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EquifaxGranting Login Access to Support
Support can't see your org. Granting login access lets an engineer log in as you and reproduce the problem, which usually turns several days of questions into one session.
How to grant it
Configuration → Help & Troubleshooting → Step 3: Grant Login Access, or from your Salesforce personal settings. Grant it to SOL Business Solutions Support, TwoCanConnect's parent company, from an Administrator user plus any users who are seeing the problem.
Set a duration — a few days is normally enough — and it expires by itself.
What it allows
The engineer sees exactly what you see, with your permissions. Nothing more.
Do it before you send the case
Access granted after a case is raised often isn't noticed until the engineer has already replied asking for it, which costs a day. Granting it up front means the first look happens immediately.
Access is time-limited and revocable at any point from the same screen.
If the problem reproduces in a sandbox, grant access there instead. Same diagnosis, no production exposure.