User access not working in admin panel
Ticketclosed
Brackwell Freight Ltd · User access not working in admin panel
Depot managers could not be added to brain via admin panel despite appearing in Snowflake; invites sent but users not appearing in user list; access issue blocked depot rollout.
What happened
What this says
As at Fri 9 Oct 2026Depot managers could not be added to brain via admin panel despite appearing in Snowflake; invites sent but users not appearing in user list; access issue blocked depot rollout.
Problem: Customer tried to grant access to depot managers for dashboard expansion. Users visible in Snowflake but not recognized in brain admin panel. Handling: First response at 472 minutes was slow for access control issue. Support offered standard troubleshooting; issue persisted. Customer escalated requesting engineering review on 22 May 2025. Ticket closed 8 Jun 2025 with no clear resolution shown, likely requiring backend investigation.
Details
Updated 9 Oct 26Trail
created · Liam Doherty 15 May 2025 13:46We need to get some of our depot managers into the brain system, but they're not showing up in the admin panel when I try to add them. I've checked our user list in Snowflake and they're definitely there, but the brain isn't recognizing them. Is there a limit on how many users we can have, or is something else stopping them from accessing the system? We need to get this working so they can use the dashboards. Cheers, Liam.- Public reply · Bethan Lister 15 May 2025 21:38Just so I've got this right, you're trying to add new users to the admin panel but they're not showing up in your user list? I can help with that. Can you tell me how many users you're trying to add right now, and have you already invited them to the brain, or are you starting the invitation process?
- Public reply · Liam Doherty 19 May 2025 09:23We're trying to add a few of our depot managers to the system. I've sent them invites through the brain, but they're not showing up in my admin panel. I can see them in Snowflake, but they're not in my user list here. We need this sorted before we roll out to the depots.
- Public reply · Bethan Lister 21 May 2025 09:58Thanks for that. Can you try inviting them again directly from the admin panel? Click the "Invite user" button and send them the link. Let me know what they see when they try to accept the invite, and whether they successfully log in to their account.
- Public reply · Liam Doherty 22 May 2025 15:44I've tried inviting them through the admin panel. They've accepted the invites, but they're still not showing up in my user list when I log in. I'm not seeing what's blocking it. Can you get your engineering team to look at this?
- Status change · 8 Jun 2025 23:59