@ThomasEdwards25519 (Customer)​ ,

The information that @david.allison (RSA)​  provided is correct (Thanks, Dave!) Once you receive the files, if you encounter any issues with the download, decryption, or import process, please contact Technical Support for assistance.

For security reasons, access to files on my.rsa.com is limited to contacts listed on the original purchase order. If you are not listed as the contracting officer or technical administrator, the files will not be visible in your account. In that case, please have one of the contacts listed on the purchase order download the files on your behalf.

To help avoid this issue in the future, you can include additional contacts as technical administrators when submitting new purchase orders.

Alternatively, you can open a case with our Customer Asset Management (CAM) team to request access to the current download. When opening the case, please provide the applicable batch number(s) so the CAM team can process your request.