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How to Fix 'Access Denied' on Lead Records Caused by a Treatment Program Restriction (CRM)

Overview

A user receives an 'Access Denied' error every time they attempt to open a Lead record in Dazos CRM. The error occurs consistently — not intermittently — and is not resolved by browser troubleshooting steps such as clearing cache, using Incognito mode, or switching browsers.

This issue is caused by a Treatment Program restriction on the user's profile, not a browser or session problem. When a Treatment Program is assigned to a user's profile, that user can only access records associated with that specific Treatment Program. Any record linked to a different Treatment Program — or no Treatment Program — will return 'Access Denied'.

Possible Causes

  • The affected user has one or more Treatment Programs assigned in their user profile, restricting their record visibility to only those programs.

  • The Lead records they are trying to access are associated with a different Treatment Program than the one assigned to their profile.

Solution

  1. Navigate to User Management: Go to Settings → CRM Settings → User Management → Users.

  2. Locate the affected user: Find and select the user who is experiencing the 'Access Denied' error.
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  3. Open the user's profile: Click Edit (the pencil icon) next to the user's name.

  4. Locate the Treatment Program field: Scroll to find the Treatment Program field in the user's profile.
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  5. Remove all assigned Treatment Programs: Clear the Treatment Program field completely, leaving it blank. Do not select a replacement value — leaving it empty is intentional and correct.
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  6. Save the changes: Click Save to apply the updated profile settings.

  7. Have the user log out and log back in: Ask the affected user to fully log out of the CRM — not just close the browser tab — and then log back in. This ensures the updated permissions take effect in their session.

Still Need Help?

If the user still sees 'Access Denied' on Lead records after completing the steps above, contact Dazos Support. When reaching out, please provide:

  • The affected user's name and CRM login email

  • The steps already attempted

  • A screenshot of the error, if possible

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