Account managers locked out: permission denied errors
Ticketclosed
Harcastle Environmental · Account managers locked out: permission denied errors
Three account managers got permission denied errors when logging in. Bethan identified the account manager role wasn't mapped to the right permissions group on the BG-Demo side, fixed it, and two users recovered after cache clear. The third user's status is unclear from the ticket.
What happened
What this says
As at Fri 9 Oct 2026Three account managers got permission denied errors when logging in. Bethan identified the account manager role wasn't mapped to the right permissions group on the BG-Demo side, fixed it, and two users recovered after cache clear. The third user's status is unclear from the ticket.
Problem: Three account managers were blocked by permission errors despite correct email and group setup on the customer's side. Handling: Bethan discovered the account manager role lacked proper permissions mapping on BG-Demo's side and corrected it. Two of three users regained access after browser cache clear. Watch: Access blocking is critical impact when it affects revenue-facing teams. The ticket was closed but resolution for the third user is not shown; confirm full resolution.
Details
Updated 9 Oct 26Trail
Public reply · Imran Hussain 22 May 2025 10:00I think I may have spotted the issue on our side. The team membership didn't sync correctly from our system when we first connected it. Let me double-check the email addresses and the group mappings to make sure everything lines up. Imran- created · Imran Hussain 22 May 2025 16:25We're seeing access issues on the account manager side. Three of our account managers are getting permission denied errors when they try to log in to the brain, while others in the same team can access it without issues. We set everything up about a week ago and it was working fine initially, but the errors started appearing a few days ago. The usernames and email addresses look correct in our system, and they've got the right permissions set up. I'm not sure what changed. Can you help us get to the bottom of this? It's blocking their work.
- Public reply · Bethan Lister 22 May 2025 20:15Thanks for checking that, Imran. Just so I've got this right, are all three affected users in the same team, or are they spread across different teams? Also, can you paste the exact error message they're seeing when they try to log in? That'll help me work out what's happening on the brain side. Thanks, Bethan
- Public reply · Bethan Lister 27 May 2025 16:21I've checked your configuration here. I found it: the account manager role wasn't mapped to the right permissions group when we set up the integration initially. I've fixed that now on our end. Can you ask the three users to clear their browser cache and try logging in again? Let me know if that clears the error. Thanks, Bethan
- Public reply · Imran Hussain 28 May 2025 12:20I've asked them to clear cache. Two of them got in after that, but the third one is still seeing the same error. They're definitely in the right group on our system, so I'm not sure what else could be blocking them. Imran
- Status change · 8 Jun 2025 23:59