Issue:
Reseller partner has sold a subscription to a customer. However, when the reseller partner check in the Elements Security Center, they are unable to see / view the customer company or the subscription key / code under the reseller partner's solution provider/service partner account.
Resolution:
Make sure that you have logged in to the correct Elements user with the solution provider/service partner rights. If anyone else in your company has an Elements user too, they can verify Elements user access level on the Management > Organization settings > Endpoint Protection Accounts page in the Endpoint Security Center. If you are the only Elements user, you may contact your WithSecure sales contact for assistance.
If you have logged in using the correct Elements user but are unable to see the customer company in the scope drop-down menu on your account, make sure that you have sold the Endpoint Protection product as Partner Managed and not Company Managed. If the product has been sold as Company Managed, neither the customer company nor the subscription will be shown in the reseller partner's account.
There is also a risk that something has gone wrong with the order itself. If the order provisioning fails it will be left pending a manual correction. These are done regularly and if this occurs, your order should become visible at the latest within the next business day (unless further information is required from you in which case you would be contacted).
If you have accidentally purchased a Company Managed asset, and want to change it to be Partner Managed, or if you want to verify the state of your order, contact our Order Services team or your WithSecure Sales contact.
If you are unable to reach your WithSecure Sales contact, contact WithSecure Customer Care: https://www.withsecure.com/en/support/contact-support/email-support
Note: If customer has only Business Suite products, such as Client Security or Server Security, these products are not part of the Elements portfolio and therefore do not use the Elements Security Center.
Article no: 000005981