Access Problems¶
Most access problems have one of a few causes: the sign-in itself, your access to the company, or the role you hold in it. This page goes through each symptom in the order you meet it, from the Log In page to a missing button, and says who can fix it. The rules behind each role are in Roles and Permissions.
Before You Begin
- Know your company's Company Admins. The This Area Is Locked for You page names them under Your Company Admins, and a Company Admin can see every user on Settings → Users & Access.
Who Can Fix What¶
| Problem | Who Fixes It |
|---|---|
| Your password, a lost or expired password link | You, with Forgot password?, or a Company Admin with Reset Password or Resend Invitation |
| Your role, your access to an area, suspended or removed access | A Company Admin of that company, on Users & Access |
| An approval step your role does not include | A Company Admin or an Accountant, who performs the step |
| A suspended company, the Jobs & Costing module, a sign-in turned off by Structally, more seats | Structally; your Company Admin contacts Structally |
You Cannot Sign In¶
The Log In page refuses a sign-in with one message, whatever the reason: Please enter a correct username and password. Note that both fields may be case-sensitive. "Username" means your email address. Check these causes in order:
- Capital letters in the email. Structally stores every sign-in email in lowercase, and the Log In page compares the address exactly as you type it. For example, Dana.Reyes@example.com is refused even when dana.reyes@example.com with the same password works. Type the email in lowercase.
- The password. Passwords are case-sensitive. Check Caps Lock and retype it.
- You never set a password. A user added by a Company Admin has no password until they use the link in the invitation email. Until then the user shows as Pending on Users & Access, and every sign-in is refused. Use the invitation link, or ask a Company Admin to click Resend Invitation.
- Your sign-in was turned off by Structally. The page gives the same message. Your Company Admin can ask Structally.
If you have forgotten the password, click Forgot password?, type your email and click Send Reset Link. On this page capital letters in the email do not matter. The Check Your Email page always says If an active account uses that email, a reset link will be sent., so it never reveals whether an address has a sign-in. A reset email is sent only to an active sign-in that already has a password: a user who never accepted the invitation receives nothing and needs Resend Invitation instead. See Forgot Your Password.
Remember Me only fills in the Email field next time; it does not keep you signed in. Your sign-in ends when you close the browser, and after eight hours in any case. Being sent back to Log In in the middle of your work is that limit, not an access problem; anything not yet saved on the page is lost.
Password Links¶
Invitation links and reset links work the same way. This password link is invalid or has expired. means one of these:
| Cause | What to Do |
|---|---|
| The link is more than three days old. | Click Request a New Password Link, or ask a Company Admin to send a new one. |
| A password was already set with this link. | Log in with that password, or reset it again. |
| You signed in after the link was sent. Signing in makes older links stop working. | Request a new link. |
| The link was an invitation and you never set a password. | Request a New Password Link sends nothing in this case. Ask a Company Admin to use Resend Invitation. |
On Users & Access, a Company Admin sees which link a user needs: Resend Invitation is offered for Pending users and Reset Password for Active users. If the user's status changed after the page was opened, the other action is refused with Identity has not accepted its invitation yet; resend the invitation instead. or Identity already has a password; reload the page. The Last Sign-In column shows Never for a user who has not yet signed in. See The Actions Menu.
A new password must meet the rules listed on the Set Your Password page; see Password Rules and the messages for each rule.
No Companies Are Listed¶
After you log in, Structally opens your company directly when you have access to only one company and it is not suspended. Otherwise it shows Your Companies, with an Open link on each company's card. A company appears there only while all of these are true:
- your access to that company is active (not suspended or removed);
- the company is active or suspended (a suspended company shows its card without Open, with This company is suspended, contact support);
- your sign-in itself is active.
When none qualifies, the page reads No company access. Ask the Company Admin who invited you to check your row on Users & Access: it may be Suspended or listed under Removed Users. Also check that you signed in with the email address you were invited with; another address is another sign-in.
A bookmark or emailed link to a company you can no longer open shows We Can't Find That Page with The link may be old, or it may point to a company you don't have access to. Structally shows the same page for a record that does not exist, so it never confirms that a company exists. Click Back to Your Companies.
Two other pages are temporary and not access problems: This company is being updated. Try again in a minute. and This company is being moved. Try again in a few minutes. While a company is being moved, pages still open but nothing can be saved; save again once the move is over.
See Choosing a Company.
An Area Is Missing or Locked¶
The navigation lists only the areas your role can see. A role gives each of the seven areas No Access, View or Edit:
| Area | Company Admin | Accountant | Viewer | Project Manager | Custom |
|---|---|---|---|---|---|
| Customers & Invoices | Edit | Edit | View | Edit | Chosen per user |
| Vendors & Bills | Edit | Edit | View | Edit | Chosen per user |
| Jobs & Costing | Edit | Edit | View | Edit | Chosen per user |
| Banking | Edit | Edit | View | No Access | Chosen per user |
| Reports | Edit | Edit | View | No Access | Chosen per user |
| Accounting | Edit | Edit | View | No Access | Chosen per user |
| Settings | Edit | No Access | No Access | No Access | Chosen per user |
An area at No Access is hidden. Opening one of its pages anyway, from a bookmark, a link in a report or a drill-down, shows This Area Is Locked for You, with the area's name (Your company access does not include Banking. Nothing is broken, you just need a key.) and the names of your Company Admins. Ask one of them to give you View or Edit on that area, or to change your role.
