Member cannot access workspace or project

Diagnose why a member cannot access an ACEIRT™ Fusion workspace or project, with checks for accounts, invitations, roles, permissions, and SSO issues.

Summary

Use this guide when someone should have access to an ACEIRT™ Fusion workspace or project but cannot see it or open it. Follow the steps in order to narrow down whether the issue is account, permission, or session related.

Symptoms

Common signs that a member does not have the expected access:

Member cannot see the workspace in their ACEIRT™ Fusion workspace switcher.
Member can see the workspace but not a specific project.
Member sees a generic access denied or permission error when opening a project.
Member clicks an invite link and ends up on a blank workspace or a dashboard without the expected content.
Member previously had access but suddenly cannot open the workspace or project.

Step 1: Confirm the correct account and workspace

Start by making sure the member is signed in with the right account and looking at the correct workspace.

Check the signed-in email

Ask the member which email address they expect to use for ACEIRT™ Fusion.
Have them sign out, then sign back in using that email.
Confirm that the email shown in their profile or account menu matches the intended address.

Verify the active workspace

Ask the member to open the workspace switcher in the ACEIRT™ Fusion interface.
Confirm they see and select the workspace where you expect them to have access.
If they do not see the workspace at all, continue to the invitation and role checks.

If the member has multiple browser profiles or devices, have them try accessing ACEIRT™ Fusion from a different browser or device (for example, using a private window or a mobile browser) to rule out cached sessions or local extensions.

Step 2: Confirm the invitation status

If the workspace is new or the member was recently added, confirm whether the invitation was accepted.

Check for a pending invitation (member view)

Ask the member to search their inbox (and spam folder) for an invitation email from ACEIRT™ Fusion.
If they find the invitation, have them click the invite link and complete the sign-in or sign-up flow.
Once accepted, ask them to refresh ACEIRT™ Fusion and check the workspace switcher again.

Check pending members (admin view)

If you are a workspace admin, open your workspace settings and go to the members or users section.
Look for the member's email under pending or invited members.
If the invite is pending, resend it and confirm the correct email address with the member.
If the invite was sent to the wrong address, revoke it and send a new invitation to the correct email.

Step 3: Verify workspace role (admin, member, viewer)

Workspace role controls what a person can do once they are in the workspace.

Check current workspace role

As a workspace admin, open the members list for the workspace.
Find the affected member and confirm their role (for example, admin, member, viewer).
If the member appears multiple times with different emails, confirm which entry they actually use.

Adjust role if needed

If the member needs to manage workspace settings or invite others, change their role to an admin-level role.
If the member only needs to view or contribute to projects, keep them as member or viewer as appropriate.
After updating the role, ask the member to refresh ACEIRT™ Fusion and try accessing the workspace or project again.

Step 4: Check project-level access

Even if a member can access the workspace, they might not have permission to open a specific project.

Confirm project visibility in the workspace

Ask the member to open the workspace and view the projects list.
Check whether the project appears in their list at all.
If the project is missing, it is likely a project-level permission issue.

Review project membership (admin or project owner)

As an admin or project owner, open the project settings or access controls for the affected project.
Confirm whether the member is listed as a collaborator or part of a group that has access.
If they are not present, add them with the appropriate project role (for example, editor or viewer).
Ask the member to refresh the project list and try opening the project again.

Check for project restrictions

If your workspace uses restricted projects or private projects, verify that this project is not limited to a small set of users.
If it is restricted, either add the member directly or move the project into a space where they have access.
Confirm that the member can now open the project without an access error.

Step 5: Address SSO and session issues

If your organization uses single sign-on or strict session rules, access issues may be related to authentication rather than permissions.

Confirm the correct SSO provider

Ask whether the member signs in using an identity provider such as your company login.
Make sure they select the correct sign-in option on the ACEIRT™ Fusion login screen.
If they have both SSO and password-based accounts, verify which one is associated with the workspace.

Refresh the session

Have the member fully sign out of ACEIRT™ Fusion and close all tabs using it.
Clear site cookies for ACEIRT™ Fusion or open a private or incognito window.
Sign back in using the expected method and check access to the workspace or project again.

Check for organization restrictions

If your IT team manages SSO groups, ask them to confirm that the member is in the correct group that grants access to ACEIRT™ Fusion.
If SSO group membership changed recently, ask them to sync or update the groups with ACEIRT™ Fusion.
After any changes, have the member sign out and sign back in to refresh their permissions.

What workspace admins should check

Workspace admins have additional tools to resolve access issues permanently.

Review the member list for duplicates

Open your workspace members page and search for the member's name or email.
Look for multiple entries with similar names but different email addresses or providers.
Remove outdated entries that the member no longer uses to avoid confusion about which account has access.

Confirm default project access policies

Check workspace-level default permissions for new projects and members.
Ensure that new members are not blocked from seeing any projects by default unless that is intentional.
If default access is very restrictive, explicitly add the member to the projects they need.

Audit recent permission changes

If access stopped working suddenly, review any recent changes to roles, groups, or project restrictions.
Temporarily restore the previous role or access level to confirm whether a specific change caused the issue.
Document the final access configuration once the issue is resolved to prevent regressions.

What to include when contacting support

If these checks do not resolve the problem, contact your internal support team or ACEIRT™ Fusion support with detailed information so they can help quickly.

Collect account and workspace details

The member's full name and the email address they use to sign in.
The workspace name and, if available, any workspace identifier shown in settings.
Whether the member uses SSO or a password-based login.

Describe the access issue clearly

Whether the member cannot see the workspace, cannot see a project, or sees an access denied message.
When the problem started and whether it ever worked before.
Whether the issue affects multiple members or only this one person.

Attach supporting evidence

A short screen recording or screenshots showing what the member sees, including the browser address bar.
A list of troubleshooting steps already tried from this article.
The browsers and devices tested (for example, desktop Chrome, mobile Safari, private window).

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