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What to do if changes to a user's permissions are not applied?

Learn what to check if you changed a user's permissions, but the changes are still not reflected in DataScope.

Written by Jessica Franco

Before continuing, verify that the user is accessing the correct DataScope account, especially if their email address is associated with more than one account.

👤 1. Make sure you're using the correct account

If a user belongs to multiple DataScope accounts, they may have different permissions in each one.

Before checking or changing any other settings, make sure the user is accessing the account where you made the changes.

If they work with multiple accounts, verify that they have selected the correct account before checking their permissions.

📱 2. If the user is using the mobile app

Permission changes may not be reflected immediately in an existing session.

To update the permissions:

  1. Log out of the DataScope app.

  2. Log back in with the same account.

  3. Make sure you are accessing the correct account.

  4. Check the available forms and features again.

This allows the app to load the user's updated permissions.

💻 3. If the user is using the Web Platform

Permission changes should be applied immediately.

If the user still sees their previous permissions:

  1. Refresh the browser page.

  2. Make sure you are using the correct account.

  3. If the change is still not reflected, log out and log back in.

  4. Check the available permissions again.

🔐 4. Review the configured permissions

If the user still doesn't have access, verify that their permissions are configured correctly.

  • Forms

If the issue is related to a specific form, verify that the form is included in the user's permissions.

Keep in mind that if forms are managed through a group, the group's configuration may determine which forms the user can access.

See: How to restrict a user's access to certain forms?

  • Other permissions

Also verify that the user has the permissions required to access the feature they are trying to use.

⚠️ If the changes are still not applied

If the issue continues after verifying the account, refreshing the session, and reviewing the permissions, contact our Support team through the platform chat.

When contacting us, include:

  • The user whose permissions you changed.

  • The account where you made the change.

  • The permissions you changed.

  • What the user should be able to see or do.

  • Whether the issue occurs in the mobile app, Web Platform, or both.

  • A screenshot, if possible.

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