Access in Guardz is controlled by User Role. If a user can't see or access a feature, the most common cause is that their role doesn't include the required permissions.
Role Reference
Role | What They Can Access |
Owner (MSP Admin) | Full access to all tenants — settings, billing, remediation, reporting, prospecting |
Single Customer Admin | Full access within their single tenant only. No MSP-level or global settings |
Operator | Day-to-day security operations, remediation, allow/block lists. No billing, tenant management, or policy configuration |
Viewer | Read-only across assigned tenants. Cannot make any changes or take any actions |
Member | User Portal only — awareness training, quarantined email management |
Quick Troubleshooting Checklist
Check the user's current role — Go to User Management, find the user, and check their Role.
Is the user a Member? Members can only access the User Portal. If they need admin access, change their role to Operator or higher.
Is the user trying to access another tenant? Operators can be assigned at the MSP account level (giving cross-tenant visibility) or at an individual tenant level (limiting them to that tenant only). If an Operator reports they can only see one tenant, they were likely added at the tenant level. To grant cross-tenant visibility, navigate to User Management while in your MSP account context — not inside a specific customer tenant — and update their role assignment at the MSP level. Alternatively, upgrade to Owner role for full access to all tenants.
Is the feature missing for everyone? If no one can see a section (e.g., billing, MSP settings), it is likely restricted to Owner role only.
Is the user's status Active? Inactive and Suspended users cannot log in. Check their status in User Management and reactivate if needed.
Account or Mailbox Not Appearing in the Portal
If a user account or email mailbox is active in Microsoft 365 or Google Workspace but is not visible in Guardz, the most common cause is that the account is in a Suspended state within Guardz. Suspended accounts are displayed with an amber or inactive indicator rather than the standard green active status, and are excluded from active protection scope.
To resolve: go to User Management, locate the account, check its status, and reactivate it if the suspension was unintentional. If you cannot change the status or are unsure why the account was suspended, contact [email protected].
How to Change a User's Role
Go to User Management
Click on the user's record
Modify the role type
Save
Please note: Changing a role in Guardz does not affect the user's permissions in Google Workspace or Microsoft 365.
If access issues persist after correcting the role, contact [email protected].
Tip: When assigning MSP-level access, make sure you are in the MSP account context — not inside a specific customer tenant — when making role changes. A role assigned from within a customer tenant will only apply to that tenant.