Shared access troubleshooting
This article provides troubleshooting steps for common Adobe Commerce shared access issues, including missing Shared Access tabs, unavailable resources, cloud project access, organization selection, and shared ticket visibility.
Description description
Environment
- Adobe Commerce
- Commerce Account shared access
- Experience League Support
Issue/Symptoms
- The Shared Access tab does not appear on the Commerce Account page.
- You switch to the Shared Access account but cannot access the Support tab or a particular resource.
- You cannot select the appropriate Cloud Project when opening a support ticket in Experience League.
- The Organization dropdown does not display the expected organization, or Help Center displays your tickets instead of the shared organization tickets.
Cause
- The Commerce Account does not have the permissions required to grant shared access.
- The support entitlements have expired, or the account owner has not granted shared access to support.
- You have not selected the correct organization with Commerce entitlements.
- The project does not include your account, or the project is associated with a different license.
- The account owner has granted shared access to only one merchant in your account.
- Your browser displays cached content from Help Center.
Resolution resolution
Follow these steps to resolve the issue:
- If the Shared Access tab does not appear, contact your Adobe account team and provide the name and email associated with your account. If you are not the account owner, contact the account owner to request shared access and the required privileges. If the account owner is no longer with the company, refer to Transfer a Commerce account.
- If you cannot access a specific resource through shared access, switch back to My Account, select the Shared with me tab, open the affected Shared Access account, and review the assigned resources. If the resource is not available, contact the account owner.
- If no product appears when creating a support ticket, select the organization with the (Commerce) suffix.
- If the cloud project is not listed after selecting the correct organization, verify that the project includes your account and ensure that the account owner has granted shared access to the license associated with the project. See Manage user access.
- If the Organization dropdown does not display the expected organization, switch back to My Account and review the available shared accounts. If only one shared account appears, Experience League uses that organization as the default organization for support tickets.
- If Help Center displays personal tickets instead of shared organization tickets, clear the browser cache, confirm that you have switched to shared access on the Commerce Account page, and access Help Center again.
If the issue persists, contact your Adobe account team and provide the name and email associated with your account.
Note
Even a non-account owner can have the Shared Access tab on the account. However, only the account owner (primary account holder) with the necessary privileges can provide shared access to other accounts. For more information, refer to Shared Access: Grant privileges for other users to access your account in the Experience League Support User Guide for Adobe Commerce.