How to Grant Login Access to Salesforce Support
When you open a support case with Salesforce, the support agent often needs to log into your org to diagnose the issue. This is called granting login access — it allows Salesforce Support to temporarily act as your user account.
Before You Begin
- You need to be a logged-in Salesforce user (you cannot grant access if you are locked out — ask your admin instead).
- Granting access does not share your password. Salesforce uses a secure internal mechanism.
- The support agent will see exactly what your user profile and permissions allow — nothing more.
Lightning Experience Steps
1 Click your profile avatar in the top-right corner of the Salesforce interface.
2 Click "Settings" from the dropdown menu.
3 In the left sidebar, navigate to Grant Account Login Access (under the "Personal" section if the sidebar is grouped).
4 In the Salesforce.com Support row, select an access duration from the dropdown. Options range from 1 day to 1 year.
5 Click Save.
When to Choose a Short Duration
If you have a simple case, select 1–3 days. For complex cases involving multiple follow-ups, select 1 week or 1 month. You can always extend later.
Salesforce Classic Steps
1 Navigate to My Settings (click your name → My Settings).
2 Expand the Personal section in the left sidebar.
3 Click Grant Login Access.
4 Set the duration for Salesforce.com Support and click Save.
Granting Access to a Partner or Consultant
If your organization works with a Salesforce consulting partner, you may also see their name in the Grant Login Access list. The process is identical — select the duration and save. Only partners who have been registered with your org through the Salesforce Partner Portal will appear.
What If "Grant Login Access" Is Not Available?
If you do not see the Grant Login Access option, your Salesforce administrator may have restricted it. The admin needs to enable this option:
- Go to Setup → Session Settings.
- Under "Login Access Policies," check the box labeled "Let users grant login access to administrators" (or the equivalent for support).
- Save.
If you are the admin and still do not see the option, ensure your org has an active support contract with Salesforce.
Revoking Access
To remove access before the expiration date:
- Return to the Grant Account Login Access page.
- Set the duration dropdown for Salesforce Support back to "No Access".
- Click Save.
Access is immediately revoked.
Security Considerations
- All actions performed by the support agent while logged in as your user are recorded in the Setup Audit Trail and Login History.
- You can review login history at Setup → Login History — entries from Salesforce Support will show the support agent's name.
- Granting access does not bypass IP restrictions or login-hour limits on your profile. If your profile is restricted, the support agent may not be able to log in.
Frequently Asked Questions
Can Salesforce Support see my password?
No. Granting login access uses a secure internal mechanism that does not expose your password. Salesforce Support never sees or receives your credentials.
Will granting access affect my data?
The support agent logs in with your user's permissions. They can view and modify only what your profile allows. All changes are logged in the audit trail.
Does this satisfy the MFA requirement?
When support agents use the Grant Login Access mechanism, MFA is handled internally by Salesforce. You do not need to provide an MFA code to the support agent.
Next: MFA Troubleshooting →