The client profiles each staff member can see are determined by the Security Role assigned on their staff profile. If a staff member is unable to see certain client profiles that have been added to the account, their assigned security role may limit their visibility.
Client Visibility for Default Security Roles
Account Owners & Administrators: can see all client profiles on the account
Location Super Users: can see all the clients that have been scheduled at the location(s) they are assigned to
Users: can see clients that have scheduled appointments with them, but cannot see any of the clients that have booked with other staff
Reports Only: no direct client access, only what is available through Reports
Troubleshooting Common Issues
Client Profiles Without Appointments
If a client profile has been added or imported but does not have an appointment scheduled, staff with the Location Super User or User roles will not be able to see the profile. These roles only allow visibility into clients that have appointments associated with their assigned location(s) or with them directly.
As a result, client profiles without appointments fall outside the visibility scope for these roles and will not appear in their Clients list, even though other staff (like Admins and the Account Owner) can see them.
How to Fix This
Create a custom security role to give these staff members broader client access:
- Clone the default security role they are currently assigned (e.g., User or Location Super User)
- In the cloned role, update the Client Access setting found under More Security Permissions to allow access to all client profiles
- Assign the new custom role on the associated staff profile(s)
- Have the staff sign out and back in to see the updated client list