Sometimes, a contact may log in with the email they were not recruited with and create a new account with their new company email that doesn't have Staff or Admin permission.
From Brokerkit, click your name in the upper right-hand corner and select Manage Team. Verify that the user's email has Admin or Staff access and verify with them that they are logging in with that email address.
If they have multiple accounts, consider merging the duplicates to avoid issues in the future. Please see the article here on how to merge duplicate contacts.
I can see my Admin or Staff view, but I can't see all the contacts in Recruiting or Retention
If you can log in and see the Admin or Staff menus but only see your own contacts (or a limited list), you may have the view filter set to "My" instead of "Show all":
- Go to Recruiting or Retention.
- Look for the "My" / "Show all" filter at the top of the contacts list.
- Select "Show all" (or "All") to see every contact in the account.
For Staff users: Even with "Show all" selected, your visibility may be limited by Lead Access rules. An admin can adjust these at Account Settings → Lead Access to give you access to all leads, only your own, or your own plus unassigned leads.
For a full explanation of roles, Lead Access rules, and the view filter, see Managing Users and Permissions in Your Account.