When a rep cannot see deals, submit, or use an email sender, the fix is usually one of four checks: seat, deal assignment, submit permission, or sender access. Work through each check in order so you can diagnose and fix the issue without switching between articles.
Check 1: Add a seat and invite the user
Every rep needs an available workspace seat before they can be invited.
Go to Settings > Workspace and look at the Seats Remaining box.
If seats are at zero, click Manage Subscription, enter your billing email, verify with the code, and increase the seat count.
After about five seconds, the New User button appears on the top right of the Team Members table. Click it and enter the rep’s email, name, and optionally their Form ID in the Unique App ID field.
If the invite does not arrive, hover over the user in the table and click Resend invitation email.
For seat billing changes and refunds when you lower seats, see How to change seats and update your subscription. For the full user-creation workflow, see How to Set Up a New User in Your Workspace.
Check 2: Assign the rep to deals
Creating a user does not automatically show them deals. Visibility depends on role and assignment, not just having a login.
Reps see deals only where they are assigned as the Originator or Closer.
Managers see their own deals plus deals where someone they manage is the Originator.
Admins and Super Admins see all deals.
To give a rep access, assign them as an Originator or Closer on the specific deals they need, or change their role to Manager (and assign them as a manager over the relevant team members) or Admin. For details on how assignment works and the difference between Primary Originator and Originator, see How to find who is assigned to a deal.
Check 3: Enable the Can submit deals permission
Even with deal visibility, a rep needs the explicit submission permission.
In the rep’s account, click the profile icon in the bottom left and select View Profile.
Open the Permissions dropdown and look for Can submit deals.
If the permission is missing, the workspace owner must enable it. For a narrower guide on this permission alone, see How to access Submit Deals.
Check 4: Grant sender access
If the rep has Can submit deals but the email-account dropdown is empty during submission, the rep has not been added to the sender.
Go to Settings > Senders.
Hover over the sender and click Edit.
In the pop-up, select the Users field and add the rep.
Click Confirm to save.
For sender-access troubleshooting, including an empty email-account dropdown and related permission checks, see Troubleshoot sender access and an empty sender dropdown.
Confirm file access
There is no separate file permission. A rep who can open a deal can also view and upload files, such as bank statements and application documents, on that deal.
Common issues
Rep was added but cannot see any deals
Rep was added but cannot see any deals
Check that the rep is assigned as the Originator or Closer on at least one deal. Reps do not see unassigned deals by default. If they need broader visibility, change their role to Manager or Admin.
Rep can see deals but the Submit button is greyed out
Rep can see deals but the Submit button is greyed out
The rep has deal visibility but is missing the Can submit deals permission. Ask the workspace owner to enable it in the rep’s profile. If the permission is on but the button is still greyed out, see Why is the Submit button greyed out?.
Rep can submit but no email senders appear in the dropdown
Rep can submit but no email senders appear in the dropdown
The rep has not been added to the sender. Go to Settings > Senders, hover over the sender, click Edit, and add the rep in the Users field. Full steps: Troubleshoot sender access and an empty sender dropdown.
Rep cannot upload files to a deal
Rep cannot upload files to a deal
Upload access is tied to deal visibility. If the rep can open the deal, they can upload files. If the upload appears to fail, wait for the upload to finish without reloading the page.
Creating a user does not automatically grant deal visibility, submission rights, or sender access. Work through all four checks to avoid a partially configured account.
For keeping reps informed on deals you submit, see How to CC a Rep on the Deals You Submit.