---
title: "Fix common My Team issues"
url: "https://support.cosmesoft.app/en/article/fix-common-my-team-issues"
language: "en"
last_updated: "2026-09-01T22:27:58.028Z"
---

# Fix common My Team issues

## Fix common team management issues

Use this guide to diagnose and fix problems with staff invitations, visibility, and access permissions.

> If you're not sure how team management works, start with **About My Team**.  
> For setup steps, see **How to invite and manage your team**.

* * *

## Problem 1 — A team member hasn't received their invitation

**How you recognise it**

-   The staff member reports they haven't received an activation email.

-   Their status remains as 'Pending' in your list.

**How to fix it**

-   **Check Email** — Confirm the email address was entered correctly in the **Invited** tab.

-   **Spam Check** — Ask them to check their junk or spam folder.

-   **Resend** — Click the **Actions** menu next to their name and select **Resend Invite** to trigger a new email.

![image-20260502-034946.png](https://cdn-assets.productfruits.com/5c2663b4-04c8-421a-ba07-e017268e2c06)

* * *

## Problem 2 — Staff member is missing from the Calendar

**How you recognise it**

-   You are looking at the calendar for a site, but a clinician's column is missing.

**How to fix it**

-   **Check Location** — Open their profile and ensure they are assigned to the current clinic **Location**.

-   **Check Roster** — Verify they have an active **Roster** entry for the date you are viewing.

-   **Active Status** — Ensure their status is set to **Active** and not 'Inactive'.

![image-20260502-035028.png](https://cdn-assets.productfruits.com/53de329c-8064-48ab-91cf-34331da3def7)

* * *

## Problem 3 — User cannot access specific reports or dashboards

**How you recognise it**

-   The menu option is missing, or they see an "Access Denied" error.

**How to fix it**

-   **Review Role** — Check the user's primary **Role** to see if it includes the required access.

-   **Override Permissions** — Open the user's profile and manually enable the specific permission toggle (e.g., 'View Financial Reports').

-   **Sync** — Ask the user to log out and back in, or refresh their browser page to apply the new security settings.

* * *

## Problem 4 — Cannot delete a team member

**How you recognise it**

-   The **Delete** option is greyed out or returns an error.

**How to fix it**

-   **Note:** You cannot delete a staff member who has historical financial or clinical data linked to them (to maintain the audit trail).

-   **Solution:** Set their status to **Inactive**. This revokes all clinic access while preserving your business records.

* * *

## Still not working?

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

-   The staff member's name and email.

-   A description of what they cannot see or do.

-   A screenshot of their profile's Permissions tab.

* * *

##