Use this article if
A user cannot see the Users page.
A user cannot manage screens, dashboards, targets, competitions, rewards or settings.
A user cannot see data they should have access to.
A manager needs access to a module, such as Screens.
A user lost access after their role was changed.
You are unsure whether the issue is caused by role, team, license, privacy settings or login status.
Don't use this article if you only want to understand what each role means. In that case, read Description of different user accesses.
Don't use this article if you already know which access to assign and only need the steps to update it. In that case, read How to change user access?
Role
Company Administrators and Account Owners can change any user's access.
User Administrators can manage users and access within their assigned teams only.
Plan
Available on all plans.
In short
Most access problems are caused by one of five things:
The user has the wrong role.
The user has the right role, but for the wrong team or scope.
The user has a role combination that doesn't work as expected.
A privacy setting limits what the user can see of other users.
The issue isn't actually an access issue, but a license, Pending user, login or team-assignment issue.
Start by checking:
What the user is trying to do.
Which role that feature requires.
Which team or scope the user should have access to.
Whether a privacy setting applies.
Whether the user is active, Pending or deactivated.
Start here: what is the user trying to do?
If the user cannot... | Roles that have this access |
See or manage users | User Administrator (assigned teams only), Company Administrator, Account Owner |
Add, deactivate or edit users | User Administrator (assigned teams only), Company Administrator, Account Owner |
Manage screens, playlists or slides | Screen Administrator, Company Administrator, Account Owner. Managers can create, edit and delete slides and playlists if Manager can manage screen content is turned on. |
Create or edit targets | Target Administrator, Company Administrator, Account Owner. Managers can create and edit targets for their team. |
Create or edit competitions | Competition Administrator, Company Administrator, Account Owner. Managers can create competitions for their team, but can only edit competitions they created. Regular users cannot create competitions. |
Create missions or battles | All users can create their own missions and battles. Managers can create missions and battles for the users they manage. Company Administrators can create them for anyone. |
Create or edit achievements | Achievement Administrator, Company Administrator |
Manage rewards or coins | Reward Administrator, Company Administrator, Account Owner. Managers can approve or deny reward requests from users in their team if Manager can approve rewards is turned on. |
View dashboards | All users |
Edit dashboards | Company Administrator, Account Owner. Managers can create, edit and delete widgets on dashboards they have access to if Manager can manage dashboards is turned on. |
See other users' data, scorecards or gamification details | Company Administrators, Account Owners and Statistic Administrators can always see all users' data. For other roles, visibility depends on the privacy settings. See issue 6. |
View, import or export reports | Statistic Administrator (all users), Manager (users they manage), Company Administrator, Account Owner |
Access Settings, Metrics, XP, Activity Types, Activity Flows, Scorecard or feeds | Company Administrator and Account Owner only |
Manage account licenses or subscription | Account Owner only |
Log in at all | Check whether the user is Pending or deactivated, or has a license, password or SSO issue |
A Company Administrator can turn on the Manager permissions above under Manage → Settings → Privacy, on the Users, Admins & Managers tab.
Common access issues and how to fix them
1. A user cannot see or manage other users
Only users with user-management access can see and manage the user list, including resending invites or password reset links. If a user sees no users at all, they don't have this access.
To fix it:
Decide the correct scope. If the user only needs to manage people in specific teams, assign the User Administrator role for those teams.
If the user needs company-wide user management, assign the Company Administrator role.
Save, and ask the user to reopen the Users list.
If you are not an admin yourself, ask an admin in your account to grant you the access you need.
2. How do I resend an invite or password link to a user?
You resend an invite from the active users list. You need user-management access to do this.
Go to the Users list in SalesScreen.
Search for the user.
Use the option to resend the password reset / change link.
If you cannot see any users, you don't have the required access yet. See issue 1.
3. A manager needs to control what is shown on a screen
A Manager can be allowed to manage screen content without becoming a Company Administrator.
Go to Manage → Settings → Privacy.
Open the Users, Admins & Managers tab.
Turn on Manager can manage screen content.
Managers can then create, edit and delete slides and playlists they have access to.
If the Manager needs to do more than manage slides and playlists, contact SalesScreen Support before changing the user's roles. Removing the Manager role also removes the user's access to team competitions, targets, missions, battles and reports.
4. A user lost access after new roles were added
Company Administrator is a full-access role. It cannot be combined with, or limited by, module roles such as Achievement Administrator or Screen Administrator. If you give a Company Administrator a module role, they may lose the full access they had before.
To fix it:
Compare the user's access before and after the change.
If the user needs to do everything, such as editing users, managing settings, adding mappings and creating achievements, assign Company Administrator only.
If the user only needs specific modules, assign the module roles they need instead.
If Company Administrator doesn't appear as an option, ask an Account Owner or Company Administrator to assign it. Not all admins can grant Company Administrator.
5. A new user cannot log in and shows as Pending
If a newly added user cannot log in, the cause is usually licenses, not roles. A user becomes Pending when they are added (manually, through the API or through an integration) and there are no available licenses.
