Role: Company Admin
Plan: All plans
Prerequisites
You are logged in as a Company Admin
The user already exists in SalesScreen
You know which team, office or region the user should belong to
Why this happens
A user's team assignment controls where they appear across SalesScreen. When a user is on the wrong team, it usually means one of the following:
The user was added to the wrong team when they were created
The organization was restructured, but the assignment was not updated
The user is controlled by an integration (Azure, CRM or API) that sets the wrong team
Keep in mind the difference between team membership and access/role. Team membership decides which team's data the user counts toward and appears in. The role decides what the user is allowed to see and do. A user can have the correct role but still be on the wrong team.
Step-by-step: check and reassign the user's team
Step 1 – Check which team the user is in. Click Manage in the bottom-left corner, go to Users under the "Active" tab, find the user, and open their profile to see the current team assignment.
Step 2 – Reassign the user. In the profile, change the team to the correct team, office or region, then save. The user counts toward the new team going forward.
Step 3 – Decide whether historical data must move. Reassigning affects data going forward. If past activity, sales or points must follow the user to the new team, use Move Reports so historical data is attributed to the correct team in reports, dashboards and competitions.
Step 4 – Ask the user to log out and back in. This refreshes their view so the correct team, feed and dashboards load.
How the wrong team affects the rest of SalesScreen
A wrong team assignment can make the user appear in the wrong place in reports and dashboards, count toward the wrong team on screens and feeds, and be included in or excluded from the wrong competitions and targets. Fixing the assignment resolves these downstream effects.
What if this doesn't work?
The user is back on the wrong team after you fixed it. They are likely controlled by an integration. Check whether the source system (Azure, CRM or API) sets the team, and correct it there.
Historical numbers still show under the old team. Reassigning only affects data going forward. Use Move Reports to move historical data.
The user still sees the wrong data after reassignment. Ask them to log out and back in. If it persists, the cause may be integration mapping or an incorrect external ID, not the team assignment.
Still stuck? Contact SalesScreen Support and include the user's name, the current team, the correct team, and whether the user is created manually or synced from an integration.