Troubleshooting

You don't have permission to perform this action

Short answer

The Enfonica Console greys out anything your role doesn't allow, so ask an Owner of the account, or of your agency, to change your role. Billing has its own roles, separate from the account's.

Applies to
Enfonica Console
Who can do this
Anyone signed in to the Enfonica Console

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. A button is greyed out
  3. You can't change your own role
  4. Billing is greyed out
  5. Still stuck?
  6. Related

What are you seeing?

A button is greyed out

You do not have permission to perform this action.

Hovering over the button shows this message. Your role on the account doesn't allow the action.

Role Can
Owner Everything, including adding users and changing their roles
Editor Change everything on the account's tracking sites, but not its users
Viewer See everything, without changing anything

If you work at an agency, your agency role applies to every client in the same way.

Check

Go to Users in the sidebar, if you can see it, and find your role.

Fix

Ask an Owner to change your role. They go to Users, open the menu next to your name, select Edit roles, select the role, and select Save. For an agency team member, an agency Owner does it on Team, with Change role.

After a role changes, sign out of the Console and sign in again.

You can't change your own role

You cannot modify your own account here.

Nobody can change their own role or remove themselves.

Fix

Ask another Owner to make the change.

Billing is greyed out

Managing billing needs the Billing Owner or Editor role on this billing account.

Billing has its own roles, separate from the account's. With the Billing Viewer role, you can't open the billing portal. With no billing role at all, the message says you don't have access to the billing account.

Fix

Ask the person who signed up for Call Tracking, who's usually the Billing Owner, to manage the billing. If nobody at the business can, contact support.

Still stuck?

Contact support

Tell us which tracking site it affects and what you've tried. Our support team will reply by email.