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Article 20: Access and Permissions SOP — What to Do If You Cannot See Records, Views, Dashboards, or Tools

Purpose:  This article explains what you should do when you cannot access something you need inside HubSpot or another ChainIT Pay sales system.

Your goal is to troubleshoot the basics, avoid creating duplicate records, and submit a clear support request when access or permissions need to be reviewed.

Use this article when you cannot see or access:

  • Contacts
  • Companies
  • Leads
  • Deals
  • Views
  • Dashboards
  • Reports
  • Tasks
  • HubSpot Sales Workspace
  • HubSpot email plugin
  • Knowledge Base articles
  • Support portal
  • Sales tools
  • Customer or prospect records
1. First Rule: Do Not Create a Workaround

If you cannot see a record, view, dashboard, or tool, do not create a duplicate record or rebuild something without checking first.

Access issues can be caused by:

  • Permissions
  • Ownership
  • Team access
  • Private views
  • Filters
  • Incorrect object
  • Wrong HubSpot account
  • Incorrect login
  • Access group restrictions
  • Dashboard visibility settings
  • Knowledge Base privacy settings

Creating a workaround may make the problem worse.

2. Common Access Issues You May Run Into

You may need help if:

  • You cannot log into HubSpot
  • You cannot see Contacts assigned to you
  • You cannot see Companies assigned to you
  • You cannot access Leads
  • You cannot access Deals
  • You cannot create or save views
  • You cannot see another team member’s shared view
  • You cannot access a dashboard
  • A dashboard is empty
  • You cannot see reports
  • You cannot create Deals
  • You cannot edit certain fields
  • You cannot access the Sales Workspace
  • Your Outlook or Gmail plugin does not show HubSpot tools
  • You cannot access a Knowledge Base article
  • You cannot submit a support request
3. Step 1: Confirm You Are in the Correct HubSpot Account

Before assuming something is broken, confirm you are logged into the correct HubSpot account.

Check:

  • Are you using your ChainIT Pay login?
  • Are you in the correct portal?
  • Are you using the correct email address?
  • Are you logged into a personal or old account by mistake?
  • Are you using the right browser profile?

If you are logged into the wrong account, records and tools may not appear.

4. Step 2: Confirm You Are in the Correct Object

HubSpot records live in different objects.

Make sure you are looking in the right place.

Use:

  • CRM > Contacts for people
  • CRM > Companies for businesses
  • Sales > Sales Workspace > Leads for Leads
  • CRM > Deals for sales opportunities
  • Reporting > Dashboards or Reporting > Reports for dashboards and reports
  • Sales Workspace for prospecting and sales activity tools

If you are looking for a Company inside Contacts, you may not find it.

If you are looking for a Lead inside Companies, you may not find it.

5. Step 3: Clear Filters

Sometimes records are not missing. They are hidden by filters.

If you cannot see a record:

  1. Clear your current filters.
  2. Switch to a broader view.
  3. Search manually.
  4. Try another saved view.
  5. Check whether the filter is too narrow.

Common filter problems include:

  • Owner filter set to the wrong person
  • Date range too narrow
  • Lead status excluded
  • Deal stage excluded
  • Records filtered to “is known” or “is unknown”
  • Closed Deals hidden
  • View showing only one team or campaign

Before submitting support, make sure filters are not hiding the record.

6. Step 4: Check Ownership

Ownership affects what you see and what you are responsible for working.

Check whether the record is assigned to you.

Ownership fields may include:

  • Contact owner
  • Company owner
  • Lead owner
  • Deal owner
  • Task owner

If you are using a view called “My Contacts,” but the Contact owner is not you, the record may not appear.

If you think ownership is wrong, do not change it without clarity.

Ask Sales Ops or submit support.

7. Step 5: Check View Visibility

Some views are private.

If another AE created a view as private, you may not be able to see it.

View visibility may be set to:

  • Private
  • Team
  • Everyone

If you cannot see a view someone referenced, ask:

  • Was the view shared with me?
  • Was it created as private?
  • Is it team-only?
  • Am I on the correct HubSpot team?
  • Do I need my own version of the view?

