If a button will not respond or a setting is greyed out, it is almost always one of two things: your role, or your plan. They look similar but are fixed in completely different ways.
Telling them apart
Hover over the control. The message tells you which it is.
- A message about permissions or admin access means it is your role.
- A message about your plan, or a prompt to upgrade, means it is your plan.
If the whole page will not open at all rather than one button being greyed out, that is a role restriction.
Restrictions by role
Some areas are limited to Super Admins:
- Billing. The page is not even listed in the sidebar for other members, and every billing action explains that only Super Admins can manage billing.
- Connecting a store. Members cannot connect Salla, Shopify, Zid or WooCommerce.
- Contacts and the CRM. Members are sent back to the dashboard home.
The fix is to ask a Super Admin to do it, or to be given the role.
Restrictions by plan
Other things are unavailable because your plan does not include them. Common examples:
- Inviting colleagues on Free and Light, which are single seat.
- Custom fields, which start on Growth.
- Adding contacts or importing a CSV, which need an add-on.
- Creating another agent, help center or newsroom once you have used the number your plan includes.
The fix is to upgrade, buy the relevant add-on, or free up an allowance by removing something you no longer use.
Check your own role
Open your team settings and find yourself in the member list. Your role is shown next to your name.
If you are a Member and need something regularly, it is usually better to ask for the right role than to route every request through someone else.
A worked example
You open Integrations to connect your store and the Connect button does nothing.
- Hover it. If the message mentions permissions, you are not a Super Admin, so ask one to connect it.
- If there is no permission message, check your plan. On the free plan you can only have one website or store connected, so an existing source may be holding the place.
- Remove the existing source or upgrade, then try again.
Frequently asked questions
The button looked available but failed anyway.
Some checks only run on submit, so a control can look usable and still be refused. The error message names the reason.
Who can change my role?
A Super Admin, from your team settings.
I upgraded and it is still greyed out.
Reload the dashboard so it picks up your new plan.