Pre-registered users still cannot open a ticket after applying all correct rules

Hello team,

I’ve been reading a lot about this issue and know that it is a recurring one. Sorry to open a new topic, but I have followed all documentations and threads and it still doesn’t fix the issue.

The issue is about users whom created an account before having to open a ticket (during the checkout process) and then try to open a ticket. They all get the message ‘Support users’ cannot open tickets from this page.

I have checked all settings and User roles and this is what I am seeing:

. A customer whom created an account before opening a ticket has the user role: Customer.

. I added the rights “Read, Create, Reply, Attach and Edit” tickets but this doesn’t change anything with all the Tests accounts I have been using and customers return the same answer on their end.

Atm, the registration/ticket opening only works perfectly if you ordered as a guest, and open a ticket by creating a new account.

What should I be checking? Thank you very much in advance.