Unable to use the Comprehensive Support

[promediazadrian]

Hi all,

I'm using Looker (Original) and want to submit a support ticket. According to this documentation,  I can submit a ticket for free using the Basic Support as Looker (Original) was a Saas Product that was acquired by Google. So I don't need to buy the Standard Support.

I did the following steps:

 1. Filling out the Google Cloud Project Number in Looker Admin Page

2. Have the role of : Organisation Administrator, Support Account Administrator, and  Tech Support Editor, Looker Admin on the organisation level

3. Have the role of Tech Support Editor on the project level

4. However, I still don't have permission to file tech-related support case

Can anybody help me with this case? Can anybody tell me which part that I'm missing?

Regards,

Adrian

[GavinW]

I wonder if you have seen this more detailed, Looker-specific document? It might be worth just running through to make sure you didn't overlook a detail?

[promediazadrian]

Hi @GavinW ,

Thanks for the reply. Yes, I have seen and focused on page 17 to make sure that the Project Number filled in GCP and in Looker are aligned.

Do you know why it still does not work?

[promediazadrian]

Hi @GavinW ,

Thanks for the reply. Yes, I have seen that document especially page 17. I've ensured that I filled out the same Project Number both in GCP and in Looker Admin page.

Do you know why it still does not work?

[GavinW · Accepted solution]

I'm not sure why that might be the case, but I encourage you to reach out to this email address and let them know that you have an issue accessing support - they should be able to help you.

[promediazadrian]

Hi @GavinW ,

I wrote the email to the address as you suggested and my problem is resolved. Thanks for your help.

Regards,

Adrian

[GavinW]

Happy to help!