Fix common business group issues

Use this guide to diagnose and fix problems when connecting businesses or managing shared staff across your network.

If you're not sure how business groups work, start with About Business Group Management.
For setup steps, see How to manage a business group.

Problem 1 — Invited business hasn't appeared in the list

How you recognise it

• You sent an invitation, but the Linked Business list is empty or the status is stuck on 'Pending'.

Most likely causes

• Invite Not Accepted — The recipient hasn't clicked the link in their email yet.

• Wrong Email — The invitation was sent to an incorrect or inactive address.

• Link Expired — Registration links expire after 7 days for security reasons.

How to fix it

• Check your Invite History to verify the email address used.

• Ask the business owner to check their spam or junk folder for an email from Cosmesoft.

• If the link has expired, delete the pending invite and send a new one.

Problem 2 — Cannot assign staff to a specific group location

How you recognise it

• The location or team member is missing from the "Manage Locations" menu in the staff profile.

• You see an "Access Denied" error when saving the assignment.

Most likely causes

• Location Permissions — You only have permission to manage specific locations, not the entire business group.

• Organisation Bound — The staff member is an 'Internal' member of a different organisation that hasn't been shared with your specific business yet.

• Filter - Ensure the filter is open or set to the organisation the team member belongs to.

How to fix it

• Ensure your user role has Admin access for the specific clinic location you are trying to assign.

• Contact the Admin of the organisation you expect the team member to belong to and confirm.

Problem 3 — Supervisor cannot see consultation notes

How you recognise it

• The Supervisor sees a "No Permission" message when clicking into a clinical consultation.

• Their name is missing from the Supervisor dropdown menu.

Most likely causes

• Role Not Set — The member was invited but their role was set to 'Staff' instead of 'Supervisor'.

• Appointment Not Linked — The supervisor is not assigned to that specific appointment or location.

How to fix it

• Navigate to My Team and find the member. Ensure their Effective Role is set to Supervisor.

• Check the Calendar and ensure the Supervisor is assigned to the clinician or the specific appointment tile.

Problem 4 — Group booking link shows only one location

How you recognise it

• Your group URL only allows clients to book at your main clinic, even though other sites are active.

How to fix it

• Navigate to Settings → Locations → Booking Settings for each site.

• Ensure the URL used is for ALL locations rather than just the specific location.

• Check that at least one staff member with an active Roster is assigned to each of the missing sites.

Still not working?

If the issue persists, gather the following before contacting support:

• The names of the Organisations involved.

• The email address used for the invitation.

• A screenshot of the Linked Business tab.