Cannot see or open a screen: staff permissions and access

What it means#

Three separate checks decide what a company staff member can open. They behave differently, so find out which one stopped you:

1. Permission. Core screens (parcels, merchants, hubs, users, roles, settings, support and so on) need a module permission, for example to read parcels. Without it the menu item is hidden, and opening the page directly sends you back to the home page with no message and no 403. Newer company screens (dispatch, couriers and commissions, live tracking, delivery zones, top-up requests, Integrations and API, payment gateways, the Notification center) are available according to the account type and, where relevant, the plan.
2. Account type. Some pages are only for certain account types. You get a 403 page.
3. Plan and subscription. An expired company subscription, or a feature your plan does not include, redirects you or locks the page with a message.

Who is affected#

Company staff. The access checks tell three staff account types apart (admin, in-charge, hub), but the screens in the product create admin-type accounts only: a user saved with a Hub on the Users screen (which also sets the short hub permission list), or assigned to a hub on that hub's In-Charge screen, keeps account type admin. Changing access needs permissions on Users & Roles; the company's owner admin normally has them.

Likely causes#

• The role lacks the permission. The menu item and page need the matching module permission (Read, Create, Update or Delete).
• The role was edited but the user was not. A user receives a copy of the role's permissions when the user is saved. Editing the role later does not change users who already have it.
• The user belongs to a hub. A user saved with a hub gets a fixed short list (dashboard and parcel read, plus hub-payment and cash-received keys) whatever the role says.
• The plan has no such module. The owner admin's permissions come from the plan's modules when the company is created or edited and when its plan is switched. A module missing from the plan is missing for the owner.
• Admin-only page. Integrations and API, outgoing webhooks, payment gateways and company transactions need an account of type admin; accounts of the in-charge or hub type get the 403 page.
• Subscription expired. The core screens (parcels, merchants, hubs, users and so on) redirect to the subscription page; profile pages, the dashboard and the subscription pages stay open. The newer screens do not redirect: live tracking and Integrations and API show a lock message instead. Platform-owned companies and companies owned by a merchant are exempt.
• The plan lacks a feature. Live tracking shows the heading «تتبّع المناديب مو ضمن باقتك» (Arabic in every interface language: live tracking is not in your plan) with the plan message under it and a «شوف الباقات» (see plans) button. On Integrations and API («الربط والـ API» in the Arabic interface) the generate and renew key buttons are disabled with a lock note, and the webhooks card shows a similar note. Adding more merchants than the plan allows gives «Your company plan allows N merchants, and you have reached the limit. Upgrade the plan to add more merchants.» (Arabic: «باقة شركتك بتسمح بـ N تاجر، ووصلت للحد»).
• Suspended account. A screen restricted by account type shows the message «Account suspended (status = 0).» (Arabic interface: «الحساب موقوف (status = 0)»), returned with HTTP 401.

How to diagnose#

• The menu item is missing, or the link bounces to the home page: a permission is missing.
• A 403 page: read the red box «Error reason:» (Arabic interface: «سبب الخطأ:»). It states which account types are allowed («This action is allowed for: …», Arabic «هذا الإجراء مسموح لـ: …»), your account number, type and company, and a reference such as «(ref: H1A2B3C)» (Arabic «(مرجع: H1A2B3C)»). The same reference is written to the server log.
• A lock message that mentions your plan: a plan feature. The subscription page: an expired subscription.
• The Permissions column in the Users list shows how many permissions each user holds.

Resolution steps#

1. Check the role

   Open Users & Roles, then Roles, and edit the role. In the table of modules, tick the needed permissions and press «Save Change».

2. Save the user again

   Open Users, edit the user, choose the role and press «Save Change». This copies the role's current permissions to the user.

3. Or edit one user's permissions

   In the Users list open the dropdown menu on the user's row, choose Permissions, tick the boxes and press Submit.

4. Check the hub

   If the user is assigned to a hub, clear the hub field (labelled «Hub»; «المركز رئيسي» in the Arabic interface) and save again so the role's permissions apply.

5. Use the right account or plan

   For admin-only pages sign in with an admin account. For an expired subscription or a missing feature, renew or upgrade from the subscription page.

When to contact support#

Open a ticket (Tickets & support) when:

• The owner admin lacks a module that the plan should include. The platform must check the plan modules, and a plan switch re-applies them.
• You cannot reach Users & Roles yourself. Ask your company's owner admin first.
• A 403 page persists with the right account. Send the reference from the red box.

Limits and notes#

• The account-type check is the usual cause of a 403 page, but any screen that refuses access (for example the Notification center for an account of the hub type) shows the same page. A missing permission redirects to the home page without a message.
• The Users screen lists staff accounts of type admin in your company. The in-charge and hub types exist in the access checks, but no screen creates accounts of those types: a hub's In-Charge screen only assigns an existing admin-type user to the hub.
• Super admin always passes the account-type check.
• The red 403 box and the lock, suspension and merchant-limit messages follow the interface language: in the English interface they appear in English (for example «Error reason:»), while the live-tracking heading and its «شوف الباقات» button stay Arabic.