Connected user cannot use WP desktop app – why?

What is the URL of the site with the problem?

@macmanx thank you for looking into this.

Is there a way to share the URL privately?

Please make sure you’re logged into the WordPress.com account that manages the Jetpack connection, and then you can submit a support ticket via this link

Also please include the WordPress.com username of the user in question that’s not seeing the site in the app.

Ok. Just a quick note: WordPress.com told me that they do not support Jetpack.

That is correct, and I did not tell you to contact WordPress.com support.

The link I gave you above is for Jetpack support. But you need to be logged into your WordPress.com account to submit a ticket via that link, as you use Jetpack through a connection to WordPress.com.

sorry, my bad

There is says: “If you can’t find what you’re looking for, feel free to contact us using the form below!”

But there is no form although I am logged-in.

Is that because it continues with: “Jetpack support is open for paid Jetpack plan customers. For customers of the free version of Jetpack, we encourage you to use our support documentation and FAQs or visit our community forums here.

What am I doing wrong?

Make sure you’re specifically using https://jetpack.com/contact-support/?hpi=1 with the ?hpi=1 on the end.