Short answer
Every agency team member sees every client, whatever their role. If someone can't, they haven't accepted their invite, they're signed in with a different login, or the client hasn't accepted its quote yet.
- Applies to
- Agency accounts, Enfonica Console
- Who can do this
- An agency Owner
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 pageOn this page
What are you seeing?
Access in an agency isn't set per client. A team member with any role, even Viewer, sees every client on Clients. So when someone can't see a client, the cause is their invite, their login or the client.
They can't see any clients
They haven't accepted the invite
Check
Go to Team and find them. The status shows Invited until they accept, then Expired if they don't accept within 28 days.
Fix
- For Invited, open the menu next to them and select Resend. Resending doesn't extend the 28 days.
- For Expired, select Invite team member and invite them again.
Ask them to look for the invite email, with the button Accept Invite.
They're signed in with a different login
The invite belongs to the email address it was sent to. If they open it while signed in as someone else, the page says so. A login can belong to only one organisation.
Fix
They sign out and accept the invite with the email address it was sent to. If that address already belongs to another organisation, the invite page offers Yes, switch tenant, which moves the login to your agency.
They can see other clients, but not this one
The client hasn't accepted its quote
A client appears on Clients once it has a tracking site, which is created when the client accepts the quote and pays.
Check
Go to Quotes and find the client's quote. If it isn't accepted yet, nobody at your agency sees the client. To learn more, see A client didn't get the quote or setup link.
Still stuck?
Tell us which tracking site it affects and what you've tried. Our support team will reply by email.
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