Why can't I access my Sandbox account? Follow

Question

I am an Admin on our production instance of Support. Why can't I access our account's Sandbox to make tests?

Answer

If you are not the admin who created (or reset) the current Sandbox instance, then your user is not added to the Sandbox, by default. The admin who created the current Sandbox is responsible for adding the necessary agents and admins to the account in order for them to gain access.

To gain access to your Sandbox instance, you can do one of the following:

  1. Reach out to the admin who created the Sandbox and ask them to add you as an Admin on the existing Sandbox account.
  2. You have the option to reset the Sandbox account by going to the Admin Icon ( ) > Channels > Sandbox > Reset. If taking this option, you will want to add all necessary Admins and Agents to the account to prevent future access issues. 
Important: Resetting the Sandbox is final and will make the old instance unrecoverable. Please be certain you do not need the old Sandbox environment before considering resetting the account.
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