This article helps resolve the most common issues encountered while granting or using Administrator access.
If the issue persists after reviewing the points below, contact the support team for further assistance.
The user is unable to access the Settings module after being made an Administrator
Verify that:
- Administrator access has been granted successfully.
- The employee has logged out and logged back into the application after the change.
- The correct employee account has been granted Administrator access.
If the issue still persists, verify the assigned administrator permissions.
The Administrator cannot see all employees
This is usually expected behaviour.
Check whether the Administrator's access has been restricted by:
- Location
- Legal Entity
- Business Unit
Administrators can only view and manage employees that fall within their assigned scope.
If unrestricted access is required, review the administrator configuration.
The Administrator can only manage employees from one Location
This typically indicates that the Administrator has been assigned Location-specific access.
Review the assigned Locations and update the configuration if broader access is required.
The same behaviour applies when access has been restricted by Legal Entity or Business Unit.
I have given all Administrator permissions, but the user still cannot access everything
Administrator permissions control what a user can manage.
However, organizational restrictions such as Location, Legal Entity and Business Unit determine which employees the Administrator can access.
Even with complete administrator permissions, an Administrator cannot access employees outside their assigned scope.
The Administrator cannot edit the Super User
This is expected system behaviour.
The Super User is protected to preserve the administrative ownership of the organization's account.
No Administrator can modify or delete the Super User, regardless of the permissions assigned.
I need to change the Super User
The Super User is determined automatically from the organization's reporting hierarchy.
It cannot be changed by:
- Granting Administrator access.
- Editing employee permissions.
- Changing administrator configuration.
If the organization's leadership or reporting hierarchy has genuinely changed, contact the support team. After the necessary verification and authorization, the Super User can be updated.
We have multiple Directors. How should the Super User be configured?
Since only one Super User can exist, the reporting hierarchy must have a single employee at the highest level.
If multiple Directors are at the same level, organizations commonly create a Board of Directors employee profile above them in the organizational hierarchy. This profile becomes the Super User, while the Directors can continue to function as Administrators.
An Administrator can see employees they should not have access to
Review the Administrator's assigned:
- Locations
- Legal Entities
- Business Units
If no restrictions have been configured, the Administrator may have broader visibility than intended.
Updating these restrictions helps ensure Administrators only manage the employees relevant to their responsibilities.
When should I contact Support?
Contact the support team if:
- The Super User needs to be changed.
- The organization's reporting hierarchy has changed.
- Administrator access is not behaving as expected after reviewing all configurations.
- You require assistance with correcting an administrative configuration.