Change a user’s access level (seat)

In Settings → User Roles, there are two different controls that affect access:

Seat (Owner / Admin / Office / Creator / Field / Viewer / Client): the user’s access level preset for what they can do in the account.
Role (ADMIN / MANAGER / USER): a separate setting used by some parts of the system to allow or block admin/manager actions.

If you change the wrong one, the person may still be blocked (or may get access you didn’t intend).

Task index

Change a user’s Seat (access level preset)
Fix “they still can’t see it” after an access change

Change a user’s Seat (access level preset)

When to use this

You want to change what the person can do in the app (their access level).
They changed jobs (field → office, office → admin, etc.).

What you need first

Permission to manage users.

Steps

1. Open Settings → User Roles. 2. Find the user. 3. In the Seat column, select the new seat preset (for example Field, Office, Admin). 4. If you select Client:

Choose Edit access and set which Companies they can see.

What happens next

Their allowed screens and actions update based on the new seat preset.
They may need to refresh the app (or sign out/in) to see menu changes.

Fix “they still can’t see it” after an access change

When to use this

You changed access, but the person still can’t see a screen or can’t do an action.

Steps

1. Confirm the user is Active in Settings → User Roles. 2. Confirm the Seat is correct (access level preset). 3. If the user is Client seat:

4. If they’re still blocked and it looks like an admin/manager permission issue, also check Role:

5. Have the user refresh the app (or sign out/in). 5. If the issue is about sign-in setup (not access), use:

Confirm at least one Company is selected under Edit access.
See [Change a user’s role (ADMIN / MANAGER / USER)](change-a-users-role.md)
[Accept an invite and create a password](../../../account/shared/invites/accept-an-invite-and-create-a-password.md)
[Resend or replace an invite](resend-or-replace-an-expired-invite.md)

Failure and recovery matrix

| Problem you see | What it means | Immediate fix steps | When to escalate | |---|---|---|---| | You changed Seat but nothing changed for them | They may need a refresh, or something else (like Role) is blocking a specific action. | Refresh/sign out+in. If still blocked, confirm the seat is correct; if it’s an admin/manager action, check Role. | Escalate if you’re not allowed to change seat/role. | | You changed Role but they still can’t do the work | Their Seat preset doesn’t grant the needed access. | Set the correct Seat (Field/Office/Admin/etc.). | Escalate if you don’t know which seat is required for the task. | | You set Client seat and they can’t see anything | Client users must be scoped to companies. | Use Edit access and select the correct Companies. | Escalate if the needed company isn’t in the list. | | You tried to set Owner seat and it failed | The account may already have an owner seat assigned. | Use Admin seat instead, or confirm who should be the single owner. | Escalate to account leadership before changing ownership access. | | “Edit access” is missing | You don’t have permission (or the permissions UI is disabled). | Ask an admin to adjust access. | Escalate to an admin to update your access or enable the permissions UI. | | After changes, user can’t sign in | This is a login/password issue, not a seat/role issue. | Use Forgot password? or resend/replace the invite. | Escalate if sign-in fails for multiple users. |

Change alignment notes

Confirmed in system behavior: Role and Seat are separate controls in Settings → User Roles.
Confirmed in system behavior: Role values are ADMIN, MANAGER, and USER.
Confirmed in system behavior: Seat preset options include OWNER, ADMIN, OFFICE, CREATOR, FIELD, VIEWER, and CLIENT; client access can be scoped to companies via Edit access.