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Send Invite Button Greyed Out After VRA Package Update – Account Region Misconfiguration

Publish Date: Jun 24, 2026
Description

The issue is caused by an account region misconfiguration. This occurs when a TechSee account is initially created with one region (e.g., Europe) and later manually changed to a different region (e.g., North America / US). This inconsistency in region settings corrupts the account configuration, causing the Send Invite button to become inactive.

Resolution

Because the account was created with a mismatched region setting, the existing account must be revoked and recreated with the correct region. Follow the steps below to resolve:

  1. Log in to the affected Salesforce org as an Admin.
  2. Navigate to Visual Remote Assistant Configuration in the App Launcher.
  3. Identify the TechSee account associated with the affected org.
  4. Revoke (delete) the existing TechSee account that was created with the incorrect region.
  5. Reach out to salesforce support to raise a techsee ticket from there side to revoke the account 
  6. After the revoke Create a new TechSee account, ensuring the region is set to North America (or the correct region for your org) from the start.
  7. Complete all required VRA configuration steps for the new account.
  8. Verify the Send Invite button is now active on a Case record under the VRA tab.
Knowledge Article Number

005387430

 
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Salesforce Help | Article