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When a team member reports they cannot see a section they should have access to, the cause is usually a role configuration, an audience setting, or a tier limit. Work through the symptoms below.
Cause. The section has not been populated, or the team member’s role does not include read access to it.Fix.
  1. Sign in as the brand owner and confirm the section is populated (open Settings → Brand Identity → Section status). Unpopulated sections are hidden from team members.
  2. Open Settings → Team, find the team member, check their role. Team Members and Editors have read access to standard sections by default.
  3. If the team member is an Editor with restricted scope, the scope may exclude this section. Either widen their scope or treat the section as read-only for them.
Cause. Permission misalignment between the team member’s role and the section’s audience setting.Fix.
  1. Confirm the section is a standard section, not a Horizon. Standard sections do not have custom audience settings; only Horizons do.
  2. If it is a standard section, the access-denied result is unexpected. Write to support@brandatlas.pro with screenshots from both sides.
Cause. The Horizon’s audience excludes them. Horizons can be scoped to all team members, to specific roles, or to specific people.Fix.
  1. Open the Horizon as the brand owner. Click Audience.
  2. Check whether the audience is All team members, Editors only, or Specific people.
  3. Adjust to include the team member, or accept that they are not in scope for this Horizon.
Cause. Cached content in their browser or a propagation delay after a recent edit.Fix.
  1. Ask the team member to reload the page (hard-refresh).
  2. If the issue persists for more than a minute after an edit, sign them out and back in.
  3. If the issue persists across browsers, write to support; the section’s cache may need invalidation.
Cause. The pass scope does not include the section, the pass has expired, or the pass has been revoked.Fix.
  1. Open Guest Passes → Active, find the pass, check its scope and expiry.
  2. Adjust the scope (narrow only; widening requires a new pass).
  3. If the pass is expired or revoked, issue a new one.
Cause. The invitation has not been accepted, or the team member signed in with the wrong account.Fix.
  1. Open Settings → Team and check the team member’s status. Invited means they have not accepted yet.
  2. Confirm they used the link in the invitation email (rather than navigating to the portal directly with a different account).
  3. If the invitation has expired, resend it.

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When to escalate

If none of the above resolves the issue, write to support@brandatlas.pro with:
  • The team member’s email and role.
  • The section or Horizon affected.
  • A screenshot from the team member’s side.

Roles and permissions

Role reference.

Team and seats

Team management.

Guest Passes explained

Pass reference.