Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Admin |
A colleague opens Explore and is refused access. Four causes, and the first one is right most of the time.
Symptoms
- A permission message when opening Explore.
- Explore is missing from the product menu.
- A shared dashboard link says it cannot be opened.
One: the role has no Explore permission
The usual cause. Explore access is set on the role, separately from everything else, so an agent with wide permissions elsewhere can still have none here.
Check the role rather than the person.
Two: they are an end user, not an agent
Explore is for agents and admins. Somebody who was set up as an end user, which happens when an account is created from an email, cannot reach it at all.
Three: the dashboard was not shared
Different from having no Explore access. They can open Explore and not that dashboard. If the message appears only for one link, this is it.
Four: real-time is separate
Access to the real-time dashboards is set apart from ordinary Explore access. Somebody with dashboards may still be refused there, and that is configuration rather than a fault.
How to tell them apart quickly
Ask whether they can open Explore at all. If yes, it is sharing. If no, it is the role. That one question splits the four causes in half.
Then decide what they need
Most people need to read a dashboard, not build reports. Viewer access plus a shared dashboard is the right answer far more often than editor access.
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