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Something is missing, and you expected it to be there. There are exactly four reasons, and they look different on screen. Work out which one it is before you change anything.

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Start here

1

Is it in the sidebar at all?

No, it is completely gone → the app is switched off. Jump to reason 1.Yes, it is there → keep going.
2

Does it show an upgrade prompt when you open it?

Yes, it is blurred with an upgrade message → your plan does not include it. Jump to reason 2.No, the page opens normally → keep going.
3

Is a button missing, greyed out, or refusing you?

Yes → you lack the capability. Jump to reason 3.No, everything works but data is missing → keep going.
4

Is a person or project missing from a list?

Yes → it is outside your supervision scope. Jump to reason 4.

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The four at a glance

The one question that splits the top two: is it in the sidebar? Hidden entirely means an app is off. Visible but blurred means the plan.

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Reason 1: the app is switched off

TimeTracker is built from 15 apps a workspace can switch on or off. An app that is off is hidden everywhere – no sidebar entry, no page, no button.

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How to tell

  • The whole area is absent from the sidebar.
  • Other people in the workspace cannot see it either, whatever their role.
  • Navigating to it directly does not work.

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Common cases

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How to fix it

Ask an Owner or Admin to open Settings → Apps and switch it on. It takes a second and costs nothing.
Some apps need another one first. Time Clock needs Work schedules, because expected hours and absence are worked out from a schedule. Switching Time Clock on pulls Work schedules in automatically.
See apps and modules.

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Reason 2: your plan does not include it

Pro features stay visible. They do not vanish – they show you what you are missing and offer to unlock it.

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How to tell

  • The area is still in the sidebar.
  • Opening it shows a blurred preview with an upgrade message.
  • The message names the feature and the plan it needs.

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What is Pro

Approvals, Invoicing, Payments, Budgets, Profitability, Resource Planner, Client portal, Advanced reports, Exports, Integrations and Location rules. Recording your work is free. Resolving it is paid.

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The three that trip people up

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How to fix it

Ask whoever holds billing.manage – an Owner or Admin – to upgrade. See plans and pricing.

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Reason 3: you lack the capability

Your role decides what you can do. A control you have no permission for is not rendered at all, or is disabled.

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How to tell

  • The page opens.
  • A button is missing or greyed out, or an action refuses you with a message that starts “You can’t…”.
  • A colleague on a different role can see the same button.

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Common cases

The full grid is on the roles and permissions matrix.

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One more possibility: a per-person override

A capability can be switched off for one person on top of their role. If you can do something your teammate on the same role cannot, check per-person permissions. Today this applies to clocking in and out.

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How to fix it

Ask an Owner or Admin to change your role, build a custom role, or lift the override.

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Reason 4: it is outside your scope

This is the subtlest one, and the one people misdiagnose most. You may hold the permission and still see nothing, because a supervision scope decides who the permission applies to.

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How to tell

  • The page opens and the controls all work.
  • A specific person or project is missing from a list.
  • Someone else opens the same page and sees more rows.
  • Your own data shows up fine.

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The classic case

Priya is a Project Manager. She holds time.approve. She still cannot approve Ana’s timesheet, because Ana is not on any project Priya runs. Priya has the permission and not the person.

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How to fix it

Three options, narrowest first:
  1. Add the person to a project you both work on.
  2. Put you both in the same group and use a group scope.
  3. Widen the role’s scope to workspace.
Scope lives on the role, not the person. To give one person a different reach, build a custom role for them.

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A quick self-test

Answer these in order and you will land on the right reason every time.

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Common questions

That is an app switch, not a permission. Permissions differ per person; an app is workspace-wide. Check Settings → Apps.
An Owner holds every capability and workspace-wide scope, so it is not reasons 3 or 4. It is the app switch or the plan.
Money columns are gated separately. Cost and margin need time.viewCost and rate.viewCost. See cost rates.
Either the app it reads from was switched off, or your scope changed. See report problems.
Reload the page. Permissions are read when the app loads.

Permissions matrix

Every capability against every role.

Supervision scope

Why you see some people and not others.

Apps and modules

Switching whole areas on and off.

Plans and features

What Free and Pro each include.

Access errors

What each refusal message means.

Per-person permissions

When one person is the exception.