New users unable to access brain - access denied error

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Harcastle Environmental · New users unable to access brain - access denied error

Approximately 12 new users (2 admins, 10 operational staff) added to Growth plan and SSO group cannot log in despite appearing in admin panel. Access denied errors on login.

Priority high

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What happened

What this says

Current to 13 Oct 26

Approximately 12 new users (2 admins, 10 operational staff) added to Growth plan and SSO group cannot log in despite appearing in admin panel. Access denied errors on login.

Problem: New users are visible in the admin system but receive access denied errors when trying to log in. Imran has verified SSO configuration is correct on their end.

Handling: Bethan asks diagnostic questions to isolate the issue: whether all 12 are affected, whether roles are correctly assigned in the admin panel, and when users were added to SSO. Ticket marked solved but resolution not shown in transcript.

Watch: High priority because users cannot access the platform. First response of 75 minutes is acceptable. Verify root cause and ensure all 12 users now have working access.

AI · claude-haiku-4-5-20251001 · 13 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryaccess_permissions

Channelemail

First response (min)75

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created · Imran Hussain 27 Aug 2026 15:31
Hi, We've recently expanded our team and added new users to our Growth plan. We've set up two new admins and approximately ten operational users in our system. I've added them all to the correct SSO group and they appear in our user list on the admin side. However, when they try to access the brain, they're getting an access denied error. The users are visible in the system, but for some reason they can't actually log in or access any data. I've double-checked the SSO configuration and it looks correct on our end. Can you check what might be preventing these new users from gaining access? Thanks, Imran
public_reply · Bethan Lister 27 Aug 2026 16:46
Thanks Imran, Just so I've got this right: new users are showing in your admin console but getting access denied when they try to log in. A few questions to help me troubleshoot: 1. Are all twelve users getting the same error, or just some of them? 2. Have you checked whether these users appear in the admin panel with the correct roles assigned? 3. When did you add them to the SSO group - was it just now or a bit earlier? Once I have those details, I can check our end to see if there's a sync delay or a permissions issue. Thanks, Bethan
status_change · Bethan Lister 4 Sep 2026 11:08
status_change · 8 Sep 2026 23:59

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BB-Demo is a fictional company; every organisation and person here is invented. B-Brain is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Brain is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the brain is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask Brain in the header. Type a question, or pick one of the examples.

Search the brain finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
Ask Claude copies your question and opens the B-Brain Claude Project, where Claude answers from the same data using the B-Brain tools and cites the pages it used.

The site itself does not call an AI model; answers in Claude come from the same figures you see here.

What the data covers

Data	Records
Organisations	225
People at customers	862
BB-Demo staff	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the brain from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BB-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Brain is the tool that reads its data.

Who to contact

Email support@b-brain.example or talk to your B-Brain account team. Tell us the page address and what looked wrong; a screenshot helps.

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