Customer has not received the activation (Welcome) email more than 24 hours after SaaS product order was created.

Products

• Symantec ZTNA
• Cloud Secure Web Gateway - Cloud SWG
• CASB Audit
• CASB Gateway
• CASB Securlet SAAS With DLP-CDS

Issue/Introduction

Customer has not received the activation (Welcome) email more than 24 hours after SaaS product order was created. The actual subscription license appears in the Cloud Management Portal.
If the email is not received, it will be hard to maintain the product. 

Cause

It's possible that the customer provided an incorrect email address, or that the email is being dropped/blocked by the customer's security environment.

 

Resolution

Call to our technical support team with..

The email address that the customer provided when placing the order.
Product name
Serial Number
Another email address NOT belongs to your company's domain. 

Our team will investigate whether the Welcome email was sent. If the Welcome email was successfully sent but the customer has not received it, we will re-send the Welcome email to another email address.