Why a Feature Is Not Visible
If something you expect is missing, check the header location, your role, and whether the action needs a manager. Do not use another person’s login.
Troubleshooting
| What you see | Possible reason | What to do |
|---|---|---|
| Menu item is missing | Your role may not include that area, or setup is still incomplete | Ask an authorised administrator. Finish open Getting Started tasks if you are setting up the studio. |
| Page cannot be opened | Access may be restricted to certain roles | Read the role on your header menu (ADMIN on the captured account). Ask an admin if you need that page. |
| Action button is disabled | You may not be allowed to complete the action, or required fields are empty (for example Invite Member stays unavailable until required fields are filled) | Ask a manager. If you are filling a form, complete required fields first. |
| You can see a page but cannot finish an action | The change may need approval (for example some wallet credits) | Raise a request if the product offers it. |
| Another location’s data looks missing | The header location may be different | Open SELECT LOCATION. Example sites: Dublin, London. See Switching Between Locations. |
A hidden or greyed-out button is not always a permissions problem. Required fields, incomplete setup, and the wrong location can look the same.
Workflow — Missing Feature
Missing item → Check location → Check role → Contact an authorised admin
- Confirm the header location (for example Dublin).
- Open your photo and read the role (for example ADMIN for Sophie Bennett, or STAFF for Daniel Murphy).
- If you can see the page but cannot act, check whether Approval Requests applies.
- Ask an administrator to review your access on People → Members. They change roles there — you do not change your own on User profile.
Account Access Troubleshooting
I Cannot See a Menu Item
Check SELECT LOCATION, then the role on the header menu. User profile does not list permission keys. The ADMIN key list is on Checking What You Are Allowed to Do.
I Can See the Page but Cannot Perform an Action
You may only be able to view, or the action may need a manager. For wallet credits that staff cannot complete themselves, use Approval Requests.
I Am Seeing the Wrong Location
Open SELECT LOCATION. If the correct site is not listed, ask an administrator. See View & Switch Locations.
I Cannot Update My Profile
On User profile, First name, Last name, Phone number, Designation, Gender, and Date of birth can be edited, then Save changes. Email address is grey and is not edited on this page. Role is not a field here. See Updating Your Profile.
I Cannot Sign In
If the toast shows Invalid credentials, check Email and Password. Use Forgot password? if you cannot remember the password. An administrator can confirm the account is Active.