Hi Community,
I’m sharing this insightful webinar we held yesterday, led by Arik Ben-Zaken, Sarit Levy, and Rocio Rodriguez, which provided an update on the customer support portal SSO. The session ensured all community members were fully informed about the recent changes to accessing the Imperva Support Portal and Community. This transition reflects Imperva’s ongoing commitment to enhancing the overall user experience, strengthening security, and simplifying the authentication process.
Snapshot of what was included:
- Overview of the New SSO Experience
- Step-by-Step Registration Guidance
- Details on the Thales OneWelcome Identity Platform
- Support Resources to Assist With Setup
- Live Q&A
If you have any questions please feel free to drop them below in the comments or reach out to Sarah and myself!
If you are still facing issues, please click "I need help with Registration" here and the team will support.
What do we do if we did not receive the registration email? We can send an invitation, just need to open a support portal request.
Why do we need to register account again when it is already registered? We moved to new application that the authentication is with MFA.
What about group email? Can we create a new one from scratch? Yes, you can request the creation for new users under your account.
I just register and on my first login I am getting Insufficient Privileges? If this is for documentation, please follow the following guide: https://docs-cybersec.thalesgroup.com/bundle/z-kb-articles-knowledgebase-dt/page/639469389.html
Do Imperva/Thales partners get support account? Or it is just for customers? Partners requests should be created using the Partner Portal Registration Page: https://thalesaccelerate.typeform.com/myportalrequest?typeform-source=im-confluence.atlassian.net
Is there any way to revert back the TOTP Authenticator? I set it up initially, but phone was not available at a later login, so used One-Time email... but now it is always sending email and no way to get TOTP again. Any Self Service? The best approach is to open a case with us. We will try to reset the account online or recreate it if needed.
.
This is what I get each time I enter the verification code: "Whoops, something went wrong. Let's restart by logging you in again." That error indicates that the link is incorrect. Please open a case and we will reset it for you.
.
From my customer who is listing inside SFDC: I am trying to get registered but it seems I don't have an account or access to something required. Again, the best option is to open a case so we can investigate your account directly.
.
What do I do if my link has expired? If the link shows as no longer available or expired, please open a case and we will provide a new one.
.
How long does the support portal session stay active? What is the timeout period? This one is under a review with the relevant team – I will update an answer once they will get back with me – We are aiming for 60 Min
#AllImperva