📖 Approximate reading time for this article: 2 minutes. |
The "Access denied" message, or an invitation to upgrade your plan, means the account you're logged in with doesn't have permission to do this action. It is almost never a bug.
There are six possible causes. Check them in order: the first one is by far the most common.
📱 Is it your client who sees "Access denied" when opening a program in the app? Most of the time, they are logged in to a different account than the one you follow. See this article instead. |
1. The feature isn't included in your plan
Each plan includes its own features. If you changed plans recently, some features you used before may no longer be included.
Examples of features that depend on the plan: creating programs, creating documents, printing and downloading programs as PDF, categories, automations, daily tasks, meal photos and the API.
How to check
Go to your account's billing page.
Your plan is shown as "Active plan" at the top of the page.
Compare it with what each plan includes on the Pricing page.
If the feature isn't included, you can change your plan in a few clicks.
You just paid or changed plans, and nothing changed?
Log out, then log back in. If the "Active plan" shown on the billing page still isn't the one you chose, write to us and we'll fix it.
Add-on features
Some options are added on top of the plan, such as additional exercise libraries (for example Physigraphe). Our team adds or removes them. If you lost one after changing plans, write to us.
2. You've reached your active client limit
If the message appears when you create a new client, you have probably reached the number of active clients included in your plan. Creating clients is unblocked as soon as you switch to a plan with a higher limit.
All the details are in I have reached the customer limit for my plan.
3. Your profile doesn't allow this action
In an account with several professionals, each one has a profile that defines what they can do. Here are the most common restrictions:
Creating or editing documents and viewing billing: only the Super Administrator can do this.
Accessing the Administration section: you must be a Branch administrator or Super Administrator. Managers and Employees don't have access.
Creating groups: you must be at least a Manager.
Read only profile: it only allows viewing. Any change will be denied.
To fix this, ask your company's Super Administrator to edit your profile. Each profile is described in Profiles and access.
4. The professional's license doesn't have the right features
This often happens with a new employee: they can't create programs or documents even though you can. Whatever their profile, each professional has their own features, chosen when their access was created.
Go to Administration, Professionals tab.
Check the license and plan of the professional.
If they don't have the right plan, write to us and a Hexpert will make the change.
5. You're not a stakeholder in this file or group
An employee only sees the client files in which they are an active stakeholder. If the message appears when you open a client, group or program that belongs to a colleague, ask them to share the file or group with you.
Here's how to share a client's file.
6. A payment is overdue
If a payment didn't go through, your subscription may be temporarily suspended and several features become unavailable. You are always notified in advance.
Check your invoices on the billing page and, if needed, update your payment method.
Still blocked?
Write to us in the chat with this information. We'll be able to fix your situation much faster:
the page or button where the message appears;
a screenshot of the message;
your profile (Super Administrator, Employee, etc.) and your plan;
if it's about a colleague, their name and email address.