Why can't I see some portal sections?
- Audience: End users
- Audience: Admins
Last updated
Two people on the same account can see different things in their user portal. CallSprout support sets which portal sections and call settings each person can see and edit, when your admin asks. A missing section usually means it's switched off for you, not that something is broken.
Some labels in your portal or apps may look slightly different from this guide.
What can be missing
| What you don't see | Why it might be hidden |
|---|---|
| The Services list for call settings | Call settings aren't turned on for you. |
| Individual call settings, such as forwarding or caller ID | Only the settings turned on for you appear and can be edited. |
| Voicemail | Voicemail on the web isn't turned on for your extension. |
| SMS Report | Text message history only appears when SMS business messaging is turned on for you. |
| Destinations | This page, which shows the kinds of numbers your extension may call, only appears on some accounts. |
| Balance, funds and minutes tiles on the dashboard | Your plan doesn't use them. |
| 2-step verification on My Details | It isn't turned on for your account. |
| The recording options in your call history | Recording is off for your extension, or what you can do with recordings is limited for you. |
If you're a user
Check the section's own guide first, because the steps assume the section is turned on:
- Manage forwarding, follow me and caller ID online
- Listen to, move, forward and delete voicemail online
- Read your portal dashboard
If the section still isn't there, ask your company's phone system admin. If you can't reach them, contact support.
If you're an admin
CallSprout support sets, user by user, which portal sections and call settings each person can see and edit. That covers call settings such as forwarding, Do Not Disturb, blocking, caller ID and deleting recordings, and sections such as Voicemail, SMS Report and Destinations.
To change what someone sees, contact CallSprout support with the user's name and extension, the section or setting, and whether to turn it on or off.
If a user says they can't call a certain kind of number, such as international, the cause is often a limit on what their extension is allowed to dial. Contact support and we'll check it with you.
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Still stuck? Contact support
Our team in West Palm Beach can walk you through it. Tell us your name, your company and what you were trying to do.