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Before you troubleshoot

When a restricted role does not behave as expected, check these in order:
  1. Is the user in the correct organization and brand?
  2. Is the related brand module enabled?
  3. Does the role include the required permission?
  4. Does the role include the required metrics for analytics widgets?

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Common symptoms

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“I cannot see a menu item”

Usually one of these is true:
  • the brand module is disabled
  • the role is missing the related *.view permission
  • the parent section is filtered because none of its child pages are allowed
Examples:
  • Missing customers.view means the Customers report item will not appear.
  • Missing conversions.view means conversions-related reports and lists stay hidden.
  • Billing has its own rules; see the next section.

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“I set Admin, but they cannot see Billing”

That is expected. Admin covers every brand feature and managing members, but not Billing or organization settings. To give them Billing, an owner edits the role in Settings > Roles > Manage Permissions and ticks the Billing rows (Invoices View; Payment cards View, Create, Update, Delete; Plan View, Update), or Organization > Settings. You can add these to Admin itself, or create a role from the Finance preset. The exact boxes are in Give someone Billing. The Manage Permissions grid scrolled to the Billing and Organization groups, with the boxes that grant Billing highlighted After saving, the user sees Billing in their settings menu: The settings sidebar of a teammate with a Finance role, showing Billing under the organization items

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“I can see Reports, but it opens a different page than expected”

Reports opens the first child page the user is allowed to access. That means:
  • a user with customers.view but not conversions.view may land on Customers
  • a user with only custom-report access may land on Custom Reports
This is expected behavior.

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“I can see the page, but the dashboard is empty”

Check the role’s metrics, not just its permissions. If the role has no metric grants, the user will not see:
  • dashboard metric tiles
  • dashboard cards
  • the metrics table
This is expected for heavily restricted roles.

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“I can see Fulfillment, but not Integrations”

That can be correct.
  • Fulfillment list access follows conversions/report access
  • Integrations visibility is a separate permission area
A role can be allowed to work with fulfillment orders while still being blocked from integration setup pages.

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“They cannot see Roles”

Only owners can open Settings > Roles, whatever permissions their role has. Ask an owner to change the role, or to make them an owner.

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“I changed someone’s role and their brand roles or metrics changed”

Changing a person’s organization role resets their role on every brand and their visible metrics to the new role. Saving a role’s permissions or metrics does the same for everyone who holds it. Set per-brand roles and custom metrics again on the person’s page under Settings > Users. See Organization users.

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“I can see the menu, but the data will not load”

This usually means one of the following:
  • the menu permission is present, but a deeper action permission is missing
  • the user has the page permission, but not the required module
  • the role was configured with feature permissions but no metric grants

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Example role setups

More examples, with the exact boxes to tick in the role editor, are in Organization roles.

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Example 1: Conversions and customers viewer

Use this when someone should review orders and customers, but not manage settings. Recommended permissions:
  • conversions.view
  • customers.view
  • customers.export only if export is required
Recommended metrics:
  • add only the dashboard metrics they should see
  • leave metrics empty if they should not see dashboard analytics
Expected behavior:
  • Reports is visible
  • Reports opens the first allowed report child
  • Conversions and Customers are available
  • Settings areas such as merchants/products/integrations remain hidden unless added

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Example 2: Fulfillment operations user

Use this when someone should process fulfillment-related work. Recommended permissions:
  • conversions.view
  • conversions.update
Optional additions:
  • integrations.view if they should inspect integration setup
  • merchants.view if they need merchant settings or merchant-related selectors
Expected behavior:
  • Fulfillment list is visible
  • operational actions are available if update permission is present
  • Integrations may still be hidden unless explicitly granted

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Example 3: Dashboard-free support role

Use this when a teammate needs operational access but should not see analytics. Recommended permissions:
  • feature permissions needed for the role, such as conversions.view or customers.view
Recommended metrics:
  • none
Expected behavior:
  • the user can still access allowed lists and reports
  • dashboard metrics, cards, and metrics table stay hidden

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Admin checklist

Before assigning a restricted role widely:
  1. Test with a real non-owner account.
  2. Open the sidebar and verify only intended sections appear.
  3. Click Reports and confirm it opens the expected first child.
  4. Open the dashboard and confirm metrics visibility matches the role’s metric grants.
  5. Test one read action and one operational action relevant to that role.

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Need the full mapping?

Use the Permission Matrix for a quick reference of common capabilities and their permission keys, Organization roles to build a role, and Organization users to assign it.