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Access Troubleshooting for Team Members

Published · Last updated: May 2026 · 4 min read

Who this is for

Team members who cannot access something they expect to be able to access, and Owners/Admins helping them troubleshoot.

What you will complete

Diagnose and fix the most common access problems: wrong role, pending invitation, session issues, and missing organization membership.

Common problem 1: "I cannot see a menu item or feature"

Symptom: A team member says "I don't have the Servers menu" or "I cannot see the Audit Log."

Cause: The feature requires a higher role than the member currently has.

How to diagnose:

  1. Owner or Admin goes to Team Members.
  2. Find the member and check their current role.
  3. Compare the role against the permission matrix in KB-09-02.

Fix:

  1. If the member needs a higher role: click Edit next to their name and select the new role. Save.
  2. Ask the member to refresh their browser: role changes take effect immediately.

Common problem 2: "I accepted the invite but cannot log in"

Symptom: A new member accepted their invite email but sees an error or is stuck on a blank page.

Cause (A): The invite link has expired. Invites expire after 48 hours.

Cause (B): The member signed up with a different email than the one the invite was sent to.

Fix for expired invite:

  1. Owner goes to Team Members.
  2. Find the pending member entry and click Resend Invite.
  3. The member receives a new invite link valid for 48 hours.

Fix for wrong email:

  1. Confirm with the member what email address they signed up with.
  2. If it differs from the invite email, the Owner must remove the incorrect invite and send a new one to the correct email.

Common problem 3: "I am a Member but I cannot deploy"

Symptom: A Member tries to deploy a site but sees a permission error.

Cause: Deploy operations (site deploy, rollback) are within Member scope, but the specific action may require a permission that is restricted.

How to diagnose:

  1. Check the exact error message: it usually names the specific action that failed.
  2. Verify the member's role is Member or above (not Viewer).

Common fix: If the error is about a specific operation, check whether the Owner has restricted that operation type globally. Some organizations lock down deployments to Admin-only via AI Pilot's operation controls, which can also affect manual operations.

Common problem 4: "I can see the dashboard but all servers show errors"

Symptom: A team member logs in successfully but every server card shows an error or "Access Denied."

Cause: The member's organization membership may not have fully synced after joining.

Fix: Ask the member to log out completely, clear browser cache, and log back in. If the problem persists, the Owner should check the member's status in Team Members, the entry should show as Active, not Pending.

Common problem 5: "I was an Admin but now I only have Viewer access"

Symptom: A member's permissions changed without them doing anything.

Cause: Another Owner or Admin changed their role.

Fix: The Owner can restore the correct role under Team Members. Check the Audit Log to see who changed the role and when.

What success looks like

  • After a role change, the member refreshes their browser and can access the expected features.
  • After a re-sent invite, the member successfully joins and can log in.
  • The member's role in Team Members matches what they need.

Common errors and fixes

"I cannot find the member in Team Members" Cause: The member may have been removed from the organization, or they joined under a different email. Fix: Ask the member what email they use. Search by that email.

"The Resend Invite button is not visible" Cause: The invitation was already accepted. The member is fully joined. Fix: The member already has access, the issue is a login or session problem. See KB-09-05.

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