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Symantec cannot find an account that is associated with my email

  • 1.  Symantec cannot find an account that is associated with my email

    Posted 04-27-2020 05:13 PM
    Ran through setting up the account, created 2FA, etc....

    but I cannot log in, I get:

    We are sorry...

    we can't find a company account that is associated with your email


  • 2.  RE: Symantec cannot find an account that is associated with my email

    Posted 04-27-2020 11:02 PM
    Hi Nate DeRose,

    May I know where are you trying to search for your account? If there is any website, please help us with the URL or more details to assist you further.




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    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
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  • 3.  RE: Symantec cannot find an account that is associated with my email

    Posted 04-29-2020 11:37 AM
    Ahh, well, according to the email I got last night, it actually shouldn't have been working yet anyway:

    Clarification on new Broadcom Logins and SEP SBE Login URLs
    On Apr 27, 2020, an email was sent from CustomerSupport-noreply@broadcom.com to all Symantec product customers. The email included the following link to use after activating your account.

    Symantec Security Cloud access portal: https://securitycloud.symantec.com/cc/landing

    For SEP SBE and PMC customers, you should continue to use the same console URLs that you have always used.

    SEP Small Business Edition Cloud Console (PROD): https://hostedendpoint.spn.com
    Partner Management Console (PMC): https://manage.symanteccloud.com

    As a reminder, SEP SBE and PMC will not switch over to using Okta until Apr 29, 2020 at 15:00 UTC. To subscribe to additional updates go to https://business-security.status.broadcom.com. We apologize for any confusion that may have been caused by the email.

    Sincerely,
    Symantec Customer Communications Team


  • 4.  RE: Symantec cannot find an account that is associated with my email

    Posted 04-30-2020 10:25 AM
    Aaand now I can no longer log in.

    Going to hostedendpoint.spn.com redirects me to the Broadcom login, which lets me login, and then the Symantec site says "The email address or password was not recognized.  Please re-enter your login information."



  • 5.  RE: Symantec cannot find an account that is associated with my email

    Posted 04-30-2020 11:16 AM
    Edited by Heena Tabassum 04-30-2020 11:20 AM
    Hi Nathan DeRose,

    I think you will have to activate your Broadcom Account. I would suggest you to use Account Self-Service Portal to get the activation link and create a Broadcom account by following the steps mentioned in the link below:
    https://knowledge.broadcom.com/external/article?articleId=189807

    If you are getting the same error, please try to login using the Symantec Single-Sign on (NSL) which is still available and let us know if you are getting the same error or a different error.

    Also, please use NSL login and try logging in to Broadcom login after the portal goes live.

    Product Link Product Time of Go-Live
    securitycloud.symantec.com All other Products Live
    (https://hostedendpoint.spn.com/default.aspx?ReturnUrl=%2f SBE 4/29/2020 8AM PST
    https://portal.threatpulse.com/login.jsp WSS 4/30 10pm PST

    Hope this helps! 


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    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
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  • 6.  RE: Symantec cannot find an account that is associated with my email

    Posted 04-30-2020 11:23 AM
    That's exactly what I've already done.

    I have an activated account and have submitted a support ticket that nobody is responding to.

    The error I'm getting is once I log in to hostedendpoint.spn.com using that new broadcom account.... it is successful and sends me a verification code, which I enter.


  • 7.  RE: Symantec cannot find an account that is associated with my email

    Posted 04-30-2020 11:25 AM



  • 8.  RE: Symantec cannot find an account that is associated with my email

    Posted 04-30-2020 11:39 AM

    OK, this is VERY weird.

    I can get into hostedendpoint.spn.com using my initial Broadcom account, using a gmail address, which I was told would no longer work.... but not with THIS account, using a domain email, which I was told would be the only account that would now work.

    However, I can't submit cases under the gmail account, so I'm kind of split into two different worlds here.




  • 9.  RE: Symantec cannot find an account that is associated with my email

    Posted 29 days ago
    Hi Nathan DeRose,

    Are you still facing this issue? If yes, could you please help me with your email addresses privately to check your account access?

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    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
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  • 10.  RE: Symantec cannot find an account that is associated with my email

    Posted 05-04-2020 01:22 PM
    Hello Nathan DeRose ! I would like to renew the current version 12 of symantec Endpoint Protection. what are the conduct to take into account?

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    Chef de service admin réseau et système
    Direction Générale du Trésor et de la comptabilité publique
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