> Source: [sk183621](https://support.checkpoint.com/results/sk/sk183621)

# sk183621 - Check Point Salesforce Troubleshooting for ERM Customers

| Property | Value |
|----------|-------|
| Solution ID | sk183621 |
| Date Created | 2025-07-03 |
| Last Modified | 2025-10-05 |
| Technical Level | General |
| Products | External Risk Management |
| Versions | Cloud |

## Symptoms

- * You cannot access the Check Point User Center Portal.
* You cannot register or login to the Check Point User Center.
* You cannot open a Technical Support cases/ SR request

## Cause

Missing User Center account.

## Solution

This SK outlines the steps to follow, if you are unable to log in to Check Point Salesforce or cannot open a technical support case. For additional assistance, contact [Alon Luria](mailto:alonlu@checkpoint.com).  

Unable to Log In to the Check Point User Center?
------------------------------------------------

**If you are getting a login error:**   

1. Register as a Guest on the [Check Point User Portal](https://support.checkpoint.com/).
2. After registering, open a non-technical case to Account Services and clearly describe your issue.  
   For example, if you're unable to log in after registering or unable to complete the registration process.

To contact Account Services directly, use the numbers listed on the [Check Point Contact Us](https://www.checkpoint.com/about-us/contact-us/) page.  

How to Create a New User in Check Point User Portal
---------------------------------------------------

**To create a new user in Check Point User Portal:**   

1. Access the[Check Point User Portal](https://support.checkpoint.com/).
2. Click **Sign In** at the top right corner.  
   ![](https://sc1.checkpoint.com/sc/SolutionsStatics/NEW_SK_NOID1751480780299/Screenshot 2025-06-29 151708202507022116411.png)
3. In the **Sign In** window page that appears, click **Sign up** .  
   ![](https://sc1.checkpoint.com/sc/SolutionsStatics/NEW_SK_NOID1751480780299/Screenshot 2025-06-29 151647202507022117142.png)   
   The **Create Your Account** up page appears.
4. In the **Email address** field, enter the required email address and click **Get Started**.
5. In the **Password** field, enter your password and click **Continue** .  
   The system will send a verification email to the registered email address.
6. Verify your email address by clicking the link in the email.
7. After verifying your email, return to the Check Point User Portal.
8. In the **Help us get to know you** page that appears, fill in the required information, accept the consent checkboxes and click **Submit** .  
   ![](https://sc1.checkpoint.com/sc/SolutionsStatics/NEW_SK_NOID1751480780299/Screenshot 2025-06-29 151334202507022117473.png)
9. In **The** **Support Team is Here to Help** page that appears, you can fill the required details and submit a non-technical case to Account Services.   

   ![](https://sc1.checkpoint.com/sc/SolutionsStatics/NEW_SK_NOID1751480780299/Screenshot 2025-06-29 151540202507022118074.png)  
   After receiving approval from the ERM support team, Account Services will add the user to the relevant User Center Admin role.

Cannot Open a Technical Case Due to Missing User Center Account?
----------------------------------------------------------------

If you can log in to the Check Point User Portal but cannot open a technical case due to a missing User Center account:  

* Submit a non-technical case to Account Services with the ERM environment URL and Tenant ID, and ask them to add the relevant User Center account.
* Account Services will verify the request with the ERM support team and, upon approval, the user will be added to the required account.

Unable to Open a Technical Cloud Case?
--------------------------------------

If you are trying to open a technical cloud case but you can open only non-technical case:  

* Submit a non-technical case to Account Services to investigate the issue.

Requesting to Change the Salesforce Admin User
----------------------------------------------

**To replace the current Salesforce admin with another existing user:**   

* Open a non-technical case to Account Services and ask them to change the admin user.
* Account Services will verify the request with the ERM support team and, upon approval, the admin change will be processed.

---

# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

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