What this helps you do
Resolve access complaints — a teammate who cannot see a property, a task list that looks empty, a page that will not open — with a three-step diagnosis in Settings > Team & Permissions, instead of guesswork or recreating records.Before you start
- Get the exact complaint: which record, which page, which teammate.
- Confirm the record exists by opening it from an admin account.
The three checks, in order
1
Check the role
Open the teammate’s role in Settings > Team & Permissions. Does the
role’s matrix include View for the resource at all? A role without
View on Tasks hides every task, on every property.
2
Check property access
Roles restrict property scope: “Restrict which properties this role can
see and act on. Empty selection = all properties.” Confirm the property is
in a group the role can see, and review the member’s Override property
groups setting for per-person exceptions.
3
Check deliberate restrictions
Narrower controls can hide records on purpose — task visibility set to
Assigned tasks only, and department permissions that scope work to a
team. Confirm whether the restriction is intentional before changing it.
Fix at the right layer
Change the narrowest setting that explains the complaint. Widening a role grants the change to everyone holding it; an Override property groups exception affects one person. After the change, ask the teammate to sign in again and open the record.When to escalate
If all three checks pass and the record is still invisible, escalate to support with what you ruled out — the role, the property access, and the deliberate restrictions you reviewed. That evidence turns a settings hunt into a support case.Common problems
A field worker sees no tasks in the mobile app
A field worker sees no tasks in the mobile app
Review task visibility (Assigned tasks only shows only their assignments) and confirm their
shifts and department cover the visits in question.
A manager sees some properties but not others
A manager sees some properties but not others
Their role’s property groups exclude the missing properties. Add the property to a visible group
or set a member-level override.
Access looks right but the page is still empty
Access looks right but the page is still empty
Ask the teammate to sign in again — role changes apply on the next session — and re-test from
their account, not yours.