What you can see on the platform is decided by permission type, department hierarchy and My Team. Below you'll find our most asked questions about user access.
Q: I am the platform owner, and I do not see any users. How do I fix this?
A: To view all users on the platform, you most be in the top department. If this access is lost, it can either be due to a manual change by another admin, or your integration. to fix this, do the following:
Ensure that you are in the top department by looking at your department information on your platform; if not, proceed to step two.
Check if you have an active integration and make sure you are on the exclude list, if active.
Ask another admin to change your profile settings, or contact [email protected].
If you are in the correct department, then it might be caused by your permission type. This happens if you have more than one permission, and one of them has the user access called "direct hierarchy". When enabled on your user, you can only see users that you have in your team. If no users are in your team, then no one will show on your platform. To correct this, you can remove all permission, except the Owner permission, and then you should be able to view users again.
Q: My permission type and department are correct, but there is information I still cannot see.
A: If you recently changes permission type or department, then you need to log out and in again for the changes to show. If you did this already and nothing happens, you should reach out to our support.
Q: How do I know what it is like navigating as a user who does not have the same access as I do?
A: To understand how other users in your platform are navigating, it is recommended that you create yourself on the platform with a test email and the same department and permissions as the users you need to understand. You can change this later on if new scenarios need to be tested.
Quick tip💡 When testing on your test user, make sure that you have excluded them from your integration if it it active and is set to deactivate users.
Q: What is the difference between a department, a job profile and a permission?
A: Your department decides who you can see on the platform, while the permission type decides which features you have access to. Job profile does not grant you more access to users or features, but you can use it for creating rules in a sharing.