Access can depend on your invitation, membership, selected view, location or sub-roster, permissions, enabled features and device. The checks below help narrow down the cause before you change records or request a new account.
Have the expected location name, your sign-in email and a description of the task ready. If you can sign in, note the view and location you currently see. Keep passwords, temporary passwords and private invitation links to yourself; you do not need to share them for these checks.
Whole-screen navigation: Check current location and planning view. The surrounding app navigation identifies where to start.
1 Check the invitation and account
If you have not activated a new account, follow the invitation instructions. The temporary password expires after 30 days. If it has expired, ask your administrator to resend the invitation, then use the new temporary password.
Confirm you are using the invited email address. Avoid creating another account or duplicate employee record as a workaround until your administrator has checked the original invitation and membership.
2 Check membership
If you can sign in but a location is missing, ask the administrator to confirm that your account has the appropriate membership or grant.
Check the location attached to the actual shift or request when investigating a mismatch.
3 Check the view and task scope
Use employee view for your personal shifts and requests, and planning view for roster-management tasks. See Understand your access and switch views for the switching steps. Switching views does not create permissions. For department-enabled setups, check whether your access covers the whole department or only the relevant sub-roster.
Being able to change allocations does not necessarily mean you can edit employees, rules or other configuration. Ask about the specific action you need rather than requesting a vaguely defined “admin” role.
4 Check availability and device
Some actions depend on the plan or settings for the location. For example, recurring employee preferences may be disabled by the location's settings. Department administration requires desktop rather than the admin mobile interface.
If the feature is configured but unavailable in the interface you are using, note the device and view and ask the administrator or RosterLab support to check the supported workflow.
Retry the original task after correcting the account, view or access scope.
If access is still unavailable
Share the account email, location, task, approximate time, device and a screenshot without sensitive details with your administrator or support. Explain what you expected and what appeared instead. Do not delete records, widen permissions or repeatedly resend invitations without identifying which part of the access path is failing.
Related articles
If you work across multiple locations
If you already have an account and received an invitation to another location, complete any required acceptance step before expecting that location to appear.
In the employee Unified View, check the location filters: a location can be excluded from the displayed schedule even when you have access to it. A filter changes what is displayed; it does not move a request to another location.
The selected location is checked in the employee calendar filter. This controls which accessible location is displayed; it does not grant access.
Feature settings can differ between locations. For example, recurring employee preferences can be disabled for one location while remaining available elsewhere.