Issue
A user may not be visible in the expected Business Unit in the Control-Center. This can happen, for example, when an employee has left the organization and later returns, or when the user was previously removed and added again.
As a result, the user may not receive the same messages as colleagues who are assigned to the correct Business Unit and groups.
Cause
Users cannot always be manually added to another Business Unit directly from the Control-Center. In some cases, the user first needs to join the correct main group from within the app by using the group code.
Once the user has joined the correct group, the account will become visible in the corresponding Business Unit in the Control-Center.
Solution
Ask the user to add the correct group in the app by following these steps:
- Open the app.
- Tap the menu in the top-right corner.
- Go to Groups.
- Add the group using the correct group code.
- Confirm the action.
Please note: after adding the group, it may look like nothing happens in the app.
After the user has added the group, check the Control-Center again. The user should now appear under the correct Business Unit. From there, an administrator can assign the user to the correct groups.
Example
If a user needs to be added to a specific Business Unit, the user first needs to add the corresponding main group using the applicable group code in the app.
Once this has been done, the user will become visible in the Control-Center under the correct Business Unit. An administrator can then assign the user to the correct groups.
Additional notes
If the user still does not appear in the Control-Center after adding the group code, please check whether the correct group code was used and whether the user is logged in with the correct account. If the issue continues, contact support for further assistance.