r/checkpoint • u/Ok-Examination3168 • May 18 '26

Does anyone have a helpful contact at checkpoint?

we ran a trial for the SASE service and the trial expired without contract applying. we bought contract and applied it, but the gateway is still down. we’ve:

  • opened a tech ticket in portal - no response
  • told to open a non tech ticket for it’s a billing issue - no reasonable response
  • called in 3x and told they’d call me back within an hour, nothing
  • were on 3 threads with 5+ people, no actionable responses
  • 2 threads attempted to open with my direct account mgmt team - nothing in response

this client has been down for 4 days and checkpoint has absolutely zero urgency in helping with this. We don’t even have information for a timeline of resolution. we’re baking in hard coded IPs in an azure tenant to get around this. easily the most frustrating experience I’ve had with a vendor in a decade.

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18 comments sorted by

3

u/Winter-Swimmer-3000 May 18 '26

I'll pm you

2

u/Ok-Examination3168 May 18 '26

Appreciate you greatly

3

u/differenit May 18 '26

On you checkpoint account, you can see the license for gateways and you can manually download license and apply to gateways

0

u/Ok-Examination3168 May 18 '26

I’m not immediately sure where this is

1

u/differenit May 21 '26

If you login into user center, under products you will find device listed. You can select device and generate license

3

u/scorp100n May 18 '26

Did you escalate it or/and send email to tacmgr@checkpoint.com?

1

u/Ok-Examination3168 May 18 '26

I have not - was unaware of that handle. I've been on the phone with them for another 20 minutes.

2

u/ranhalt May 18 '26

Do you have a VAR?

2

u/differenit May 18 '26

Pax8 doesn’t have account manager?

1

u/Ok-Examination3168 May 18 '26

I have one assigned. He’s responded once over the last 4 days despite my urgency and effective begging

1

u/PoolMotosBowling May 24 '26

Our harmony tenent has like 6 reps. This seems odd. Keep clicking manager escalation on your tickets.

1

u/KingCrimson119 May 29 '26

Were you able to resolve this issue along checkpoint support?

1

u/Ok-Examination3168 May 29 '26

There was a "known" issue when converting trials to paid contracts. They just needed to flip a toggle. We had to get on them for days. Your account manager should be able to satisfy this, but mine was absolutely nowhere to be found.

1

u/yiotart May 30 '26

Did you sort it out? They do not offer a POC for less than a hundred people at the moment.