Role Provided to Access Sandbox Account is Not Available in the Choose Role Page

The user was given access to Sandbox. However the role given to the user to access the Sandbox account does not come up in the Choose Role page.

Note:  This is assuming that the setting concerning which users retain access after the refresh was set to All Users.

The user may have set different passwords for each individual accounts.

For example, if the user with email user@sandbox.com has set the password as sbtest123 in the Support Person role, but has a different password for his Administrator and System Administrator roles, then that causes the role not being available in the Change Role link.

A matching password should be set. The user must request for a password reset for the email user@sandbox.com so it will have a generic password for all accounts. After the password has been reset, the Roles should now be listed correctly.

If resetting the password does not resolve, contact Customer Support for immediate assistance.