Q: Why are my reps getting an “Access Denied” message or unable to see records from other programs?
A:
This happens when a user has a specific Treatment Program assigned on their profile.
When a Treatment Program is set, that user is restricted to only seeing records tied to that program and will not have access to records from other programs.
For example:
If a user is assigned only to a Treatment Program they won’t be able to edit records from any other program unless it’s added to their profile.
This can affect searching, editing records, and switching between programs.
Q: How do I fix this so my reps can access the correct programs?
A:
You can update the Treatment Program access directly in User Management.
Follow these steps:,
Go to Settings
Select CRM Settings
Click User Management
Open Users
Find and select the user (rep or staff member) having the issue
Scroll to the User Login & Role section
Locate the Treatment Program field
Click Edit
Add the necessary Treatment Program(s) or remove restrictions, depending on your setup
Save your changes
Once updated, have the user log out and log back into the CRM so the changes fully apply.
Q: Should I remove the Treatment Program for all users or just some?
A:
That depends on how you want access structured:
If reps need access to multiple programs, add all required programs to their profile.
If reps should have full visibility, removing the Treatment Program restriction entirely may be the best option.
If access should stay limited, make sure each user is assigned to every program they need.
Pro Tips / Extra Help
If multiple users are affected, it’s usually faster to review all active users and confirm their Treatment Program settings in one pass.
Always ask users to log out and log back in after changes — this resolves most “still not working” reports.
If you’re unsure which programs a user should access, your CSM or Support can help review best practices.