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A user cannot see or choose a branch

A user can choose only the branches they are mapped to. Check that the company is branch based, that the branch is active, that the user is mapped to it, and that the user signed in again.

  • Administration Troubleshooting
  • 3 min read
  • Updated October 20, 2026

For Administrator Owner Support

Check in this order

  1. Is the company branch based?
    Who
    Administrator
    Where
    Company setting > Subscription: Branch applicable
    What changes
    Without it there are no branches to choose: no Branch tab, no Switch branch, and the Branch box on a user is switched off (Branches).
  2. Is the branch active?
    Where
    Company setting > Branch > the branch's Status
    What changes
    An inactive branch is not offered by Switch branch and cannot be given to a user on the mapping screen. A user whose default branch is inactive cannot sign in at all.
  3. Is the user mapped to the branch?
    Where
    User > the row > Edit > More branches, or the branch mapping screen (Map several users to a role or to a branch)
    What changes
    A user can choose only the default branch and the extra branches ticked there.
  4. Did the user sign in again?
    Where
    Profile menu > Sign out, then sign in
    What changes
    The list of branches is read at sign in.
  5. Is it the Switch branch entry that is missing?
    What changes
    It shows only when the company is branch based and the user is mapped to at least two active branches. A user with one branch has nothing to switch to (Work in another branch).

"I am in the right branch but cannot make a document"

A new branch has no numbering series. Its users have no Add button on the sales screens until the administrator adds a series for it: Create and manage numbering series.

Common questions

Do I tick the user's default branch again under More branches?

No. The default branch is always one of the user's branches. More branches is only for the extra ones.

I cleared a person on the branch mapping screen and they lost the branch.

Saving makes the ticked list the whole list for that branch. Open the screen, choose the branch, tick the person again and save (Map several users to a role or to a branch).

Related guides

Work in another branch A user who is mapped to more than one branch chooses the branch to work in from the profile menu. New documents are made in the… Branches A branch is a shop or office. Add it on the Branch tab of Company setting, within the number your licence allows; then give it… Map several users to a role or to a branch Two screens give a role, or a branch, to many users in one go: choose the role or the branch, tick the users, and save. They add… Add or change a user A user needs a user name, a password, a name, an e-mail, a default branch, a main role and the dates the user may sign in. Extra… Create and manage numbering series A series gives one kind of document its numbers for one branch and one fiscal year. This article is the administrator's view: how… How the licence decides what a company has The licence is set by Penahak. It says which parts of Penahak the company has, how many users and branches, and the last day. A…

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