Other reasons an area or page is missing:
| What Is Missing | Why | What to Do |
|---|---|---|
| Jobs & Costing shows a padlock in the navigation | The module is not turned on for the company. Opening it shows Jobs & Costing is not turned on for this company. | Your Company Admin asks Structally to turn it on. |
| Company Details, Classes & Locations and Users & Access under Settings | These three pages are for Company Admins only, even for a Custom user with Edit on Settings. Opening one shows This page is for Company Admins only. | Ask a Company Admin. |
| The whole Settings group | Accountants, Viewers and Project Managers have no Settings access, so they cannot close the books, post opening balances, change email sending or import data. | Ask a Company Admin. |
| Cards on Home | Each card needs access to its area: Net Profit needs Reports, Cash Balance needs Banking. | See Who Sees Which Cards. |
| Job Costs and Job Cost Detail open the locked page from Reports | Both reports belong to Jobs & Costing, so they need access to Jobs & Costing as well as Reports. | Ask for View on Jobs & Costing. |
After you switch companies with Your Company, your role is the one you hold in the other company, so an area you could open a moment ago may be locked there.
Pages That Open Read-Only¶
With View access you can open an area's lists, records and reports, but the buttons that create or change records are not shown: no New Bill, no Edit Draft, no ⋯ menu with Void or Reverse, and the Create menu lists only what you can create. If you open a form anyway (from a bookmark or a link someone sent), Structally shows Write Access Required with You can view this company's accounting records., usually with a banner such as Permission denied for create_bill. above it. The last word of that banner is Structally's own name for the action. New Job and New Forecast instead show This page is read-only.
Nothing was changed. Ask a Company Admin for Edit on the area, or ask a user who has it to make the change.
Buttons Missing Because of the Role¶
Some buttons depend on more than Edit on the area:
| Button or Choice | Shown To |
|---|---|
| Items in the Create menu | Users with Edit on the item's area: New Invoice and Receive Payment (Customers & Invoices), New Bill, New Expense and Pay Bills (Vendors & Bills), New Transfer, Make Deposit and Import Statement (Banking), Journal Entry (Accounting) |
| + Add New in a Class or Location picker | Company Admins only |
| + Add New in a Vendor picker | Edit on Vendors & Bills |
| + Add New in a Customer or Item picker | Edit on Customers & Invoices |
| + Add New in an Account or Terms picker | Edit on Accounting (so not Project Managers) |
| Edit on Job Cost Accounts, Commitment Overruns and Default Retainage, and the Create Account and Create Accounts buttons in Job Costing Settings | Company Admins only |
| Posting a bill over a blocked commitment with an Override Reason | Company Admins and Accountants |
| The approval buttons listed under Approval Steps | Company Admins and Accountants |
A Project Manager has no Banking access, so receipts they record into Undeposited Funds are deposited by someone with Banking access.
Approval Steps¶
These steps are reserved for Company Admins and Accountants. A Project Manager or a Custom user, even with Edit on Jobs & Costing, can prepare the record but not complete the step; the button is not shown, and a request that reaches Structally anyway is refused with a Permission denied for … message.
- Approving a forecast.
- Creating, refreshing, approving, posting or discarding a WIP schedule, and setting or confirming its uninstalled materials.
- Approving a schedule of values revision.
- Accepting or reversing a pay application.
- Approving or rejecting a change order. Anyone with Edit on Jobs & Costing can enter, submit and withdraw one.
- Posting a bill line that goes over its commitment when Commitment Overruns is set to Block in Job Costing Settings, with an Override Reason on the line. Other users get Line 1 exceeds commitment SC-2025-000008 line 1 by 1,250.00. (with their own figures).
Ask a Company Admin or an Accountant to perform the step once the record is ready.
Suspended or Removed Access¶
A Company Admin can Suspend a user (access paused) or Remove them (access taken away) on Users & Access. Either takes effect at once and applies to that company only:
- The company disappears from Your Companies and from the Your Company switcher. If it was your only company, you see No company access. after you log in.
- Bookmarks and links into the company show We Can't Find That Page.
- Your sign-in still works for your other companies.
- Records you created stay in the company and keep your name in their history and in the Audit Log.
To restore access, a Company Admin clicks Reactivate on your row (under Removed Users for a removed user). You come back with the same role. Reactivating needs a free seat; when every seat is in use it is refused with Approved seat limit reached for and the company's name. See Seats.
When the whole company is suspended by Structally, every user sees its card with This company is suspended, contact support, and no one can open it until Structally reactivates it.