Fix: missing menu items and permission errors

If something is missing in Leadnote, your role usually does not include it, or a visibility rule hides it. Leadnote hides menu entries and buttons you cannot use, and shows a sentence that tells you who can change that. This page explains each message and what the Account Owner can do.

Quick checks

Read the message on screen. It names your role and the action.
Check your role (Account Owner, Manager, L1 User or L2 User) with your Account Owner, or on the Users page if you can open it.
Reload the page, in case your permissions changed a moment ago.
For missing leads, check List based access rights with your Account Owner.
Make sure your user is still active.

Messages and what they mean

What you see	Meaning	Who can fix it
"You do not have access to this page" with "Ask the account owner to change your permissions if you need it."	Your role has no access to that page.	The Account Owner.
"You do not have permission to do this. Ask the account owner if you need access."	The action is refused for your role, for example delete or export.	The Account Owner.
"{Role} cannot {action} {subject}. Ask an account owner to change this in Roles and Permissions."	A specific cell of the permission matrix is switched off for your role.	The Account Owner.
"Only the account owner can do this. You are signed in as {role}."	The action is reserved for the owner, such as editing roles or paying for the plan.	Only the owner.
"Only an owner or manager can do this. You are signed in as {role}."	The action needs an administrator, such as integrations or locking leads.	Ask an Owner or Manager to do it.
"Your role does not include this area."	Settings are not open to your role.	The Account Owner.
"Plan and billing details are visible to the account owner and managers."	Billing is not open to L1 and L2 users.	The Account Owner.
"The message log and suppression list are visible to the account owner and managers."	The Outbox is not open to L1 and L2 users.	The Account Owner.
"Import and export of files is available to the account owner and managers."	L1 and L2 users cannot open the import and export pages.	The Account Owner.
"You do not have permission to delete leads, which merging duplicates does"	Merging deletes the duplicate records.	The Account Owner.
"Your session has ended. Sign in again to continue."	Not a permission problem. You were signed out.	You: sign in again.

Default access by role

The defaults for every screen and role are in the permission matrix, and each organisation can change them. In short, L1 and L2 Users have no access to Integrations, Import / Export Data, Users & Teams, Settings or Plan & Billing, and L2 Users also have no access to Campaigns.

Navigation follows the same rules. Campaigns needs permission to view campaigns, Reports to view reports, Sales Tools to view sales tools, Add Leads to create leads and Data Clean Up to edit leads. A missing entry is not a fault. Read user roles for who each role is for.

For the Account Owner: change a role's access

Only the Account Owner can do this. Open Settings, then Roles & Permissions, choose the role's tab and tick or untick the actions. Each tick saves itself. (The Roles and Permissions Matrix button on the Users page is a read-only view.) Changes reach the server within a few seconds; reload open pages to see them. The owner's own row cannot be reduced. Some actions are reserved for owners and managers whatever the matrix says: creating lists, setting up integrations, locking leads and purging deleted leads.

Leads or records you cannot see

Missing leads are usually about visibility, not roles.

List based access rights is a switch in Settings, Company. When it is on, L1 and L2 users see only leads in lists they own or are mapped to under Lists, plus leads assigned to them. Owners and Managers always see everything.
Team visibility can widen that to the leads of teammates.
On the Lists page a member only sees lists they own or are mapped to, whatever the switch says.
Tasks, quotes, invoices and sales orders show records you created or that are assigned to you, plus those of teammates if team visibility allows.

Fix: ask the Account Owner to map you to the list or assign you the lead. See lead visibility rules.

Web app vs mobile app

The phone follows the same rules. After the Account Owner changes your role, list access or team, sync the app with Tap to sync data. See mobile app not syncing.

Still stuck?

If the message says you have access but the page still refuses you, send support a screenshot and your role. See contact Leadnote support.

Frequently asked questions

Why can I not see Campaigns in the menu?

L2 users have no access to Campaigns by default. The menu hides entries your role cannot use. The Account Owner can change this in the Roles and Permissions Matrix.

Who can change my permissions?

Only the Account Owner can edit the Roles and Permissions Matrix. Managers can see it but cannot change it.

I was given access but the menu has not changed. What now?

Reload the page. Leadnote re-reads your permissions when you return to the tab after a few minutes and after an action is refused. On the phone, sync the app.

Why do I see fewer leads than my colleague?

Your organisation may use List based access rights. Then you see leads in lists you own or are mapped to, leads assigned to you and, if team visibility is on, your teammates' leads.