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Grant Salesforce Support Login Access to Your Organization

Publiseringsdato: Apr 2, 2026
Beskrivelse

Salesforce Support may request login access to your organization to help investigate and resolve issues.

Granting access allows Support to log in securely without needing your password.

⚠️ Important Security Notes:

  • Salesforce Support will never ask for your password
  • Do not share your password in support cases or emails
  • Report suspicious requests to Salesforce Trust

Access is:

  • Explicitly granted by you
  • Time-bound
  • Fully controlled and revocable 
Løsning

Follow the steps below to grant login access based on your product:

Salesforce (Lightning Experience)

  1. Log in to Salesforce
  2. Click your avatar (top-right corner) → Settings
  3. In Quick Find, search for Grant Account Login Access
  4. Select Grant Account Login Access
  5. Set access duration for Salesforce.com Support
    • Choose the minimum duration required
  6. Click Save

Salesforce (Classic)

  1. Log in to Salesforce
  2. Click My Settings
  3. Search for Grant Account Login Access
  4. Select it and set access duration for Salesforce.com Support
  5. Click Save

Marketing Cloud

  1. Hover over your username (top-right)
  2. Select Cloud Preferences
  3. Click Grant Account Login Access
  4. Set the access duration
  5. Click Save

Account Engagement (Pardot)

Grant Access via Email

  1. Open the request email from Salesforce
  2. Click Grant Access
  3. Select the user group
  4. Choose access duration
  5. Click Grant Access

Grant Access via Pardot UI

  1. Click the Person icon → Grant Account Access
  2. Select user group
  3. Set access duration
  4. Click Grant Access

Additional Notes

  • Access is timestamped and auditable
  • You can revoke access at any time
  • After case resolution, set access back to No Access

Access Limitations

  • A System Administrator cannot log in as an end user and grant login access to Salesforce Support on their behalf.
  • Even if “Organization Admins Can Log in as Any User” is enabled, Salesforce Support cannot use this to access other users after logging in as an administrator.
  • If access is required for both an administrator and an end user, each user must grant login access individually.
Knowledge-artikkelnummer

000384334

 
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Salesforce Help | Article