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 assigned to a specific tenant can only see that tenant. To give cross-tenant visibility, assign Operator access at the MSP level, or upgrade to Owner.
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.
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].