Elevated Support Access Role Did Not Take Effect Immediately

Last Updated: Jan 23, 2026

Overview

The Elevated Support Access role was assigned to a new Admin user. However, the new Admin user could not see the support cases created by other users in Support Center > Tickets > Subscription Tickets.

Applies To

Elevated Support Access
Subscription Tickets

Cause

The support center caches the role information (as of Sep. 2024). The newly assigned role will not take effect immediately and may take up to 24 hours.

Solution

As for the time being, this behavior is expected and cannot be amended. Please wait until the cache is replaced.