Account and access troubleshooting
Fix login, team access, and plan entitlement issues for your agency workspace.
Problem
A teammate cannot sign in, cannot open a feature, or sees access errors after a plan or role change.
Cause
- Wrong workspace or email account
- Role or permission does not include the area
- Subscription or plan entitlement does not include the feature
- Invite not accepted or user deactivated
Solution
- Confirm the user opens the correct agency workspace with the invited email
- Review role permissions for Messages, Settings, Billing, and AI
- Check Settings → Billing for plan access and seat availability
- Resend or renew the invite; re-enable the user if deactivated
When to contact support
Contact support if Billing shows an active plan but entitled features stay locked after a refresh, or if login fails for every admin on the agency.
Next step
Jump to another problem area if this guide did not resolve the issue.
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