Troubleshoot Upgrade Manager

Updated: August 19, 2026

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Review scenarios in this topic if you experience any issues during the upgrade.


Issue	Solution
What if I never received the subscription claim code for Security Cloud Control (SCC)?	Check your spam inbox. You may not be the admin linked to the account at the time of purchase. Contact your sales representative for more information.
What if Step 2 Start Upgrade shows Upgrade Failed?	If another admin tried to edit or add a policy during the Upgrade process, the policy translation may fail. Try to refresh your web browser or delete the policy before attempting Step 2 of the upgrade again.
Can I change my Organization name?	In Security Cloud Control you can change the Organization name by selecting your organization in the left-hand column > Platform management> Product Subscriptions > Subscriptions > Click pencil icon to edit > Save. Changing the Organizaation name in SCC will not change the name in Secure Access. Contact Secure Access Support to request a change.
Umbrella admins are locked out of the Umbrella dashboard.	You must send invites to Umbrella admins to create their own Security Cloud Control accounts. Authentication will now happen through Security Cloud Control. See, Invite a User.
What if I clicked Request Invitation to Upgrade to Secure Access, but I am not the Admin who received the initial Security Cloud Control email with the Subscription Claim Code?	The Admin who received the initial Security Cloud Control email would create an account, add you as a new user, and you will activate the upgrade to Secure Access by entering the Subscription Claim Code in SCC.
What if I accidentally created a new Secure Access instance instead of attaching the existing?	Contact Secure Access Support
What if I linked the subscription claim code to the wrong Umbrella organization?	Contact Secure Access Support
Who should I contact if I have any technical issues?	Contact Secure Access Support

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