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 email sender access. Work through each check in order so you can diagnose and fix the issue without switching between articles. If a rep also needs to send texts, see Grant SMS access below.
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 email 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.
Assign a manager
Giving a user the Manager role and assigning them as a manager over team members changes which deals they see, not who is copied on submissions. A manager sees their own deals plus deals where a managed rep is the Originator, and Admins and Super Admins see all deals.
Manager assignment does not grant the Can submit deals permission or sender access, and it does not automatically copy the manager on a managed rep's submissions. To copy an originator or manager on submissions, configure it separately:
Enable Show "Copy Originators" in Submit window in Settings > Visibility > Fields so the deal's originator is auto-populated in the copy field when you submit. See How to automatically copy the originator of a deal on submissions.
Enable Copy external emails on submissions and set a default copy email to CC a fixed address on every deal. See How to CC a Rep on the Deals You Submit.
Add the manager under the submitting rep's profile Defaults to keep that manager copied on the rep's submissions. See How to CC a Rep on the Deals You Submit.
Grant SMS access
Only admins can create follow-up campaigns, so a rep never needs campaign-creation permission — they just need access to the SMS account a campaign sends from.
Follow-up campaigns are created on the Settings page, which only Admins and Super Admins can edit. A rep or manager can be granted view access to Settings, but rep and manager roles can never edit Settings. Because follow-up campaigns can be set up to send from each rep's email or SMS account, a rep only needs access to that account, not permission to create the campaign.
Go to Settings > Senders and open the SMS Accounts table.
Click + New SMS Account and select your provider.
Enter the provider login, assign the rep as the account's user, and click Save.
Once assigned, the rep can send one-off texts to a deal, and follow-up campaigns can send from their account.
Common issues
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
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
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
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.
Can a rep create a follow-up campaign?
No. Follow-up campaigns are created on the Settings page, which only Admins and Super Admins can edit, and rep and manager roles can never edit Settings. A rep does not need to create campaigns — grant SMS access so campaigns can send from their account.
Does assigning a rep to a manager automatically copy the manager on submissions?
No. Manager assignment only changes which deals the manager can see. To copy a manager on submissions, add them under the rep's profile Defaults or use the copy settings above.
Do admins see every deal?
Yes. Admins and Super Admins see all deals, including deals assigned to any rep or manager.
Creating a user does not automatically grant deal visibility, submission rights, or email sender access. Work through all four checks to avoid a partially configured account.
If the problem is signing in, a missing invite, or a departed teammate still on the roster, see Recover team login and lost account access. For keeping reps informed on deals you submit, see How to CC a Rep on the Deals You Submit.