Choose the symptom you can observe
Open the matching case. Check the existing state before changing a record or repeating an action.
The teammate says the invitation never arrived.
Check first
- Confirm the invitation email address and whether the invitation is still pending.
- Ask the recipient to check spam, quarantine, group-mail rules, and mailbox capacity.
- Check whether the person already accepted a different invitation or is active under the same email.
Next action
Correct the address if it is wrong, then resend only while the invitation remains pending and the recipient is still the intended person. If the account is already active, direct the teammate to sign in through the existing account instead of issuing another invitation.
Confirm the result
The invitation history shows the intended address, a current pending or accepted state, and the teammate can reach the organization after acceptance.
The teammate can sign in but cannot see the intended franchise.
Check first
- Compare the organization role with the franchise assignment on the member record.
- Confirm the person is looking at the same organization and location named in the request.
- Check whether the franchise is active and whether access changed after the invitation was accepted.
Next action
Add or correct the specific franchise assignment through an authorized access owner. Do not widen the organization role merely to compensate for a missing location assignment.
Confirm the result
The member record names the intended franchise assignment and the teammate can open that workspace without gaining unrelated locations.
The teammate sees the franchise but cannot perform the needed task.
Check first
- Name the exact task and compare it with the member's organization role.
- Check whether the task requires a separate franchise assignment or reviewer role.
- Confirm the blocked action is a permission boundary rather than a missing record or inactive state.
Next action
Ask an authorized administrator to grant the narrow role or assignment required by the task, and document the reason. Keep the member at the current scope if the requested action is outside the person's responsibility.
Confirm the result
The member can complete the named task in the intended franchise and cannot access work outside the approved organization or location scope.
A suspended or removed member still appears to have access.
Check first
- Check the member lifecycle status and the timestamp of the latest access change.
- Confirm whether the person is listed separately through another invitation or account record.
- Ask the user to sign out and retry after the access state has propagated.
Next action
Resolve duplicate membership or invitation records with the access owner, then keep the intended status as the single source of truth. Do not reactivate a member just to test visibility; use a controlled authorized check instead.
Confirm the result
The member list shows one current lifecycle state, the unintended assignment is gone, and a fresh session no longer exposes the restricted workspace.
Prepare a useful escalation
- Include the member email, invitation or member identifier, organization role, franchise assignment, and lifecycle timestamps.
- Describe the smallest task and location the person needs rather than asking for broad access.
- Route role changes to an authorized administrator and keep the access decision documented.
Reference the relevant record instead of copying credentials or unrelated personal information into the handoff.