Why can't my team member see a job or page?
It is almost always their role, not a bug. Each role hides certain pages by default (technicians don't see leads, invoices, or payments), subcontractors only see visits assigned to them, and a role without View Team Schedule only sees its own visits. An admin can change the role from the team member's page with Change Role, or adjust what the role allows under Users > Manage Roles.
When a team member says "I can't see it", the account is almost always working exactly as set up. Roles decide which pages, records, and buttons each person gets. Work through the causes below in order; the first one explains most cases.
1. Check what their role hides
Open Users (in the sidebar's Company section) and look at the Role column. Then compare with the defaults:
| Role | Hidden by default |
|---|---|
| Admin | Nothing |
| Manager | Adding users, Manage Roles, Change Role, My Company, and Settings |
| Technician | Leads, Invoices, Payments, Reports, Users, the Checklists page, My Company, and Settings |
| Viewer | Creating or editing clients, jobs, estimates, and invoices, plus My Company and Settings |
| Subcontractor | Everything except their assigned visits and their own tasks, reminders, time, and expenses |
Technicians still see all clients, all jobs, estimates, and the price book, and they complete checklists inside their visits. These are the starting defaults; an admin may have changed them under Users > Manage Roles, which is covered in roles and permissions.
On the web app, pages a role can't open are removed from the sidebar. If the person follows a direct link to one, they land on an Access Denied page.
2. They only see their own visits
Two things cause this:
- They are a subcontractor. Subcontractors only see visits they are assigned to, and they open a job's details only through one of those visits. They can't browse clients, jobs, leads, estimates, or invoices, and client phone numbers and emails are hidden from them. They can still call or text the client of a visit they are assigned to: the visit shows Number hidden with working call and text buttons, and texting opens the company's thread with that client. If a subcontractor can't see a visit, add them to that visit on the scheduler.
- Their role is missing View Team Schedule. Without it, the Scheduler only shows the person's own items. Technicians, managers, and viewers all have it by default, so if a technician only sees their own visits, someone turned it off.
To turn it back on:
- Go to Users and click Manage Roles.
- Find the role and click Expand.
- Under Schedule Management, check View Team Schedule.
- Click Save Changes.
Saving a role changes access for everyone in your company who has that role, right away.
3. A menu item or page is missing
If the page is missing for this one person but you (an admin) can see it, it is their role; go back to step 1.
Plan limits don't work that way. A feature your plan doesn't include stays in the menu for everyone, and the page offers the upgrade. One exception looks like a missing page: Time Tracking only appears in the sidebar after an admin turns on time tracking under Settings > Time Tracking. See set up time tracking.
4. Their synced calendar only shows their own items
A calendar feed set to My items only shows just the person's own visits, tasks, and reminders. Choosing All team items under Scope needs the View Team Schedule permission on their role.
The All team items calendar scope requires a ZenGrow or ZenAI plan. My items only works on every plan.
5. They haven't finished joining
In the Users list, a warning icon in the Status column with the tooltip Waiting for activation means the person never set their password, so they have no working login yet. Open their user page: the Access card shows Invitation pending as their status, with a Send Password Setup link next to it that emails a fresh setup link. That link is valid for 3 days.
If their status reads Inactive, the account was deactivated and can't sign in. Open their page and click Activate next to their status on the Access card.
6. They are signed into a different company
Each email address has one WorkZen account, and each account belongs to one company. If your teammate signed up on their own before you added them, that email already belongs to their own company. They sign into that company, not yours, and WorkZen won't let you add the same email to yours. Add them with a different email address instead. See invite team members.
Change a team member's role
- Go to Users and open the team member.
- Click Change Role.
- Pick the new role under Select Role, then click Update Role.
Changing roles is an admin task by default: the button needs the Manage Roles permission and saving needs Manage Users. Subcontractors don't get a Change Role button, since their role is fixed.
The new access applies on the server immediately. If the sidebar on their screen still looks the same, have them reload the page or reopen the mobile app.
Frequently Asked Questions
This article answers:
- Why can't my technician see a job or client?
- Why does my employee only see their own visits?
- Why is a menu item missing for one of my users?
- Why can't my subcontractor see the client's phone number?
- My team member logged in but sees an empty account
- Why can't my technician see invoices?