A menu item, a tab or a screen is missing

Q: Everyone with the role sees the screen except one person.

Compare that person with a colleague on User : their main role and their extra roles. A person set up by hand with a different role is the usual cause. If the roles match, ask the person to sign out and in.

Q: The Administrator sees the screen, but another role does not.

The Administrator role always has everything the licence holds, so it is not a test of another role. Open Role & Scopes , choose the role and tick the menu and the actions ( Choose what a role may open and do ).

Q: Penahak changed our licence and a new screen appeared, but only the administrator has it.

After a change the Administrator role gets the new menus at once. Other roles keep what they had: tick the new menus for the roles that should have them ( How the licence decides what a company has ).

A person sees a part of Penahak only when the licence includes it, their role has its menu and permission, and they have signed in since the role was changed. Work down the list in order.

Administration Troubleshooting
4 min read
Updated October 20, 2026

For Administrator Owner Support

Work down this list

Did the person sign in again?
Who
The person
Where
Profile menu > Sign out, then sign in
What changes
The menu and the permissions are read at sign in. A role changed a minute ago shows only after a new sign in. This fixes most cases.
Does the person have the role you think?
Who
Administrator
Where
User > the row (the Role column), or the role mapping screen (Map several users to a role or to a branch)
What changes
A user's menu is everything all their roles give. Check the main role and the extra roles, and that the role is Active.
Does the role have the menu?
Where
Role & Scopes > Role wise scope > the role
What changes
Find the menu in the Permission tree (menu entries are marked as menus) and tick it (Choose what a role may open and do). If the whole group is missing from the tree, go to the last step.
Does the role have the permission, not only the menu?
Where
The same tree
What changes
A menu opens the screen only with its permission. Without it the page says "Sorry, you don't have access to this page." Tick the permission, and the actions the person needs (see, add, edit, delete).
Is it an Add button or a tab, not a menu item?
What changes
An Add button needs the action's permission and a numbering series for the branch (Create and manage numbering series). Some tabs need a company feature: the Branch tab needs a branch-based company, the SMS tab the SMS feature, the payroll tabs the payroll part (The Company setting page and its tabs).
Is the part in the company's licence?
Who
Administrator, then Penahak
Where
Role & Scopes: the tree lists only what the licence includes
What changes
If the screen the business needs is not in the tree at all, it is not licensed. Ask Penahak to add it to the licence (How the licence decides what a company has). After the change the Administrator role gets it at once; tick it for the other roles.

What the person sees

The person sees	It means
The item is not in the side menu	Steps 2 and 3
Sorry, you don't have access to this page.	Step 4: the menu is there, the permission is not
OOPS! The page you requested does not exist.	The part is not in the person's menu, or the address is wrong
OOPS! The page you requested is not assigned to you. Please contact your administrator	The company does not have that feature (for example SMS)
"You are not authorised to access this resource." after pressing a button	The role lacks that action's permission

Worked example: the same complaint, three different causes

Three people at ABC Traders say "I cannot see the invoice screen". The administrator works down the list for each.

Who	What the administrator finds	Fix
Binod	Signed in again: no change. User shows Binod's Role is Store keeper, a role that has no invoice menu	Give Binod the Sales clerk role: as an extra role on the user form (More roles) or on the role mapping screen. Binod signs out and in (Map several users to a role or to a branch)
Chandra	The role is Sales clerk, but on Role & Scopes > Role wise scope the invoice menu is not ticked	Tick the menu, Save, and ask everyone with the role to sign out and in (Choose what a role may open and do)
Gita	The item is in the menu, but opening it says "Sorry, you don't have access to this page." The role has the menu without the permission	Tick the permission and the actions Gita needs (see, add), Save; Gita signs out and in

Each case stopped at a different step of the list: step 2, step 3 and step 4.

Common questions

Everyone with the role sees the screen except one person.

Compare that person with a colleague on User: their main role and their extra roles. A person set up by hand with a different role is the usual cause. If the roles match, ask the person to sign out and in.

The Administrator sees the screen, but another role does not.

The Administrator role always has everything the licence holds, so it is not a test of another role. Open Role & Scopes, choose the role and tick the menu and the actions (Choose what a role may open and do).

Penahak changed our licence and a new screen appeared, but only the administrator has it.

After a change the Administrator role gets the new menus at once. Other roles keep what they had: tick the new menus for the roles that should have them (How the licence decides what a company has).

A menu item, a tab or a screen is missing

Work down this list

What the person sees

Common questions

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