Adobe Commerce attachments fail in Experience League when the signed-in account is not fully associated with the Commerce organization
Attachments might fail on Adobe Commerce support cases in Experience League when the Adobe account used to sign in is not fully associated with the Adobe Commerce organization that owns the case. To resolve this, make sure you use the same Adobe account in Adobe Commerce and Experience League, and confirm that the account has the required Shared Access or profile setup.
Note: Adobe can associate multiple identity types with the same email address. For example, a personal Adobe account that you manage yourself and a company or federated account that is managed by your organization.
Description description
Attachments might not upload to or download from Adobe Commerce support cases in Experience League when the Adobe account used to sign in is not fully associated with the Commerce organization that owns the support case.
Environment
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Portal: Experience League Support
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Product: Adobe Commerce
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User profile:
- You may have multiple Adobe identities associated with the same email address, such as a personal Adobe account and a company or federated account.
- You use Adobe Commerce Shared Access via account.magento.com.
Issue/Symptoms
You experience one or more of the following issues:
- Attachments cannot be uploaded to an Experience League Commerce case.
- Attachments added by agents or other users cannot be downloaded.
- Browser developer tools show authorization or 403-style errors for attachment requests, including messages indicating that the user has not been added to the organization.
- The user can sign in to Experience League, view cases, or add comments, but attachment actions fail.
Cause
This issue can occur when the Adobe account used to sign in to Experience League is not fully recognized in the Adobe Commerce organization that owns the support case.
- The account may not yet be properly associated through Adobe Commerce Shared Access.
- In some cases, the signed-in account may not yet be fully recognized in Adobe Commerce.
- As a result, some support actions such as attachment upload or download can fail.
Note: In some reported cases, users might still be able to view cases or add comments while attachment actions fail. If that occurs, the underlying identity or entitlement behavior may require additional validation.
Resolution resolution
To upload or download attachments, use an Adobe account that is associated with the Adobe Commerce organization and has the required Shared Access/profile setup.
- Confirm that the Adobe account has Shared Access to the Adobe Commerce organization in account.magento.com.
- Sign in to account.magento.com with the same Adobe account you plan to use in Experience League.
- Sign out of Experience League.
- Go to https://account.adobe.com and sign out completely if you are still logged in.
- Sign back in using the Adobe account associated with the Commerce organization.
- Return to the support case.
- Try the attachment upload or download again.