If needed, create your own view using the same filters.

8. Step 6: Check Dashboard Visibility

Dashboards may also have visibility settings.

If you cannot see a dashboard, ask:

  • Was the dashboard shared with me?
  • Is it private?
  • Is it team-only?
  • Am I on the correct team?
  • Do I have report access?
  • Is the dashboard in the right HubSpot portal?

If you can see the dashboard but it appears empty, check whether the reports are filtered to someone else’s ownership.

9. Step 7: Check Report Filters

A dashboard may appear wrong because the reports are filtered incorrectly.

Check:

  • Is the report filtered to your owner name?
  • Is it filtered to the correct date range?
  • Is it pulling Contacts, Companies, Leads, or Deals?
  • Is it excluding closed Deals?
  • Is it looking at team data instead of your data?
  • Are activities being logged correctly?
  • Are tasks assigned to you?

A report may be technically working but still not useful if the filters are wrong.

10. Step 8: Check Lead Access

If you cannot see Leads, go to:

Sales > Sales Workspace > Leads

Then check:

  • Are you in the Leads area?
  • Are filters hiding Leads?
  • Are Leads assigned to you?
  • Is the Lead status active or closed?
  • Was the Lead converted to a Deal?
  • Was the Lead disqualified?
  • Do you have permission to access Leads?

If you still cannot access Leads, submit a support request.

11. Step 9: Check Deal Access

If you cannot see Deals, go to:

CRM > Deals

Then check:

  • Are you in the correct pipeline?
  • Are you in board view or table view?
  • Are filters hiding Deals?
  • Are closed Deals hidden?
  • Is the Deal owner someone else?
  • Is the Deal associated with the correct Company?
  • Is the Deal associated with the correct Contact?
  • Do you have permission to see or edit Deals?

Do not create a duplicate Deal because you cannot find one.

Search and escalate first.

12. Step 10: Check Knowledge Base Access

If you cannot access an internal Knowledge Base article, check:

  • Are you using the correct link?
  • Are you logged in if required?
  • Are you part of the correct access group?
  • Is the article private?
  • Is the article published?
  • Is the article in the correct category?
  • Are you trying to access a draft instead of a published article?

If the article is internal-facing, access may be restricted to the sales team or another access group.

Submit support if you believe you should have access.

13. Step 11: Check Email Plugin Access

If your HubSpot email plugin is not visible in Outlook or Gmail, check:

  • Is the plugin installed?
  • Are you logged into HubSpot?
  • Are you using the correct HubSpot account?
  • Is Outlook, Gmail, or Chrome updated?
  • Is the extension enabled?
  • Is the HubSpot sidebar pinned or hidden?
  • Did your browser block the extension?
  • Are you using the correct email address?

If you can send emails but they do not log to HubSpot, that may be a plugin, permission, or association issue.

Submit support if the issue continues.

14. Step 12: Check Whether You Have Edit Permission

Sometimes you may be able to view a record but not edit it.

This may happen if:

  • You do not have permission to edit that object
  • You do not own the record
  • The field is restricted
  • The record belongs to another team
  • The property is controlled by Sales Ops
  • The object has required field rules
  • Your role does not allow certain changes

Do not force changes or create new records to get around permission limits.

Ask for the correct access or request the change through support.

15. What to Do If You Cannot Create a View

If you cannot create a view:

  1. Confirm you are on the correct object page.
  2. Check whether you see + Add view.
  3. Confirm you have permission to create views.
  4. Try creating a simple view first.
  5. Refresh HubSpot.
  6. Take a screenshot of the issue.
  7. Submit support if needed.

Your support request should include the object, view name, filters you tried to use, and what happened.

16. What to Do If You Cannot Create a Dashboard

If you cannot create a dashboard:

  1. Go to Reporting.
  2. Check whether you can access Reports or Dashboards.
  3. Look for the create dashboard option.
  4. Confirm whether your permissions allow dashboard creation.
  5. Ask whether Sales Ops wants you to create your own dashboard or use a shared dashboard.
  6. Submit support if access appears incorrect.

Not every user may have the same dashboard permissions.

