Troubleshooting

A client or team member can’t see something

A client user only sees the tabs you chose under Visible to the client. Nothing chosen means the default set: Metrics, Goals, E-commerce, CRO, SEO, SEA, Social media, Audit, Backlinks, Competitors, Op

Updated: 2026-09-18

1. A client user sees only some tabs

A client user only sees the tabs you chose under Visible to the client. Nothing chosen means the default set: Metrics, Goals, E-commerce, CRO, SEO, SEA, Social media, Audit, Backlinks, Competitors, Optimizations, Campaigns, Email and Tasks.

  1. Click Manage and choose the business.
  2. Open Visible to the client.
  3. Under Tabs for the client, click the tab so it turns dark.
  4. Click Save changes.

If the tab is gray and can't be clicked, it is off for the business itself. Hovering shows This tab is off for the company itself; enable it under Tabs first.

  1. Open Manage › Tabs for the same business.
  2. Turn the tab on and save.
  3. Return to Visible to the client and turn it on there.

Profit, Actions (unless allowed, see below), Calendar, Planning and Clients can never be shown to a client. See Choose what your client sees.

2. A tab is visible but a section inside it is missing

Some sections are agency tools and stay hidden for client users and team members, even when the tab is visible:

  1. In SEO: Clusters, Meta scan, Rank tracker, Keyword research and AI visibility.
  2. In Email: AI analysis, Jump on and Newsletter.

This is by design. Share the results with your client in a report or a task instead.

3. A tab or section is missing because a source isn't connected

When you haven't picked tabs yourself under Manage › Tabs, a tab only appears once the source behind it is connected. Sections inside a tab follow the same rule. This applies to you, your team and your client.

Tab or section Needs
SEO Search Console
CRO Google Analytics
SEA Google Ads or Meta Ads
Social media Instagram, Facebook, TikTok or LinkedIn
Email An email marketing connection
E-commerce WooCommerce or Shopify
Audit, Backlinks, Competitors A website address on the business
Free shopping in E-commerce Merchant Center
Findability in E-commerce Google Analytics or Merchant Center
Bol.com in E-commerce Bol.com
Customer value in CRO WooCommerce or Shopify
Google Ads section in SEA Google Ads
Meta ads in SEA Meta Ads
Bing in SEO Bing Webmaster Tools
  1. Open Manage › Access keys for the business.
  2. Connect the missing source.
  3. Reload the page. The tab or section appears in the menu.

4. Backlinks or Competitors show "Your agency has not fetched this section yet."

A client user only sees results that you already fetched. Fetching costs credits, so a client can't start it.

  1. Open the business yourself and go to Backlinks or Competitors.
  2. Fetch the section the client wants to see.

The client sees the results on their next visit.

5. A client can't run actions

Actions are off for client users by default. Without this setting the Actions tab doesn't appear for them.

  1. Click Manage and choose the business.
  2. Open Visible to the client.
  3. Under Client may run actions, check Actions available to this client.
  4. Under Credits for this client group, choose own credits or agency credits.
  5. Click Save changes.

If the client sees the tab but actions fail, check the credit balance and monthly limit. See Actions, AI and credits problems.

6. The client has no Reports tab

The Reports tab only appears for a client user after you shared at least one report with their client.

  1. Create a report for the business or client.
  2. Click Publish to client.
  3. Ask the client user to reload the page.

See Share reports.

7. A client sees "This section belongs to your agency."

The client user opened Billing or Affiliate under Settings, for example through a link you shared. The subscription, invoices and affiliate link belong to your agency and are not shown to client users. A client user only sees their own credits under Settings.

No action is needed. Handle billing questions yourself.

8. A team member sees "This section is for the account owner and admins."

Team members with the role Team member don't see Billing or Affiliate. Only the owner and admins manage invoices, payment details and the affiliate link.

  1. Give the person the admin role if they need these sections. See Invite your team.

9. A team member can't see Profit, Actions, Planning, Calendar or Connections

Team members have read-only access. They see all figures and work in Tasks, but never see Manage, Profit, Actions, Planning, Calendar or Connections.

If the person needs these, make them an admin:

  1. Go to Manage › Team.
  2. Click Remove next to the person and confirm. This deletes their login.
  3. Invite the same email address again and choose admin. The person receives a new email to set a password.

An admin can do everything the owner can, except delete the account. See Invite your team.

10. A team member can't see the Clients tab

A team member only sees Clients on your agency's own business, and only the Hours section with their own timesheet. Rates, budgets and revenue per client stay with the owner and admins.

  1. Check that the business is marked as your own: in Manage, the house icon next to the group is on.
  2. Ask the team member to open that business and go to Clients › Hours.

See Add clients and businesses.

11. The Clients tab or branding is missing for you

The Clients tab and your own branding are part of the Agency plan. In other plans the Clients tab doesn't appear and the Branding page shows Available in the Agency plan.

The Clients tab also only appears on a business you marked as your own.

  1. Check your plan under Settings › Subscription and credits.
  2. Upgrade to Agency if you need these features. See Plans.
  3. Mark your own business with the house icon in Manage.

12. The invited person never received the invitation

The invitation email can end up in spam, or the address may contain a typo.

  1. Ask the person to check their spam and promotions folders for an email from Metrara.
  2. Check the email address in the list under Who may view this? (client users) or Manage › Team (team members).
  3. If the address is wrong, click Remove and invite the correct address.
  4. For a new client user, the status stays Invited until the first sign-in.
  5. If the address is correct but the email still doesn't arrive, ask the person to go to the login page, click Forgot password? and set a password with that link.

Inviting the same address twice shows This email address is already linked to an account. See Emails are not arriving and Invite client users.

13. A business is missing for a client user

A client user sees all businesses of their own client group, and nothing else. A missing business belongs to another client group.

  1. Click Manage and choose the missing business.
  2. Open General and scroll to Client and status.
  3. Under Belongs to client, choose the right client.
  4. Click Move.

Figures and settings move along. The client user sees the business after reloading the page.

14. A business is missing from the menu for everyone

The business is turned off. A turned-off business disappears from the menu and the nightly data run. Figures and settings are kept.

  1. Click Manage and open General of any business in the same client group.
  2. Scroll to Client and status.
  3. Under Turned-off companies, click Turn on again next to the business.

This only works when your plan has room for another business. See Plans.