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 role problems. Check which role the feature requires, then give the user the smallest access that covers it. Be aware that some roles cannot be freely combined: in particular, the Manager role can limit which additional accesses you can assign.
Before you start
To fix access issues you need:
Company Administrator or Account Owner access, or User Administrator access for the relevant teams
To know which feature the user is trying to reach (dashboard, screen, user list, achievements, and so on)
To know the user’s current role, so you can make the smallest change that solves the problem
If you are unsure who the right admin is for your account, another admin listed under Subscription Management can help.
Common access issues and how to fix them
1. A user cannot see or manage other users
Only users with user-management access can view and manage the user list, including resending invites or password reset links. If a user sees no users at all, they lack this access.
To fix it:
Decide the correct scope. If they only need to manage people in specific teams, assign the User Administrator role for those teams.
If they need company-wide user management, assign Company (Company Administrator) access.
Save, and ask the user to reopen the Users list.
If you are not an admin yourself, ask an account admin to confirm and grant the access you should have.
2. How do I resend an invite or password link to a user?
Resending an invite is done from the active users list, but you must have user-management access to do it.
To do it:
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 do not have the required access yet (see issue 1).
3. A team manager needs screen access, but only "Company" admin is offered
This is a common situation. When a user has the Manager role, SalesScreen may only let you add Top Level (Company) admin rights, and block the more granular accesses such as Screen.
To give screen access without full company admin:
Open the user’s profile in SalesScreen.
Turn off the Manager role temporarily.
Assign the specific Screen access needed.
Reassess whether the user still needs the Manager role, or whether the new access setup covers what they do day-to-day.
This is a current limitation: the Manager role cannot always be combined freely with granular module accesses. If the user genuinely needs both Manager capabilities and a module role, contact SalesScreen Support so we can advise on the best setup.
4. A user lost access (for example editing users or settings) after new roles were added
Adding granular module roles (for example Achievement access) can remove higher-level access the user had before, such as Company. The two do not always stack.
To fix it:
Compare the user’s access before and after the change.
If they need to do everything (edit users, manage settings, add mappings, create achievements), assign Company access, which includes these capabilities.
If Company access does not appear as an option, ask an Account Owner or Company Administrator to set it, as not all admins can grant Company level.
If the user needs full capability, Company access is usually the correct single role, rather than a mix of smaller roles.
5. A new user cannot log in and shows as Pending
If a newly added user cannot log in, the issue may be licenses rather than roles.
To fix it:
Go to Manage → Users → Pending to check whether the user is Pending.
If there were no available licenses, an Account Owner must add more.
Once licenses are available, activate the user and assign them to a team.
See the Pending users article for full details.
Role vs team – what's the difference?
Role = what a user is allowed to do (Manager, Screen Administrator, Company Administrator, and so on).
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 needs to show their team’s competition on the office screen:
They already have the Manager role.
When you open their profile, SalesScreen only offers Top Level (Company) admin, not Screen access on its own.
You turn off the Manager role, add Screen access, and then decide whether they still need Manager.
The user can now control the screen without being given full company admin.
The principle: solve the specific gap with the smallest workable access change, and be aware of role combinations that the system does not currently allow.
Best practices for managing access
Regularly review user roles to make sure they still match what each person needs.
Use the lowest access that lets the user do their job.
Keep high-level roles (Company Administrator, Account Owner, Executive Administrator) limited to a few trusted people.
Before adding a granular role, note the user’s current access, since some combinations replace rather than add.
Document role changes so access stays understandable and accountable.
Frequently asked questions
Why can’t I see any users?
You do not have user-management access. Ask an account admin to grant you User Administrator access for your teams, or Company access for company-wide management.
Why can I only give a Manager full "Company" admin?
The Manager role cannot always be combined with granular accesses. To assign a specific access like Screen, turn off the Manager role first, then reassess whether Manager is still needed.
I added a new role and the user lost other access. Why?
Some granular roles do not stack with higher-level access like Company. If the user needs everything, assign Company access as a single role instead of combining smaller roles.
A new user can’t log in. Is that a role issue?
Not necessarily. If they are Pending, it is a license issue. Check Manage → Users → Pending.
Next steps
Read "Description of different user accesses" to understand every role in detail.
Read "What is a Pending user, and how do I activate one?" for login issues caused by licenses.
Read "How do I add a new user to SalesScreen?" when setting up new users.
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