> For the complete documentation index, see [llms.txt](https://docs.hotwax.co/documents/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.hotwax.co/documents/system-admins/administration/company/users/troubleshooting/application-access-issue.md).

# Troubleshoot application access

Use Company to trace access from the user to a Security Group and then to the required App Permission.

## Confirm the user

1. Open the **Company App**.
2. Go to `Users`.
3. Find the affected user.
4. Confirm that login shows an active status.
5. Confirm that the user is active.

## Confirm Security Group membership

1. Open the user's clearance section.
2. Review the assigned Security Groups.
3. Identify the group expected to grant the missing access.
4. Add the approved group when missing.

## Confirm the App Permission

1. Go to `Users` > `App Permissions`.
2. Open the affected application.
3. Select the permission for the missing page or action.
4. Confirm that the expected Security Group appears under group access.
5. Confirm that the user appears under users with access.

Use the live App Permissions catalog instead of a copied list of permission IDs.

## Confirm facility access

Fulfillment and pickup applications can also require facility association.

1. Return to the user.
2. Review the assigned facilities.
3. Add the facility where the user needs to work.
4. Save the user.

## Retest

1. Ask the user to sign out.
2. Ask the user to sign in again.
3. Open the exact page or repeat the exact action.
4. Record the missing page or action when access still fails.

Contact support with the user ID, Security Group, App Permission, facility, and exact action. Keep the user's password out of the support request.


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