Account access, support access, and change requests are granted to the account holder only. So be sure to create the account under the name of the person who will be handling the account and requesting support.
If the plugin was purchased and installed by another party, such as a web developer, they would be the ONLY ones to have access to the account. If you are a web developer/contractor and your client purchased the plugin, the client (Account Owner) will need to reach out to us here.