Description
This article describes several trade-up scenarios for different categories of products. Follow the instructions under the applicable category.
Scope
All Fortinet products.
Solution
Scenario 1: Trade up with the transfer of services.
If the Fortinet trade-up matrix was followed and a compatible hardware stand-alone unit (not a hardware bundle) was purchased, it is possible to perform the Trade-up transfer of services in the FortiCloud portal. This will help with transferring all of the licenses, contracts, and services from the old unit to the new unit. Note that the old unit will be de-registered from the associated FortiCloud portal once the transfer is performed.
To perform the trade-up transfer of services:
- Log in to the support site https://support.fortinet.com where the old product is registered.
- Select Product List.
- Search for the serial number of the old unit.
- Select ‘RMA Transfer’ under Registration.
- Enter the new Serial Number, declare the End User Type, and select Replace. Make sure the services have been transferred to the new unit by reviewing the product.
An error message will be displayed if the operation cannot be completed.
Contact the Fortinet Customer Service team if it is not possible to complete the action (or) if access is unavailable to the Registered Account of the old unit.
Scenario 2: Trade up without transfer of services.
This scenario applies to customers who have chosen a replacement in the price list and not in the trade-up matrix because there was no need to transfer the services from the old unit, or when the services on the old unit have already expired.
Register the new unit as a new product in Asset Management.
Thanks to the Trade up ID (The 'Trade up ID' is Fortinet's way to identify traded-up units), the old unit will be flagged as 'traded up' in Fortinet's database and no service will be available for renewal on it.
After registration of the new unit, the End User may have both the old unit and new unit registered and active. Fortinet recommends the End User to decommission the old unit after the expiration of the services (or) when the product reaches its End Of Life (EOL).
Fortinet never decommissions units of customers unless requested by the Master account holder.
Refer to Using the Support Portal Decommissioned Products list to decommission an old unit.
Scenario 3: Trade-up transfer of services between non-compatible units.
If a non-compatible unit was received as a one-time exception through Fortinet (or) if the recommended trade-up matrix was not followed, contact Fortinet Customer Service.
Scenario 4: New unit already registered before the transfer of services.
This scenario is applicable if the new unit was registered by mistake before transferring the old services:
Contact Fortinet Customer Service to de-register the new product, then perform the transfer of services via the FortiCloud portal as described in Scenario 1.
Scenario 5: Trade-up unit purchased with stand-alone hardware and a separate renewal service(s) contract.
This scenario is applicable when the old unit has some services left and the new unit was purchased as stand-alone hardware, along with a separate renewal service contract.
If some services remain on the old device, it is mandatory to perform the transfer of services from the old hardware device to the new hardware device before registering the newly purchased renewal service contract on the new hardware device.
Follow the instructions explained in Scenario 1.
After the transfer, navigate to ‘Product List’ -> Select the New Unit -> Renew Contract and enter the newly purchased renewal contract to map it on the new unit.
Scenario 6: Replacement unit purchased as an HW bundle by mistake.
If the new unit is purchased as a hardware bundle (12, 36, or 60 months), do not perform the trade-up transfer of the old service in the FortiCloud portal as it will nullify the bundle warranty purchased along with the new unit.
As per the trade-up policy, it is not permitted to buy a hardware bundle unit to transfer the services. Customers should buy a stand-alone hardware device through the Fortinet trade-up program. If additional services are required, a separate service contract can be purchased.
Contact customer service for assistance.
When creating any customer service ticket related to the Trade-up process, include the Trade-up ID to get a quicker solution.
Related article:
Using the Support Portal Decommissioned Products list.
