Why can’t a user see certain data or features?
If a user reports they cannot see a campaign, lead, button, or feature, the cause is almost always a missing permission or visibility rule.
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Troubleshooting missing access issues
If a user reports they cannot see a campaign, lead, button, or feature, the cause is almost always a missing permission or visibility rule. This article helps you diagnose and fix access problems quickly.
If you need instructions for creating a user, see:
“How do I create new users?”
1. Check campaign access first
Table of Contents
If a user cannot see a campaign:
Go to Account → Users → Campaign access
Ensure the campaign is enabled
Standard users have zero campaign access until granted
Archived campaigns will not appear for them
No campaign access = no leads, no pages, no templates from that campaign.
2. Check user permissions
Open: Account → Users → Permissions
Ask:
Can the user view leads assigned to others?
Can they view comments, history, files?
Can they edit statuses or assignees?
Can they access dashboards?
Are they allowed to edit their own calendar availability?
Missing permissions → missing features.
3. Check for hidden leads (very common)
Users may believe data is missing when it’s simply filtered out.
Common causes:
Lead table is set to Hide leads with these statuses
A saved filter is being applied
A campaign filter is hiding leads
Viewing only “Assigned to me”
Calendar shows only “Assigned events only”
Resetting filters usually resolves the issue.
4. Check resource-based visibility (Calendar)
If a user can’t see events:
Ensure they have access to the calendar resources
Verify the resource is not private (Outlook/Google imported events)
Check if events are assigned to the user
Ensure the user is allowed to see transits, if relevant
If the calendar is externally synced, confirm it is correctly linked.
5. Check action/feature limitations
The user may not see:
Automations → if “Manage automations” is disabled
Templates → if they lack “Edit templates”
Pages → if they lack “Edit webpages”
Bookings → if they lack calendar rights
Sensitive fields → if hidden due to permission rules
6. Check role limitations
Standard users cannot:
Manage other users
Change account-level settings
Configure integrations
Access all campaigns automatically
Admin users can do all of these.
7. When a user sees nothing
If the dashboard is empty:
They may not have accepted the invitation
Their email may not match the created user
They may not be assigned to any campaigns
All default permissions may be disabled
They may be using a blocked or inactive account
Summary
A user typically cannot see something because:
Campaign access is missing
Permissions are missing
A filter or visibility rule is hiding data
Calendar access is restricted
External calendar sync is not linked
Their role (Standard vs Admin) limits access
Review these areas to resolve most access issues in seconds.
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