User Unable to Grant Login Access to Salesforce Support

ISSUE: Salesforce Users are unable to grant login access to Salesforce Support

Background

I recently ran into an issue in which I needed several of my users to Grant Login Access to Salesforce support. They've been running into a peculiar issue in which Lightning Record Pages are not displaying correctly for them. I haven't been able to isolate the issue myself -- so called in the gurus at Salesforce.

Salesforce asked that each of the users who were having the issue grant login access to Salesforce Support. I created a guide to help my users navigate through menu screens that were unfamiliar to them, and was surprised when one of the users reported they did not have the option grant login access to Salesforce Support.

Ooops! I thought every user had the ability to grant login access to salesforce. I poked around on the web to find out if anyone else had run into this -- eventually found the answer.

The Fix

The ability to grant login access to salesforce support is enabled by default, but at some point, I must have disabled this configuration option. To fix, navigate to Setup > Login Access Policies. Toggle the "Available to Users" radio button on Salesforce Support.