[SalesForce] Grant Login Access to a support orgnanization

I want to grant login access to support personnel for a certain AppExchange app (Vision-e). I have already:

  1. managed support options to enable login access for the desired from
    Setup > Administer > Security Controls > Login Access Policies, and
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  2. attempted to Grant Account Login Access from [My Name] > My Settings > Grant Account Login Access.

However, the support from the desired provider does not appear in my personal settings' Grant Account Login Access screen, seen below:personal settings

What am I missing?

Best Answer

As per How to Grant Login Access to a Salesforce Success Agent:

You can’t grant access to certain support organizations if your administrator has set up restrictions or a packaged application’s license prevents it.

Check that the user trying to grant login access has a license to the package application in question.

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