If a user can log into Access Care Planning but cannot see certain menu items, modules, or features, there are four distinct reasons this can happen. Working through them in order will identify the cause without needing to raise a support case in most situations.
What are you trying to access?
Use the sections below to find the right check for your scenario.
1. A form or case file section is not visible
Access to specific forms and case file sections is controlled by Role Based Access (RBAC) at the service level. If a user cannot see a form or a section within a service user record, their role is likely missing the required permissions.
What to check:
Go to Configuration, then Services, then select the relevant service.
Click Roles, then select the role assigned to the user.
Check whether the relevant section has View, Create, or Edit permissions enabled for that role.
If not, add the required permissions and click Save.
Ask the user to log out and back in to apply the updated permissions.
📌 Note: Permission changes are cached in the user's session. If changes do not appear immediately after saving, a full log out and log back in will apply the latest settings. See Amend role based access for full steps.
2. A navigation menu item is not visible (Reports, Live View, Activities, etc.)
Navigation menu items in ACP are controlled by two layers: tenant preferences and user type. Both must allow the menu item for it to appear.
Step 1 - Check tenant preferences. Go to Configuration, then Tenant, then Preferences. Under Navigation Preferences, check whether the relevant setting (Show Reports, Show Live View, Show Activities, etc.) is enabled. If it is set to No, the menu item will not appear for any user regardless of their role.
Step 2 - Check the user type. Some navigation items are restricted by user type regardless of tenant preferences. For example, Alerts is only visible to Tenant Administrators and Branch Administrators. Carers have no access to the web console navigation at all. Check the user's type via Configuration > Users or Configuration > Employees and confirm it is appropriate for the access required. See User types for a description of each type.
3. A feature linked to Evo (Copilot, Feed) is not visible
Evo-integrated features such as Copilot and Feed have additional requirements beyond standard ACP permissions. These include a system-level feature flag enabled by Access, a linked Evo account, and functional cookies being accepted.
See Evo Copilot and ACP features not visible — why and how to fix for the full checklist.
4. A Branch Administrator cannot see data outside their assigned branch
Branch Administrators operate under a two-layer access model. This is by design and not an error.
Layer 1 - Branch assignment. A Branch Administrator can only see data within the branches they are assigned to. If they need access to additional branches, a Tenant Administrator must add those branches to their account via Configuration > Users. See Multi-branch access for Branch Administrators for steps.
Layer 2 - RBAC at service level. Even within their assigned branches, a Branch Administrator must also have Role Based Access at the service level to view specific customer records and forms. Branch assignment alone does not grant access to case files. Check Configuration > Services > Roles to confirm the user has been added to the relevant role within the relevant service.
Configuration permissions for Branch Administrators are controlled separately via Account Preferences in Tenant Preferences. A Tenant Administrator can enable or restrict what a Branch Administrator can manage (Users, Groups, Devices, Branches, Alert Notifications) from this section.
None of the above has resolved the issue
If you have worked through all four checks and the user still cannot see the expected module or feature, raise a support case via the Access Digital Assistant. Include the following:
The user's username and user type
The module or feature they cannot see
The service or branch they are trying to access
Which of the four checks above you have already completed