Temporary Login Access
When you contact Simply support, we may ask you to grant temporary login access to your Salesforce org. This page explains what that means, how it works, and how to grant it safely.
What is Temporary Login Access?
Salesforce includes a built-in feature called Grant Account Login Access that allows you to temporarily authorize a specific support provider (such as Simply) to log in as a user in your org. This is the standard, Salesforce-approved mechanism for ISV support access.
When you grant access:
- Simply's support team logs in as that specific user, with exactly that user's permissions
- Access is time-limited to the duration you choose (e.g. 1 day, 1 week, 1 month)
- You can revoke access at any time by returning to the same page and setting the duration to No Access
- No password is shared. Salesforce handles authentication entirely
Simply uses this feature to diagnose configuration issues, verify mappings, and assist with troubleshooting directly inside your org, without requiring you to share credentials.
Prerequisites
Before you can grant access, two things must be in place:
1. Active Package License
The user granting access must have an active license for the Simply managed package, or the package must be licensed org-wide. If Simply does not appear in the list of support providers, this is typically the first thing to check.
2. Login Access Policies
Your Salesforce org must be configured to allow third-party support logins:
- Go to Setup → Security → Login Access Policies.
- Enable the relevant third-party support entries, either for all users or for specific user profiles as your security policy requires.
- Save.
Configuring Login Access Policies requires System Administrator access. This is a one-time setup for your org.
Granting Access (Lightning Experience)
Once the prerequisites are met, any user can grant access to their own account. We recommend using a dedicated admin support user rather than a personal account (see Best Practices below).
- Log in as the user whose account you want to share (ideally a dedicated Sys Admin support user).
- Click your avatar (profile photo) in the top-right corner → select Settings.
- In the Quick Find box, type
Grant→ open Grant Account Login Access. - In the list, find Simply Support (and optionally Salesforce Support if Salesforce also needs access).
- Use the Access Duration dropdown to select the length of access (e.g. 1 Day, 1 Week, 1 Month).
- Click Save.
Simply's support team will be notified and will log in via the Simply License Management Org (LMO).
Troubleshooting: Simply Does Not Appear in the List
If you cannot find Simply Support (or your company name) in the Grant Account Login Access list, work through the following checks in order:
| Check | What to verify |
|---|---|
| Login Access Policies | Go to Setup → Security → Login Access Policies and confirm third-party support is enabled (Step 2 of Prerequisites above) |
| Package license | Confirm the user has an active Simply license, or that the package is licensed org-wide. Go to Setup → Installed Packages → Simply → Manage Licenses |
| Org security settings | Some organizations have additional security policies that restrict support access. Contact your Salesforce admin to review org-level settings |
If all of the above are correct and Simply still does not appear, contact your Simply account manager. It may require a configuration change on the Simply platform side.
How Simply Logs In
Once you have granted access, Simply's support team logs in from the Simply License Management Org (LMO):
- The Simply support user navigates to the Subscribers list in the LMO.
- They locate your org and select the specific user you granted access for.
- They click Login As to open a session with that user's permissions.
The Simply support user must have the Log Into Subscriber Organization permission in the LMO. This is managed internally by Simply. You do not need to configure anything on your side beyond granting access.
Best Practices
Following these guidelines keeps your org secure and your audit trail clean:
Use a dedicated admin support user
Rather than granting access to a real person's account, create a dedicated Salesforce user specifically for support purposes (e.g. support-admin@yourcompany.com). Assign it the System Administrator profile. When Simply needs access, grant it on this account.
Keep grants short Choose the minimum duration needed. If a support session typically takes a day, grant one day. Extend only if needed. Short-lived grants are easier to audit and reduce exposure.
Revoke when done Once the support session is complete, return to Grant Account Login Access and set the duration to No Access. You do not need to wait for the grant to expire.
Audit who granted access Salesforce logs login access grants in the Setup Audit Trail. You can review this at any time via Setup → Security → View Setup Audit Trail.