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FAQ - Why can't I see a particular document/tab/branch/record?


There might be occasions where you're looking for a particular item (document/tab/branch/record) but you just can't seem to find it. The most likely reason would be because the item is an file which your role does not allow you to view. A user's assigned roles and permissions dictate what a user is/isn't allowed to access.

The first thing you should consider when troubleshooting is whether or not you should be able to see the particular document. It be a case where the document was uploaded as the wrong document type but in the case where you're not supposed to see that particular document type, it would be advisable to communicate with your account administrator to find out about your permissions level.

If you are the account administrator, you can go into the account settings and alter what roles a user has. To do so, please follow the below steps:


1. Login and navigate to the Usernames and Passwords page via the Settings drop down on the top right hand corner



2. Please select the required user from the list of available users



3. Click on Access Control to view the Roles/Permissions tab



4. If you click on Edit, you'll then be able to tick or untick any roles you want this particular user to have.





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