Shared access troubleshooting

Last update: November 18, 2024

CREATED FOR:

  • Developer

I do not see the Shared Access tab on my Commerce Account page (Account Owner)

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. If your team member has access to Support, have them create a support ticket. Specify the name and email associated with your account.
  • If you are not the account owner, you must contact them to provide shared access and the necessary privileges.
  • If the account owner is no longer with the company and you wish to transfer the account to another user, refer to Transfer a Commerce account.
NOTE
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 necessary 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 Experience League Support User Guide for Adobe Commerce.

I used shared access but cannot gain access to a particular resource

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.

Solution:

  1. Switch back to  My Account.
  2. Click on the  Shared with me  tab.
  3. Click on the  Shared Access  account that you are having issues with and examine which resources you have been granted access to.
  4. If the specific resource is missing, reach out to the account owner (primary account holder).

If you continue to face issues, contact your Adobe account team. Specify the name and email associated with your account.

I used shared access and clicked on Support, but when I opened a new ticket for the organization, there was no product available in the form

Problem: I cannot select the appropriate Cloud Project when opening a ticket on Experience League.

Possible cause: You have not selected the correct organization with Commerce entitlements.

Solution:

  1. Make sure to select the organization with the Commerce suffix. This is the organization that has the Commerce entitlements.

If you continue to face issues, contact your Adobe account team. Specify the name and email associated with your account.

I used shared access and clicked on Support, but when I opened a new ticket for the organization that has the Commerce entitlements, the cloud project was not listed in the form

Problem: I cannot select the appropriate Cloud Project when opening a ticket on Experience League.

Possible cause: You may not have been added to the project, or the project is associated with a different license (some organizations may have subsidiaries/related companies with very similar names).

Solution:

  1. Make sure that you have been added to the project. See Manage user access.
  2. Ensure you have been given shared access by the account owner to the license associated with the project.

If you continue to face issues, contact your Adobe account team. Specify the name and email associated with your account.