Problem: You want to provide shared access to your trusted colleague, but you cannot locate the Shared Access tab on your Commerce Account page.
Possible cause: Permissions, necessary to grant shared access, have not been associated with your Commerce Account.
Solution: If you are the Account Owner (Primary Account Holder), contact your Adobe Account Team or create a support ticket. Please specify your name and the email associated with your account.
It is possible even for a non-account owner to have the Shared Access tab on their account. However, only the Account Owner (Primary Account Holder) with the according privileges can provide shared access to other users. For more information on shared access, refer to SHARED ACCESS: GRANT PRIVILEGES FOR OTHER USERS TO ACCESS YOUR ACCOUNT in Adobe Commerce Help Center User Guide.
Problem: I switched to the Shared Access account but cannot access the Support tab (for example).
Possible cause: The Support entitlements have expired or you have not been granted Shared Access to Support.
If you continue to face issues, contact your Adobe Account Team or send an email to grp-Magento-HelpCenterLoginIssues@adobe.com. Please specify your name and the email associated with your account.
Problem: I’m accessing Help Center using shared access but still see only the tickets belonging to my own account (organization). The Commerce Account page shows I’m using the account of the organization that has provided shared access for me, but the organization tickets are still not showing.
Possible cause: Your browser is using the cached content from the Help Center.
Solution: Clear your browser cache and access the Help Center again (make sure you have switched to shared access on your Commerce Account page).
Ticket submission form: merchant is not displayed in Organization drop-down in our support knowledge base.