Find the symptom in the section for its topic: invitations, member access, tasks, activity or chat. Each row gives the cause and what to do. Only the team owner invites, changes permissions and chooses each member's clients; if you're a member, ask the owner for the change.
Invitations and joining the team
| Symptom | Cause | What to do |
|---|---|---|
| I can't see the Invite button. | Only the owner invites. The button also disappears when the team is inactive, when it has more members than the plan allows and when every seat is taken, by active members and by email invitations not yet accepted: on the Team page, the Seats field shows, for example, “1 of 1”. | To free a seat, cancel an invitation not yet accepted (in the ⋮ menu of its dashed card, Cancel invitation) or remove a member. To get more seats, upgrade your plan. If you're on the plan with the most seats, contact support (see “If this did not solve it”). |
| The invitation didn't reach the person's email. | The email went to spam, or the address is wrong. | Ask the person to check their spam folder. If the address on the invitation card is correct, open the invitation's ⋮ menu and select Resend invitation: another email goes out and the invitation is valid for 7 days again. If it's wrong, cancel the invitation and invite the correct address. You can also create a link in Invite > Share Link > Generate link and send it another way. |
| The person sees “Different email”. | The invitation was sent to one email and the person is signed in with an account that has another email. | The person signs out and signs in with the invited email, or creates an account with it. An invitation link doesn't depend on the email. |
| The person sees “Professionals only”. | The person is signed in with a client account. Only professional accounts can join a team. | The person opens the invitation with a professional account. |
| The person sees “Link exhausted”. | Each invitation link works for one person only, and someone has already used it. | Create another link and send it. |
| The person sees “Team full”. | When the person accepted, the active members already filled every seat. That invitation is deleted. | Remove a member or upgrade your plan, and send a new invitation. |
The seats in each plan are in How many members a team can have on each plan. The other invitation screens and messages, such as “Invitation expired”, are in The team invitation does not arrive or shows an error.
Member access
| Symptom | Cause | What to do |
|---|---|---|
| The member can't see a menu item, or a page shows “No permission to access”. | The member doesn't have View in that area. When you change the permissions, their menu and pages only change after they reload the page. In the team's workspace, Courses never appears to a member. | In the ⋮ menu on the member's card, select Edit permissions, open Customize by area, turn on View in that area and select Save. Then the member reloads the page. |
| The member sees no clients, or only some. | In Client access, the member is set to Specific clients and only sees the clients chosen for them. With none chosen, their profile says “No clients assigned”. If not even the Clients item appears in the menu, they are missing View in Clients. | Choose their clients, or give them All clients, with the steps after the table. For the Clients item, turn on View in Clients for them. |
| I lost access to the team, or the “Workspace access revoked” or “This workspace is inactive because its paid plan ended.” notice appeared. | You were removed, the owner dissolved the team, or the team became inactive because the owner's plan no longer includes teams. The dashboard goes back to your personal workspace. | Talk to the team owner. After you are removed, or with the team dissolved, you only come back with a new invitation. With the team inactive, you get access again when the owner returns to a plan with teams. |
| The workspace switcher doesn't appear. | The switcher, at the start of the side menu, only appears when you have more than one workspace: your own and at least one active team you're a member of. An owner who isn't a member of another team never sees it. | If you're a member and the switcher disappeared, you lost access to the team: see the previous row. |
The “No permission to access” screen and each member's menu items are in “No permission to access” and menu items missing for a member. What happens to a team that is inactive, or has more members than the plan allows, is in the article about an inactive team or one with too many members.
To choose the clients a member sees (only the owner does this):
- In the side menu, select Team.
- On the member's card, open the ⋮ menu and select Manage client access. Right-clicking the card opens the same menu.
- Choose All clients or Specific clients.
- If you chose Specific clients, select each client the member works with. The list shows your active clients and your scheduled ones.
- Select Save.
“Client access updated” appears and the member's card now says “All clients” or the number of clients chosen. The member sees the new clients the next time their list loads; if they already had it open, they reload the page.
Tasks
| Symptom | Cause | What to do |
|---|---|---|
| The Tasks tab shows “Couldn't load the tasks.” | The internet connection failed, the server didn't respond, or the team is inactive. With the team inactive, the Team tab shows “Your team is inactive”. | Select Try again. With the team inactive, the board comes back when the owner returns to a plan with teams. |
| When I open Tasks, “You don't have permission to do this in this team.” appears and I only see some tasks. | You're a member and you don't have View all in Tasks. Without that permission you only see the tasks you're responsible for, and the board can't load the list of team members. | To see all the tasks, ask the owner for View all in Tasks. Without it, the notice repeats each time you load the page and open the tab. |
| I completed a task by dragging it to Done and nobody was notified. | Dragging the card changes the column and saves who completed it, but doesn't notify the owner or whoever created the task, and leaves no entry in the team activity. The Complete button in the task window notifies and logs it. | Open the task and select Reopen. Then open it again and select Complete. |
Activity
| Symptom | Cause | What to do |
|---|---|---|
| The team activity page shows “No access”, or I can't see the Export CSV button. | You're a member and, in Activity, you're missing the View history permission to see the page or Export CSV to export. On a phone, the export button shows only the icon. | Ask the owner for the permission you need. |
| Entries are missing from the activity. | Entries are only kept for 90 days: every day, a service deletes the oldest ones. The owner, and anyone with Delete entries in Activity, also delete entries, and that leaves no trace. Some actions are never logged, such as archiving a task or completing it by dragging the card. | To keep a copy, export with Export CSV before the entries are 90 days old. If you don't want a member to delete entries, open Edit permissions > Customize by area on their card, turn off Delete entries in Activity and select Save. |
| The exported file has fewer rows than I expected, or includes rows I had filtered out. | Export CSV takes the team's whole log, without the search, the filters or the order on screen, up to the 50,000 most recent rows. Anything older than 90 days no longer exists. | Filter the file in your spreadsheet, for example by the Member or Email column. |
Chat
| Symptom | Cause | What to do |
|---|---|---|
| I select Message on a colleague's profile, or Send message on the owner's profile, and “You don't have permission for this action.” appears. | You don't have Send messages in Chat. Without that permission the conversation isn't created and the profile stays open. If you also don't have View in Chat, the page shows “No permission to access”. | Ask the owner to turn on Send messages in Chat for you. |
| I can't see the Team chat button. | The button only appears with the team active and, for a member, only with View in Chat. On a phone, it shows only the icon. | Ask the owner for View in Chat. With the team inactive, the button comes back when the owner returns to a plan with teams. |
If this did not solve it
Contact support and send:
- your account email and the name of the team;
- whether you're the owner or a member of the team;
- the page you were on and the exact message that appeared;
- the day and time it happened.
Don't send the full link of an invitation: an invitation link lets the first professional who uses it join the team.