Documentation/ Account and plan/ Permissions and access
Permissions and access refused
When a screen is missing from the menu or an action is not available, it is always one of two things: the user's role or the way the account is set up. Telling them apart tells you who can fix it.
On this page
The two reasons
| Reason | How it shows | Who fixes it |
|---|---|---|
| The user's role | The option is not in the menu, or opening it brings up an access refused notice saying the administrator role is needed. | The account administrator, by changing the role. |
| How the account is set up | The option is not in the menu for anybody, the administrator included. | Support, by switching the feature or the document type on. |
The test is simple: if the company's administrator cannot see it either, this is not about permissions, it is about what the account has switched on.
Held back by role
Administrators only:
- Managing users: adding, editing and removing.
- The plan screen and changing plan.
- Subscription invoices and the billing portal.
- Entering another user's workspace.
- Email and Dropbox connections.
The roles and what each covers are described in Users and roles.
Held back by how the account is set up
These follow what you have subscribed to and how the account was configured, not who you are:
- Document types that are not switched on do not appear in the Documents block.
- ERP integrations: their send actions and their parameters screen only appear when the integration is live.
- Extra modules, such as recipe costings or projects.
- Features held back during a free trial: creating users, email connections and creating nominal accounts.
The messages you may see
| Message | Where | What it means |
|---|---|---|
| Access denied. You do not have permission to open this section. The administrator role is required. | Email and Dropbox connections. | You are not an administrator. The account administrator can sort it out. |
| Access denied. You don't have the permissions to access this page. | The general access refused screen. | The same thing. The button takes you back to the dashboard. |
| You do not have permission to enter this user's workspace. | The user environment selector. | You lack the authorisation, or the person you picked is not in this company. |
| You have reached your plan's user limit. | User management. | Nothing to do with permissions: the plan will not take any more users. |
Working out which it is
- Check your own role under Account → My profile, which says whether you are an administrator.
- Ask the administrator whether they can see the option. If they can, it is your role; if they cannot, it is the account's set-up.
- Rule out the trial: during a free trial some features are off for everyone.
- Rule out the workspace: if you are working inside somebody else's workspace, what you see belongs to them, not to you.
Never share someone else's credentials
A user's credentials are not given to anyone else, not to a colleague in the same company and not to support. When somebody needs to get at another person's documents, the way to do it is to enter that user's workspace, which administrators can do and which is flagged on screen the whole time it is happening.
If the person has left the organisation, remove their user and reassign whatever document redirection and default project they had set.