token serial number, and the version of the FortiToken mobile app.
Debug log(s), error message, and/or screenshots, if available.
Your troubleshooting steps and the result.
Providing your Fortinet product serial number will help use expedite your service request. How you get your Fortinet product serial number depends on your license category, as discussed in the following paragraphs.
If you are using a time-based FTC license, follow the steps below to locate your Fortinet product serial number before creating a technical support ticket:
- Log into the FortiToken Cloud portal.
- On the left-side menu, select Licenses to open the Licenses page.
- Take note of the serial number for the contract which you are having trouble with.
If you are using a credit-based license, follow the steps below to get your serial number before creating a technical support ticket:
- Go to Services > Asset Management.
- Select Account Services.
Find and take note of your FAS service serial number.
If you have migrated your FTM tokens from FortiGate to FTC, take the following steps to get your serial number before creating a technical support ticket:
- Got to Services > Asset Management.
Click Products > Product List to get the serial number of your FortiGate.
- From the top of the FTC GUI, select Support>Create a Ticket.
- Select Technical Support Ticket, enter the serial number of your license, and click Submit Ticket.
The instructions above apply to paying customers with valid licenses only. If you are using a free trial version of FortiToken Cloud and have questions about contracts, licenses, and account management, please create a ‘Customer Service’ ticket instead.