---
title: "A team member can't see a client"
url: "https://calltracking.au/help/users/team-member-cant-see-client"
summary: "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."
type: troubleshooting
audience: customers
products: ["Agency accounts", "Enfonica Console"]
who_can_do_this: "An agency Owner"
---

# A team member can't see a client

**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

First check the [Enfonica status page](https://enfonica.status.io/) for a known incident.

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

**To check**, go to **Team** and find them. The status shows **Invited** until they accept, then **Expired** if they don't accept within 28 days.

**To fix it:**

- 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.

**To fix it**, 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.

**To 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](/help/agencies/quote-not-received).

## Related

- [Can team members see only some clients?](https://calltracking.au/help/agencies/team-access.md)
- [A client didn't get the quote or setup link](https://calltracking.au/help/agencies/quote-not-received.md)
- [Invite and manage team members](https://calltracking.au/docs/agencies/manage-team/)
- [Manage clients](https://calltracking.au/docs/agencies/manage-clients/)

---

Web version: https://calltracking.au/help/users/team-member-cant-see-client