If you are navigating the platform and notice that certain features, tools, or modules are missing, greyed out, or inaccessible, it is usually related to your account's configuration. These are the most common solutions>
1. Subscription Package Level
The features available to you are directly tied to your organisation's current subscription plan.
Lower Subscription Tier: You may be subscribed to a basic or lower-tier package that does not include the premium features you are trying to use.
No Active Subscription: If your trial has expired or your license is currently inactive, your access to platform features will be heavily restricted.
How to fix it: If you believe your company should have access to these features, or if you wish to upgrade, please contact Mercell Support to discuss your subscription options.
2. User Role Permissions
Even if your organisation subscribes to the highest tier, you may still lack access if your specific user profile has restricted permissions.
Organisation administrators can assign different roles to different users. If your role does not have the necessary permissions enabled, those specific features will be hidden or locked.
How to fix it: You will need to contact your Organisation Administrator. They can review your current user role and adjust your permissions to grant you the necessary access.
If you are unsure who your company administrator is, or if you are the only user registered for your organisation and need assistance, please contact the Mercell Support Team.
3. Using a "Limited" or "Restricted" View
Sometimes, the issue is simply how you accessed the page, rather than your account's actual permissions.
If you clicked a direct link from an email or a bookmark without being actively logged in, the system may load a "limited" or "restricted" view of the page. This is a security measure that hides sensitive information and interactive features.
How to fix it yourself: Ensure you have an active login session. Open a new tab, navigate to the main Mercell login page, and sign in. Once you are fully authenticated, try accessing the feature or link again.
Article Ref: 270420261047