If a page is missing or you see a message like Access Denied or Upgrade Needed, it is usually caused by a team member's role or by the account's plan. This guide is for landlords and their team members. It helps you find the cause and fix it.
Who is affected
- Account owner: sees everything, but is limited by the plan.
- Team member (added in Settings > User): limited by the role the owner gave them, and by the owner's plan.
1. Match what you see to the cause
| What you see | Cause | Fix |
|---|---|---|
| A sidebar item or page is missing | Your role doesn't include View access for it | Step 2 |
| "You don't have permission to access this page. Please contact your administrator." | No View access for that page | Step 2 |
| Access Denied or Error window asking you to request access | You can view it, but can't add, edit or delete | Step 2 |
| Module Not Found, or Restricted in the top bar | The page needs a higher plan | Step 3 |
| Upgrade Needed, or "is not available in your current plan" | The plan doesn't include that feature | Step 3 |
| Subscription Restricted with Update Payment Method | A billing problem | Step 3 |
| Subscription Downgrade Pending with Go To Subscription | A scheduled downgrade is blocking the action | Step 3 |
| A storage limit message | The account is out of file storage | Step 3 |
| "OOPS! PAGE NOT FOUND" with a 404 | The link is for a different portal, or the address is wrong | Step 4 |
| The Welcome to DigitalTenant page | You are not logged in | Step 4 |
| A blank page | The app couldn't load your plan | Step 4 |
2. Fix a team member's permissions
The account owner, or a team member with User Roles access, does this.
- Go to Settings > User to see which role the person has.
- Go to Settings > User Roles and edit that role. Set each area to No Access, View Only, View + Create/Edit or Full Control.
- Ask the team member to refresh the page, or log out and back in. Permissions load when the app starts, so changes don't appear until they do.
If every button gives Access Denied, the role is probably View Only. Raise it to View + Create/Edit or Full Control.
3. Fix a plan limit
The account owner goes to Settings > Subscription to upgrade or fix a payment. The Upgrade Subscription, Upgrade, Go To Subscription and Update Payment Method buttons all take you there.
| Plan needed | Features |
|---|---|
| Property Standard, Pro or Max | Settings > User, User Roles and Portfolios, and all reports except Tenants and Unpaid Rents |
| Property Pro or Max | Mileage (Accounting > Mileage) |
Team members see the owner's plan limits. Only the account owner can upgrade.
4. Fix a page not found, login loop or blank page
- "OOPS! PAGE NOT FOUND": each portal only opens its own pages. Click Go Home. Check the address if you typed it.
- Welcome to DigitalTenant page: you have been signed out. Log in on Login to Landlord Portal.
- Blank page: refresh. If it stays blank, check that Settings > Subscription opens.
- A "No Access" page from an old link or bookmark: go to your Dashboard.
Good to know
- Team members add properties from Rentals > Properties > Add Property. This needs Properties access at View + Create/Edit or higher.
- Team members should manage Settings on a computer with a wide browser window. On phones and tablets, Settings tabs may show an access message.
- Chat is always available to team members. It isn't controlled by a role.
- Upgrade Needed, but you are on a higher plan? Refresh the page and check Settings > Subscription.
- A white page that says "Something went wrong." Refresh. If it keeps happening, contact our support team and tell us the time and the page you were on.
Need help?
Email us at support@digitaltenant.com, or use the Help button in the bottom-right corner of your dashboard.