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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 Settings → 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 Settings → 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 Settings → 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 Settings → 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 Settings → Team Members matches what they need.

Common errors and fixes

"I cannot find the member in Settings → 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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