Troubleshooting Team Member Access Issues

This article provides key steps to resolve situations where a team member can't see or perform actions they should have permission to do.

• Verify Role Permissions
• Verify Client Restrictions
• Verify Team Member Access
• Verify Practitioner Filters are Properly Selected

Verify Role Permissions

Roles define the permissions team members have to view, modify, or delete resources.
To check a team member’s role permissions:

1. Click your Profile (top-right corner) > My Team.
   
   
   
2. Click Edit beside their role under Roles & Permissions.
   
   
   
3. Use the search bar to find specific functionalities (e.g., “Forms”) and verify if the permissions are enabled.
   

Note that some functions require multiple related permissions. For example:

• Setting up payment plan automations needs both Automations and Invoice creation permissions.
• Setting up recurring sessions requires Automations and Client bookings permissions.

Permissions are grouped into:

• My Practice: Actions within the practice (e.g., building forms, setting availability).
• Clients: Actions within client records (e.g., sending forms, creating invoices).
• Organization: Actions that apply to the whole account (e.g., Company profile, reports, tags).

Verify Client Restrictions

If a team member can't see a specific client, check if Permission Tags are used to restrict access.

Team members assigned to a tag can only view clients with that tag.

Confirm the client has the correct tag by visiting the My Clients page.

Verify Team Member Access to Other Members’ Resources

To allow a team member access to resources beyond their own:

1. Go to the profile menu (top-right corner) and select My Team.
   
   
2. Click Edit Role next to a team member's name.
   
3. In the popup, check Team Member access settings:
   • (Team member name) only: Access limited to their own resources.
   • All team members: Access to all team members’ resources.
   • Specific team members: Access to selected team members’ resources.
   • Advanced: Customize access to specific sections of other team members’ accounts.
     

Verify Practitioner Filters are Properly Selected

When viewing resources like services, forms, or programs, ensure the correct practitioner is selected in the dropdown filter at the top. Learn more.

Even with correct permissions, a team member may not see resources if the relevant practitioner filter is not applied.