Read the exact refusal before changing anything. The same missing button can result from a role restriction, the site's state or a plan limit; each needs a different response.
Use the message to choose the next step
| Message or situation | What to check | Who can help |
|---|---|---|
| Verify your email address | Open the verification link for the identity shown, then return to the product. | You, then support if the link is unavailable. |
| Invitation waiting or expired | Accept it on the account page, or ask for it to be sent again. | Organisation administrator. |
| Product not available | Check organisation membership, product enablement and your product grant. | Organisation administrator or SmartFACT contact. |
| Only a named role can do this | Ask for that role if it belongs to your job. Owner alone does not imply every working role. | Organisation administrator. |
| Waiting for local site access | Check whether the person was removed or restricted in the product. | Product Owner. |
| Confirm it is you | Complete the requested recent authentication, then recheck the action. | You. |
| Seat or plan restriction | Check allowance and the feature needed. | Organisation administrator. |
| Recovery, closure or output hold | Review the operational reason. More roles do not remove the hold. | Product Owner or Supervisor, as the message directs. |
Verify the organisation and identity
Check the signed-in email, selected organisation and product. If you work for several organisations, a role in one does not grant the same role in another. A grant for one product does not automatically authorise another product.
Sign out and use the correct identity if you opened the wrong one. Avoid creating duplicate identities just to test access.
After a role change
Reopen the product and follow any request to sign in or confirm your identity again. Check local site restrictions if central roles are already correct. Ask the administrator which specific permission should allow the action.
Report the problem without sharing secrets
Give support the product name, organisation/site, the task you were attempting, the time and the exact message or refusal reference. A screenshot of the relevant message can help if your organisation allows it.
Exclude passwords, recovery codes, invitation tokens, sign-in links and unnecessary customer/job data. Do not publish them in a public documentation feedback channel.
If work may already have happened
An access or network problem after submission is not evidence that the action failed. Before repeating a print, approval or order action, inspect its receipt or history with an authorised colleague. Preserve the original reference so the team can establish the outcome.