Overview:
Resolve frequent problems—clients unable to see data, too much access, or permission conflicts—using these diagnostic steps.
Steps to Diagnose & Fix:
Verify Role Assignment
Confirm the contact has the Customer role under their profile.
Check Login Status
Ensure Login Allowed? is toggled on.
Review Module Permissions
In Settings → Roles & Permissions, inspect the Customer role’s toggles.
Look for Overrides
In the client’s Permissions tab, clear any unintended overrides.
Test with a Sample Contact
Create a test user with the same role and log in to reproduce the issue.
Tips & Best Practices:
Use audit logs under Settings → Audit Logs to track permission changes.
Communicate permission changes to your support and account teams.
Keep a “sandbox” test client for safe troubleshooting.
Troubleshooting / FAQs:
Client still sees internal data: You may need to restrict “All” views to “Owned” in the role settings.
Permissions seem to revert: Check for automation or onboarding scripts that reset roles.
Unable to edit roles: You need “Manage Roles & Permissions” admin rights.