Troubleshoot access and missing actions

Start with the visible symptom. Access is resolved from your signed-in user, selected organisation, active organisation membership, and effective permissions for that membership.

I forgot my password

1. On Sign in, select Forgot password?.
2. Enter the email address you normally use to sign in.
3. Select Send reset link. For account security, the confirmation is the same whether or not that email is registered.
4. Check your inbox and spam folder, then open the time-limited link.
5. Enter and confirm a new password of at least 8 characters, including an uppercase letter, a lowercase letter and a number.
6. Return to Sign in and use the new password.

Reset links expire and can only be used once. If the page says the link is invalid, expired, or already used, request a new one rather than reusing the original email. Never forward a reset email or share its link with another person.

Resetting your password revokes existing sessions. Sign in again in every open tab or device after completing the reset.

I was returned to sign in

Metra returns you to Sign in when the browser session has expired, has been revoked, or is no longer accepted. This can happen after signing out, resetting or changing your password, an account suspension, or the normal session expiry time.

1. Sign in again using your current password.
2. Return to the intended organisation from Organisations.
3. If sign-in repeatedly expires, check that browser cookies are enabled for both the Metra application and API domains.
4. If the problem continues, provide support with the visible error reference and approximate time. Never send cookie contents, passwords, or reset links.

“We can’t open this organisation”

Likely causes, in safe-check order

1. The link targets a different organisation from the one you intended to open.
2. Your session is no longer active.
3. You have no membership in that organisation.
4. Your invitation has not been accepted or your membership is suspended or revoked.
5. The organisation is unavailable.

The page deliberately says the organisation may not exist or your membership may no longer grant access. It does not disclose which condition applies.

Resolution steps

1. Select Choose another organisation.
2. On Choose an organisation, find the intended organisation under Your organisations.
3. Select Open organisation from that list rather than editing an organisation ID in the address bar.
4. If prompted, sign in again with the account that received the invitation.
5. If the organisation is absent, ask its owner or organisation administrator to check your invitation and membership status.

What not to do

• Do not change the organisation record ID in a URL to test access.
• Do not reuse another user's link or record identifier as an access workaround.
• Do not create a second organisation or duplicate account to hide an invitation problem.

When to contact an owner or administrator

Contact them when the organisation should appear but does not, an invitation is still pending, or your membership may be suspended or revoked. Give them your account email and the organisation name, not passwords or access tokens.

A page or navigation section is missing

Likely causes, in safe-check order

1. You opened the wrong organisation and have a different role there.
2. Your membership does not have the read permission for that area.
3. Your membership changed after the page was opened.
4. The page requires a narrower permission than another page in the same area.

Roles are organisation-scoped. For example, access to Assets does not automatically grant Organisation, Calibration, or Quality access.

Resolution steps

1. Confirm the organisation name and your displayed role in the header.
2. Return to Choose an organisation and reopen the intended organisation.
3. Refresh the page so effective permissions are loaded again.
4. Compare the required task with Roles and permissions.
5. Ask an owner or administrator to review your current membership role when the task is part of your responsibility.

What not to do

• Do not navigate directly to a hidden route to bypass the missing control.
• Do not assume a similarly named role in another organisation grants access here.
• Do not ask for full-owner access when one narrower role is sufficient.

When to contact an owner or administrator

Contact them when your assigned work requires the missing read permission or your displayed role is not the agreed role. The Metra, not the visible menu, makes the final permission decision.

A record action is missing

Likely causes, in safe-check order

1. Your effective permissions allow reading but not that mutation.
2. The record lifecycle does not permit the action in its current state.
3. The action is restricted by separation of duties, such as independent approval.
4. The record is archived or otherwise terminal.
5. Your membership or assignment is no longer active.

Resolution steps

1. Confirm the selected organisation and refresh the record.
2. Read the current status and any displayed allowed actions.
3. Check whether the workflow requires another assigned or independent member.
4. Follow the normal lifecycle action rather than looking for a general edit control.
5. Ask an owner or administrator to check permissions only after confirming the record state allows the action.

What not to do

• Do not create a duplicate record to obtain a different set of actions.
• Do not change status, assignment, or evidence merely to bypass separation of duties.
• Do not ask another user to perform an action under your account.

When to contact an owner or administrator

Contact them when the record is in the correct state and the task belongs to your role, but the required permission or assignment is missing. For unavailable selectable records, use Troubleshoot unavailable selections.

A known record returns not found

Likely causes, in safe-check order

1. The record link belongs to another organisation.
2. Your membership cannot read that record type.
3. The identifier is old, incomplete, or incorrect.
4. The record is not available through that route or filter.
5. The record does not exist.

Organisation-scoped lookups intentionally use non-disclosing not-found behavior. The response does not confirm whether an inaccessible record exists elsewhere.

Resolution steps

1. Confirm the organisation shown in the page header.
2. Return to the authorised list page and find the record using its normal search and status filters.
3. Open it from the list rather than reusing a copied record ID.
4. Ask an owner or administrator in the same organisation to verify your membership and read permission.
5. If the error includes a Reference, retain that reference for support.

What not to do

• Do not probe related UUIDs or other organisations.
• Do not ask an administrator to disclose records from an organisation you do not belong to.
• Do not recreate the record until an authorised user confirms it is genuinely absent.

When to contact an owner or administrator

Contact them when the record should be in the current organisation but cannot be found through authorised lists. Contact the service operator only if an owner confirms access and the problem persists; provide the visible error, reference, organisation name, and approximate time without sensitive record contents.

Related documentation

• Roles and permissions
• Troubleshoot unavailable selections
• Troubleshoot update conflicts