Overview
One of the tenant members created a support case from the Auth0 support center.
However, another tenant member with the Admin role in the same tenant cannot view the support case.
Applies To
- Support Center
- Elevated Support Access
Cause
A tenant member must have the “Elevated Support Access” role to see the support case created by other tenant members.
This restriction was introduced in August 2024.
See Subscription Tickets and New Dashboard Role: Elevated Support Access for more details.
Solution
A tenant member who has the Admin role can add the Elevated Support Access role to their Auth0 Profile.
If the tenant member in question is not the tenant’s Admin, a tenant Admin will need to add the permission.
NOTE: there can be a delay before the newly-added role takes effect.
See: Elevated Support Access Role Did Not Take Effect Immediately
