I want to grant login access to support personnel for a certain AppExchange app (Vision-e). I have already:

  1. managed support options to enable login access for the desired from Setup > Administer > Security Controls > Login Access Policies, and enter image description here
  2. attempted to Grant Account Login Access from [My Name] > My Settings > Grant Account Login Access.

However, the support from the desired provider does not appear in my personal settings' Grant Account Login Access screen, seen below:personal settings

What am I missing?

  • Sorry I misinterpreted the question initially, Have you tried switching the support option to Available to Administrators Only.
    – Raul
    Feb 7, 2017 at 18:36
  • I have, thank you. I think I may have found the problem: I am an administrator and so have not been assigned a user license for the app. I will re-provision a license to myself to test. Feb 7, 2017 at 18:49
  • @BrentBow Ah, I see you've come to the same conclusion. Pretty sure that that is why you can't grant the login access. You need to be able to access the app with a license. Feb 7, 2017 at 18:54
  • Ah good to know, we had similar issue, user with no license were not even able to see anything related to package. Weird part is you were able to see it in support options
    – Raul
    Feb 7, 2017 at 18:56

2 Answers 2


As per How to Grant Login Access to a Salesforce Success Agent:

You can’t grant access to certain support organizations if your administrator has set up restrictions or a packaged application’s license prevents it.

Check that the user trying to grant login access has a license to the package application in question.

  • Your timing is impeccable! (How redundant is my answer now?) Thanks a million, Daniel. Best answer Feb 7, 2017 at 18:56
  • @BrentBow It happens :). No problem having two similar answers. Feb 7, 2017 at 19:34

It turns out this particular app requires licenses. I needed to assign myself a user license for the installed package to receive support through granting login access (in my case I had to temporarily re-provision one of our user's licenses to my SF User).

To provision yourself a license, navigate to Setup > Develop > Installed Packages > Manage Licenses for [the desired app]

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