Troubleshooting Team Access

Solutions for problems accessing team accounts, permissions, and team-related features.

Can't Access Team

Team Not Appearing

Symptom: Team doesn't show in account switcher

Solutions:

1. Check invitation - Did you accept the invitation?
2. Verify email - Used same email as invitation?
3. Refresh page - May need to reload
4. Sign out and back in - Reset your session
5. Contact team admin - Verify your membership

Invitation Not Received

Symptom: Never got team invitation email

Solutions:

1. Check spam folder - Often filtered there
2. Verify email address - Confirm with inviter
3. Request resend - Ask admin to resend
4. Check company email - May go to work email

Can't Accept Invitation

Symptom: Invitation link doesn't work

Solutions:

1. Check expiration - Invitations expire
2. Already accepted - May already be a member
3. Correct account - Use the email that was invited
4. Request new invite - If link expired

Removed from Team

Symptom: Had access, now don't

Possible causes:

1. Removed by admin - Check with team owner
2. Account issue - Your account may have problems
3. Team deleted - Team may no longer exist

Solution: Contact team owner or admin

Permission Problems

"Access Denied" Error

Symptom: Can't access a feature you could before

Solutions:

1. Check your role - Role may have changed
2. Feature restricted - May require higher role
3. Contact admin - Request appropriate access

Can't Perform Action

Symptom: Button disabled or action blocked

Solutions:

1. Verify permissions - Check your role
2. Check ownership - Some actions need owner
3. Review requirements - Action may have prerequisites

Role Changed Unexpectedly

Symptom: Role different than expected

Solutions:

1. Check with admin - Understand the change
2. Request role change - If you need different access

Common Permission Issues

Can't Invite Members

Symptom: Can't send team invitations

Cause: Only users with the invites.manage permission can send invitations. Additionally, you can only invite users to roles at your level or below.

Solution:

• Check your role (Owner, Manager, and Member all have invites.manage by default)
• If inviting to a higher role, ask someone with that role to send the invitation
• Contact your team owner if you need elevated permissions

Can't Access Settings

Symptom: Can't view or change team settings

Cause: Settings require the settings.manage permission

Solution:

• Contact team owner or manager
• Request appropriate role if needed

Can't See Billing

Symptom: Billing option not visible or accessible

Cause: Billing requires the billing.manage permission, which is only granted to the Owner role by default. Managers do not have billing access.

Solution: Contact the team owner for billing matters

Can't See Audit Logs

Symptom: Audit option not visible

Cause: Audit logs are restricted to users with the Owner role only

Solution: Only owners can view audit logs - contact the team owner

Campaign Access Issues

Can't Access Campaign

Symptom: Campaign not visible or accessible

Solutions:

1. Check your role - Campaign access is based on your team role, not per-project assignment
2. Verify team membership - Ensure you're a member of the team that owns the campaign
3. Contact team owner or manager - Request appropriate role access

Can't Edit in Campaign

Symptom: Can view but not edit

Solutions:

1. Check your team role - Members have limited editing permissions
2. Request role upgrade - Contact team owner or manager for Manager role if you need edit access

Data Visibility Issues

Can't See All Addresses

Symptom: Fewer addresses than expected

Possible causes:

1. Filters applied - Check and clear filters
2. Assignment - May only see assigned addresses
3. Campaign scope - Viewing wrong campaign

Solutions:

1. Clear all filters
2. Check assignment filter
3. Switch campaigns

Can't See Team Members' Data

Symptom: Can't view others' work

Cause: May be role-based restriction

Solution: Contact admin to understand access policy

Joining Issues

Can't Join Team

Symptom: Unable to complete joining process

Solutions:

1. Verify invitation - Valid and not expired
2. Correct email - Using invited email
3. Account issues - Your account may have restrictions
4. Contact admin - For manual resolution

Already a Member Error

Symptom: Says you're already a member but can't access

Solutions:

1. Refresh browser - May be cached state
2. Check account switcher - Team may be there
3. Sign out and in - Reset session
4. Contact admin - To investigate

Leaving Team Issues

Can't Leave Team

Symptom: No option to leave

Possible causes:

1. Primary owner can't leave - The primary owner (account creator) must transfer ownership first or delete the team
2. Look in settings - Option may be in team settings

Accidentally Left Team

Symptom: Left team by mistake

Solution:

1. Contact team owner or manager
2. Request new invitation
3. Accept and rejoin

Role and Permission Reference

Understanding Roles

The system uses three roles with a hierarchy (higher = more access):

Permission Matrix

Action Matrix

Note: Only the primary owner (the user who created the account) can delete the team. This requires OTP verification.

Getting Help

Before Contacting Admin

Document:

1. What you're trying to access
2. Error message (if any)
3. Your role in the team
4. What changed recently

Contacting Support

If team admin can't help:

1. Gather account details
2. Document the issue
3. Contact support
4. Include team name and your email

Related Topics

• Team Overview - Team basics
• Member Management - Role management
• Team Settings - Configuration
• Account Access - Login issues