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
A manager sees their own deals plus deals where a managed user is the Originator. Assigning a manager changes which deals they see. It 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.
Set the Manager role and Managed Users
Go to Settings > Workspace and find the user in the Team Members table.
Open the user's profile and click Edit, then change their role to Manager.
Add each team member whose deals the manager should see as a Managed User under that manager.
To keep the manager out of one rep's deals, add every other rep as a Managed User and leave that rep off the list. For example, a manager who should see every rep's deals except one rep's gets every other rep as a Managed User, and that one rep is not added.
Check what the manager sees after the change
Open a deal the manager should now see and go to the Details tab.
Check the Originators field. The deal appears for the manager only when a rep they manage is listed there.
Do not use the Primary Originator column on the main Deals page as the check. It shows leaderboard credit only and does not grant access.
After changing an assignment, the affected user should log out and back in. The old deal view can remain open after a correction.
Fix a wrong assignment
If a manager sees deals they should not see, correct their Managed User assignments so they list only the reps whose deals the manager should see. If a manager is missing deals, add the missing rep as a Managed User, or check that the rep is in the deal's Originators field. To change who is assigned to a deal, see How do I reassign a deal to another person? and How to find who is assigned to a deal.
Manager assignment does not copy the manager on 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.
A manager sees deals they should not see
A manager sees deals they should not see
The manager's Managed User list includes a rep whose deals they should not see. Correct the list so it includes only the right reps. If a deal still appears, a managed rep is the Originator on that deal, so reassign the deal's Originators. The affected user should log out and back in, because the old view can remain open.
A manager is missing deals they should see
A manager is missing deals they should see
The rep whose deals are missing is not a Managed User under that manager, or the deal's Originators field does not include that rep. Add the missing rep as a Managed User under the manager or reassign the deal, then log out and back in.