If a team member cannot see or open a shared project in BrandMentions, the cause is usually simple. In most cases, it is related to project access, user roles, pending invitations, or working in the wrong workspace.
This troubleshooting guide explains the most common reasons why a team member is unable to access a shared project and how to fix each situation.
Quick checklist
Ask the team member to confirm the following:
Has the project actually been shared with their user account?
Does their user role include permission to view that project or section?
Have they accepted their BrandMentions invitation and created their account?
Are they logged into the correct BrandMentions workspace or company account?
If any of these are not correct, the user will not be able to access the shared project.
Reason 1: The team member has not been granted access to the project
This is the most common cause of access issues. A team member can only see the projects that you explicitly assign to them. If you forget to add a project to their profile, it will not appear in their account.
How to check and fix this
Go to the Team Members dashboard in your BrandMentions account.
Find and edit the profile of the team member who cannot see the project.
In their profile, go to the Projects section.
Check the list or dropdown and make sure the project they need is selected.
If the project is not selected, add it to their list of accessible projects.
Save your changes and ask the user to refresh their BrandMentions page or log out and log back in.
Once the project is added to their profile, it should become visible to them.
Reason 2: Their user role restricts project access
Even if a project is assigned to a team member, their user role may limit what they can see. Some roles may not have permission to view certain areas of the platform, such as Analytics, Reports, or other specific sections of a project.
How to check and fix this
Review the permissions for that role and check if it includes access to:
Projects
The specific sections they are trying to open, such as Analytics or Reports
If the role does not have the required permissions, you have three options:
Edit the role and enable the necessary permissions.
Assign a different role to the user that already has the correct permissions.
Edit the user’s profile and manually override the role’s default settings by turning on the permissions they need.
After updating the role or permissions, ask the team member to refresh the page and try accessing the project again.
Reason 3: The invitation has not been accepted
New team members cannot access any projects until they:
Receive their BrandMentions invitation email.
Accept the invitation.
Create and confirm their BrandMentions account.
If this process is not complete, they will not be able to access shared projects.
How to check and fix this
Ask the team member if they have received an email invitation from BrandMentions.
If they have the email, ask them to click the invitation link and complete the account setup.
If they cannot find the email:
Ask them to check their Spam, Junk, and Promotions folders.
Confirm that the email address you used to invite them is typed correctly.
Go to the Team Members dashboard and resend the invitation if necessary.
Once they accept the invitation and finish their account setup, they will be able to see any projects you have assigned to them.
Reason 4: The team member is logged into the wrong account or workspace
Some users work with multiple BrandMentions accounts. For example, a freelancer may have access to several client workspaces. If they are logged into the wrong account, they will not see the projects you shared in your company workspace.
How to check and fix this
Ask the team member to look at the workspace switcher in their BrandMentions interface.
Confirm that they are in the correct company account or workspace.
If they see multiple workspaces, have them switch to the one that corresponds to your organization.
Once they select the correct workspace, they should see the projects assigned to them.
If they are unsure which workspace is yours, share the workspace name with them so they can select the right one.
By checking each of these areas, you can quickly identify and fix most project access issues and help your team get back to collaborating smoothly on your brand monitoring projects.