> ## Documentation Index
> Fetch the complete documentation index at: https://docs.trellistech.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot access and visibility

> Diagnose "why can't I see this?" questions in order: role, property access, then deliberate restrictions

## 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

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Related articles

* [Choose roles and property access](/guides/roles-and-property-access)
* [Understand the five action classes](/guides/safe-operations-foundation)
* [Settings & Admin](/platform/settings)