DocumentationCommerceCommerce KB

Shared access troubleshooting

Last update: Fri May 10 2024 00:00:00 GMT+0000 (Coordinated Universal Time)

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 or create a support ticket. Please specify your name and the email associated with your 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 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.

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. Then 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 or send an email to grp-Magento-HelpCenterLoginIssues@adobe.com. Please specify your name and the email associated with your account.

I used shared access and clicked on Support, but when I opened a new ticket, the Organization dropdown is not displayed

Problem: I switched to the shared access account but cannot access the Support tab (for example).

Possible cause: You have only been granted shared access to one merchant in your account.

Solution:

  1. Switch back to My Account.
  2. If it lists only one Shared Name, that will be the default Organization that your tickets will be opened under.

If you continue to face issues, contact your Adobe account team or send an email to grp-Magento-HelpCenterLoginIssues@adobe.com. Specify your name and the email associated with your account.

I used shared access but still see my tickets instead of the shared ones

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.

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