User and roles bug

Smart CRM & Sales Hub Account & Settings
1

hi

I have given super admin to someone in my team

Screenshot 2021-06-01 at 11.28.15.png

but for some reason they are unable to access anything. I have done it exactly the same before with no issues.

When she logs in she can see our company ID and link but when she clicks on it, it does not show her any of our work but this instead

Screenshot 2021-06-01 at 11.19.10.png
Screenshot 2021-06-01 at 11.19.10.png1440×816 154 KB

After clicking on our company she sees nothing of our stuff
Screenshot 2021-06-01 at 11.21.48.png
Screenshot 2021-06-01 at 11.21.48.png1440×447 54.7 KB

2

Hi @JdeSavigny,

This looks like a bug or a hiccup in the system. Maybe this resolves itself after some time. Have you tried assigning another role before re-assigning the super admin role? That’s the first thing I’d try before checking the usual – other browsers, access HubSpot through private tab, other device.

If none of that works, I’d recommend reaching out to HubSpot technical support via the purple help widget in-app.

Hope this helps!

3

Hi

Thanks for your help. I have tried all of the above and more.

removed and invited again ( same issue)

Invited her with her person email ( same issue)

Used incognito (same issue)

Changed role (same issue)

She is able to login with my details so its definitely not a browser issue.

I am a free user so i am unable to access tech support :disappointed_face:

4

I would hit up HubSpot support for sure if this keeps happening.

5

Thanks, i am a free user so don’t have that option

6

Hello @JdeSavigny,

I can understand this, sometimes back I faced the same situation. I had observed that it’s just a cache issue and for this, I tried two things to confirm that this is an issue of cache or something else.

So this is what I did:

  1. First, I refreshed the HubSpot screen using CTRL+SHIFT+R.
  2. Second, I tried to open HubSpot in a private tab and then checked if the issue is resolved.

After performing the above two steps my issue was still not solved then I contacted HubSpot support after that my issue was solved and the issue I think of cache was from the HubSpot side.

But I think your issue can be solved if you use the aforementioned steps.

Best Regards,

7

Hi

Thanks for your help. I have tried all of the above and more.

removed and invited again ( same issue)

Invited her with her person email ( same issue)

Used incognito (same issue)

Changed role (same issue)

She is able to login with my details so its definitely not a browser issue.

I am a free user so i am unable to access tech support :disappointed_face:

8

Hi @JdeSavigny,

Let’s see if one of the community managers can help, @sharonlicari @TitiCuisset, this seems like a bug – any chance you could flag this with support? The portal ID is included in the first screenshot.

Best regards!

9

Hi there,

@karstenkoehler thanks for tagging us here and for your help!

@JdeSavigny Is the issue only when trying to see your marketing emails? Or any other place?

I’m asking because I think I remember having seen something similar before where the user had to click on “Get started” on your screenshot to then access/ see the emails - could she try that?

If this is not working, I’ll reach out to you via DM for next steps

Thank you!

Tiphaine

(thank you @himanshurauthan @GeorgeBThomas for trying to help as well!)

10

Thank you so much it worked!