> Source: [sk182396](https://support.checkpoint.com/results/sk/sk182396) # sk182396 - Non-Technical Service Requests with Account Services | Property | Value | |----------|-------| | Solution ID | sk182396 | | Date Created | 2024-06-24 | | Last Modified | 2026-04-13 | | Technical Level | General | | Products | User Center | | Versions | Not Version-Specific | ## Solution Account Services is a post-sale, non-technical support team. TAC does not handle these non-technical issues. Account Services is a 24x5 call center and is not available on Saturdays ?Dallas, USA CST - Monday to Friday (08.00 to 21.00) ?Israel Jerusalem -- Sunday to Thursday (8:00-16:00) ?INDIA IST Monday to Friday(10.00 to 22.00) When you open a [Service Request (SR) with Account Services,](https://support.checkpoint.com/results/sk/sk31559) please provide the information below to help us resolve your request quickly. **Note** : Make sure to provide a description of troubleshooting you have done. **Show the Entire Article** ### **Security Gateway License Issues** Show / Hide this section * A screenshot of the error/warning * The full output of the "`cplic print -x`" command in `.txt` format * The full output of the "`cpstat os`" command in `.txt` format * The Security Gateway IP * The IP of the Management Server that manages the Security Gateway ### **Multi-Domain Sever/Domain Management Server License Issues** Show / Hide this section * A screenshot of the error message * From the Multi-Domain Server level: * The full output of the "`cplic print -x`" command in `.txt` format * The full output of the "`cpstat os`" command in `.txt` format * The full output of the "`mdsstat`" command in `.txt` format * From the Domain Management Server level: * The full output of the "`cplic print -x -D`" command in .`txt` format ### **Management/SmartEvent License Issues** Show / Hide this section * The full output of the "`cplic print -x`" command in .`txt `format * The full output of the "`cpstat os`" command in .`txt` format * The IP of the Management/SmartEvent ### **Endpoint License Issues (from the Management and Endpoint Server)** Show / Hide this section * The full output of the "`cplic print -x`" command in `.txt` format * The full output of the "`cpstat os`" command in `.txt` format * The IP of the Management Server * The IP of the Endpoint Server ### **Client-to-Site VPN License Issues** Show / Hide this section * A screenshot of the error message from the VPN client * A screenshot of the information in the **Licenses \& Contracts** tab in SmartUpdate * Run "`cplic print -x`" from a command line on all affected machines and send the generated information * Run "`cpstat os"` from a command line on all affected machines and send the generated information ### **Maestro License Issues** Show / Hide this section * Run "`cplic print -x`" from a command line on each appliance in the Security Group and send the generated information * Run "`cpstat os`" from a command line on each appliance in the Security Group and send the generated information ### **Quantum Spark License Issues** Show / Hide this section * A screenshot of the SmartUpdate **Licenses \& Contracts** tab showing all the object IP addresses (if Centrally Managed) * Run "`cplic print -x`" from a command line on all affected machines and send the generated information * Run "`cpstat os`" from a command line on all affected machines and send the generated information * A screenshot of the **License** page in the device's WebUI * Run the "`Expert@Hostname#fw_printenv hw_mac_addr`" command in the Expert mode and provide the output ### **vSEC License Issues** Show / Hide this section * Run "`cplic print -x`" from a command line on all Security Gateways using the vSEC license and the Management Server and send the generated information * If there is an error on the vsec_lic_cli tool, provide the path and section where the error occurs * Run "`cphaprob stat`" from a command line on each appliance in the Security Group and send the generated information ### **UserCenter Issues** Show / Hide this section * Account ID number (even if you have opened the SR with the correct account) * A list of the users' email addresses that experience the issue, and/or a list of the product certificate keys, Support IDs (SIDs), MAC addresses (do not add the SKU if it is not directly applicable to the issue) * Sales order or Purchase order number if applicable * A detailed description of the error ### **Infinity Portal License or Log-in Issues** Show / Hide this section * User's email address * Infinity Portal Account ID and Name * UserCenter ID * If applicable, the product SID and/or certificate key
Please note the below requests that will automatically be downgraded from High Priority as Admin requests or request that an Admin has direct access to resolve is not considered a High Priority: * Requests for documentation including * Product Move History * List of product in UC * ect. * Any Requests for extension * Support * services * IGS * Move Requests * Product * Certification --- # Agent Instructions This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products. ## Navigating This Knowledge Base - **Complete index**: [llms.txt](https://support.checkpoint.com/llms.txt) - **All SK articles**: [SecureKnowledge Sitemap](https://support.checkpoint.com/sitemaps/secureknowledge-sitemap-index.xml) - **SK article URL pattern**: `https://support.checkpoint.com/results/sk/{skId}` - **Markdown responses**: AI bot User-Agents automatically receive `text/markdown` content