To fix it:
Go to Manage → Users → Pending to check whether the user is Pending.
If there are no available licenses, an Account Owner must add more. Only Account Owners can buy licenses.
Once licenses are available, an Account Owner, Company Administrator or User Administrator can activate the user and assign them to a team.
Pending users are not billed. If a Pending user is not activated within 2 weeks, SalesScreen deactivates them automatically.
See What is a Pending user, and how do I activate one? for full details.
6. A user or manager cannot see other users' data or gamification details
What users, admins and Managers can see of other users is controlled by privacy settings, not only by roles. A Company Administrator manages these settings under Manage → Settings → Privacy, on the Users, Admins & Managers tab.
Company Administrators, Account Owners and Statistic Administrators always have access to all users' data, regardless of these settings. The privacy settings apply to Managers, module administrators and regular users.
There are two groups of settings.
Gamification elements
The gamification elements are Achievements, Battles, Competitions, Endorsements and Rewards. The settings Admins and Managers can view gamification elements for and Users can view gamification elements for affect:
Area | What the setting affects |
Profile page | Users can always see the Overview page of another user's profile, unless profile pages are disabled. Gamification details on the profile follow the privacy setting. |
Achievements | Which users' leaderboards and statistics are visible. |
Battles | Which users' leaderboards and statistics are visible. |
Competitions and Rewards | No impact. Users only see their own information on these pages. |
Endorsements | No impact. |
Data elements
Data elements are the user data shown across SalesScreen. The settings Admins and Managers can view data elements for and Users can view data elements for affect:
Area | What the setting affects |
Profile page – Key Metrics tab | Whose Key Metrics tab can be opened. |
Profile page – Scorecard tab | Whose Scorecard tab can be opened. |
Competitions (admins and Managers) | Which competitions are visible. |
Competitions (regular users) | Not affected. Regular users only see competitions they participate in. |
For admins and Managers, the competition options are:
Users in the team(s) they manage: competitions that include users they manage.
Users in the same department(s) as the team(s) they manage: competitions that include users from the departments of the teams they manage.
All users: all competitions.
To fix it:
Confirm what the user is trying to see: a profile tab, a leaderboard or a competition.
Go to Manage → Settings → Privacy and open the Users, Admins & Managers tab.
Check the setting for the user's role, either admins and Managers or users.
Adjust the setting if needed, and ask the user to refresh the page.
If a regular user cannot see a competition, check whether they are a participant. The privacy settings don't change this.
Role vs team: what's the difference?
Role = what a user is allowed to do, for example Manager, Screen Administrator or Company Administrator.
Team = which part of the organization the user belongs to and can see.
When troubleshooting, check both, but keep them separate. Adding someone to a team is not the same as giving them a role.
A practical example
A team leader wants to show their team's competition on the office screen.
The team leader has the Manager role.
A Company Administrator turns on Manager can manage screen content under Manage → Settings → Privacy.
The team leader can now add the competition to a slide and playlist, keeps their Manager access and doesn't need to become a Company Administrator.
The principle: solve the specific gap with the smallest access change that works.
Best practices for managing access
Review user roles regularly to make sure they still match what each person needs.
Give users the lowest access that lets them do their job.
Keep high-level roles (Company Administrator and Account Owner) limited to a few trusted people.
Before adding a module role, note the user's current access. Company Administrator cannot be combined with module roles.
Use the Manager permissions under Privacy before giving a Manager a higher role.
Document role changes so access stays understandable and accountable.
Frequently asked questions
Why can't I see any users?
You don't have user-management access. Ask an admin in your account to give you User Administrator access for your teams, or Company Administrator access for company-wide user management.
Can a Manager create competitions and targets?
Yes, for their own team. Managers can create competitions for their team, but can only edit competitions they created. Managers can also create and edit targets for their team.
How can a Manager control what is shown on a screen?
A Company Administrator can turn on Manager can manage screen content under Manage → Settings → Privacy, on the Users, Admins & Managers tab. Managers can then create, edit and delete slides and playlists they have access to.
Who can edit dashboards?
Company Administrators and Account Owners. Managers can create, edit and delete widgets on dashboards they have access to if a Company Administrator turns on Manager can manage dashboards under Manage → Settings → Privacy. All users can view dashboards.
Why can't a Manager see some competitions or other users' scorecards?
Visibility is controlled by privacy settings, not only by roles. Company Administrators, Account Owners and Statistic Administrators always see all users' data. For Managers, a Company Administrator can check Admins and Managers can view data elements for under Manage → Settings → Privacy. Regular users only see competitions they participate in, regardless of these settings.
I added a new role and the user lost other access. Why?
Company Administrator is a full-access role and cannot be combined with module roles. If the user needs full access, assign Company Administrator only. If they only need specific modules, assign module roles instead.
A new user can't log in. Is that a role issue?
Usually not. If the user is Pending, there were no available licenses when they were added. Check Manage → Users → Pending. Pending users are deactivated automatically after 2 weeks if they are not activated.