17. What to Do If You Cannot Create a Deal

If you cannot create a Deal:

  1. Confirm you are in the right Contact or Company record.
  2. Check whether the Deals card is visible.
  3. Check required fields.
  4. Check whether you have Deal creation permission.
  5. Try creating from CRM > Deals if appropriate.
  6. Take a screenshot of the issue.
  7. Submit support if needed.

Do not create a note pretending to be a Deal.

Do not create a Deal under the wrong record.

18. What to Do If a Record Is Read-Only

If a record or field appears read-only:

  1. Confirm whether you own the record.
  2. Check whether the field is restricted.
  3. Check whether the field is system-controlled.
  4. Ask Sales Ops if the field should be editable.
  5. Submit support if the record needs an update.

Do not enter information into the wrong field because the correct field is locked.

19. What to Do If You Cannot See Your Assigned List

If your assigned list is missing:

  1. Confirm whether the list was uploaded.
  2. Confirm whether records were assigned to you.
  3. Check Contacts.
  4. Check Companies.
  5. Check Leads.
  6. Clear filters.
  7. Search manually by known record names.
  8. Ask Sales Ops for the import or assignment status.
  9. Submit support if records are still missing.

Do not start creating records manually from the old spreadsheet unless Sales Ops instructs you to.

20. What to Do If Another AE Can See Something You Cannot

If another AE can see a record, view, dashboard, or article that you cannot:

  1. Compare your location in HubSpot.
  2. Compare filters.
  3. Compare view visibility.
  4. Compare dashboard visibility.
  5. Check whether you are on the same team.
  6. Check whether ownership is different.
  7. Take screenshots from both sides if possible.
  8. Submit support if access should be the same.

This is often a permission, team, or sharing issue.

21. What to Include in an Access Support Request

When submitting an access issue at:

https://support.chainit.com/

Include:

  • Your name
  • What you cannot access
  • The object or tool affected
  • The link, if available
  • Screenshot
  • What you expected to see
  • What you see instead
  • Whether another user can access it
  • Whether this blocks sales activity
  • Urgency level

Example:

“I cannot access the Day 1 in HubSpot Knowledge Base article. I am logged into HubSpot, but the link says I do not have access. I believe I should be included in the Sales Team access group. Screenshot attached.”

22. When Access Issues Are Urgent

An access issue is urgent when it blocks active work.

Examples:

  • You cannot log into HubSpot.
  • You cannot access active Deals.
  • You cannot access assigned Leads.
  • You cannot access customer onboarding information needed today.
  • You cannot submit support.
  • A customer issue is blocked because you cannot access a system.
  • Multiple users are affected.

If the access issue is not blocking immediate work, use normal priority.

23. Common Access Mistakes to Avoid

Avoid:

  • Creating duplicate records because you cannot see one
  • Rebuilding dashboards that already exist
  • Recreating shared views without checking visibility
  • Changing ownership without approval
  • Working from old spreadsheets because you cannot find records
  • Asking multiple people in side channels without submitting support
  • Assuming a record is missing before clearing filters
  • Assuming you should have access to everything
  • Entering information into the wrong field because the right one is locked
24. Access Troubleshooting Checklist

Before submitting support, confirm:

  • I am logged into the correct HubSpot account.
  • I am in the correct object.
  • I cleared filters.
  • I searched by multiple fields.
  • I checked ownership.
  • I checked view visibility.
  • I checked dashboard/report filters.
  • I confirmed whether another user can access it.
  • I took a screenshot.
  • I did not create a duplicate record.
  • I can explain the business impact.
25. Final Standard

If you cannot access something, do not guess and do not create workarounds.

The ChainIT Pay access and permissions standard is:

  • Confirm your account.
  • Confirm the object.
  • Clear filters.
  • Check ownership.
  • Check view and dashboard visibility.
  • Check whether the content is private or shared.
  • Do not create duplicate records.
  • Do not bypass permissions with bad data.
  • Submit support when access needs review.

Access issues should be resolved cleanly.

Clean access protects your workflow.

Clean workflow protects HubSpot data.

Clean data protects pipeline visibility for ChainIT Pay.