Members & access

Members and their access are managed under Administrative → Members / Roles. Problems here are usually one of three: an invite that went to spam, a role change that needs a fresh sign-in to take effect, or a permission scope narrower than someone expects.

”An invitation email didn’t arrive”

What you saw: you invited a teammate and they say nothing showed up.

What it means: the email is in spam, the address has a typo, or the invite window lapsed.

What to do:

1. Confirm the email under Administrative → Members / Roles → [their row].
2. Ask them to check Spam, Promotions, and All Mail.
3. Resend the invite from their row.
4. If your firm’s email domain is new, its reputation may be flagging automated mail — your admin can check the firm’s email settings under Administrative.

”I changed someone’s role but they still see the old access”

What you saw: you changed a teammate’s role but they report seeing the same pages as before.

What it means: their current session still carries the old role. The change applies on their next sign-in.

What to do: have them sign out and back in at <yourhost>/login. If you need it to take effect immediately, revoke their active sessions from their row under Administrative → Members / Roles — that signs them out at once, and the new role applies when they return.

”A teammate is missing a page or field they should see”

What you saw: someone can’t see a client, a tab, or a field you’d expect their role to include.

What it means: their access scope is narrower than the work needs — a role or per-section permission is restricting them.

What to do:

1. Open Administrative → Members / Roles → [their row].
2. Check their role and any per-section permissions.
3. Widen the scope to match what they need. Some firms restrict sensitive fields (like SSNs) to attorneys only — that’s deliberate, not a bug.

Start narrow, promote later

It’s easier to promote someone than to walk back access they shouldn’t have had. Start a teammate one notch lower than you think they need and widen once you see their work.

”I removed a member but their work is still here”

What you saw: you revoked a teammate’s access, but the notes they wrote and clients they touched are still in the workspace.

What it means: expected behavior. Removing a member takes away their access — it doesn’t delete their work, which belongs to the firm.

What to do: nothing. That’s how it should work. If you need their past work re-attributed to someone else, open a Help & support ticket.

Handle in-app vs. open a ticket

• Invite not arriving — resend, check spam, confirm the address.
• Role change not taking effect — revoke sessions in-app.
• Permission gap — adjust the role or per-section permissions.
• Lost sole owner (the only owner left the firm without handing over) — open a Help & support ticket so ownership can be reassigned with proof of authority.