Troubleshooting

Can't see Billing or create a project in the Console

Short answer

Billing and creating projects both depend on the billing account's own user list. That list is separate from your project role, so even a project Owner can be left out. Ask an Owner of the billing account to add you under Billing > Users, and then refresh the Console.

Applies to
Enfonica Console, Billing
Who can do this
Anyone with a Console login

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. Billing is grayed out, or says Insufficient permission
  3. You can't create a new project
  4. You're an Owner, but projects, users or menus are missing
  5. Still stuck?
  6. What to send us
  7. Related

What are you seeing?

Billing is grayed out, or says Insufficient permission

Insufficient permission

Your role on a project never includes billing. Billing has its own user list. The Console shows invoices, payments, and payment methods only to people on that list, whatever their project role.

You're not on the billing account's user list

This is the cause almost every time, including for project Owners.

Check

In the bottom-left corner, select your name. This is the cause if Billing is grayed out and pointing to it shows "You don't have access to the billing account linked to this project." If you reach a billing page another way, it says Insufficient permission.

Fix

  1. Ask an Owner of the billing account to add you under Billing > Users. Ask for Editor if you'll add a card or make payments, or Viewer to see invoices only. To learn how, see Add users to the Console and choose their access.
  2. Refresh the Console.

If nobody in your business can add you, for example because that person has left, contact us with your company name and the email address you sign in with.

You were added, but the Console hasn't reloaded

The Console checks your access when it loads. A change made while you're signed in doesn't show straight away.

This is the cause if a colleague has confirmed that they added you, but nothing has changed.

Fix

Refresh the page. If Billing is still grayed out, sign out, and then sign in again.

You can't create a new project

Add a billing account before creating a project.

Every new project is linked to a billing account, so you can create projects only on a billing account you're a user of. Being an Owner of other projects isn't enough.

To create a project, open the project selector at the top of the left menu, select Configure projects, and then select New project.

You're not a user on any billing account

Check

Point to New project. This is the cause if New project is grayed out and shows the message above.

Fix

Ask an Owner of your billing account to add you as an Editor or Owner under Billing > Users. Then refresh the Console.

Check

In the Create project form, select the billing account. This is the cause if the form then says You do not have permission to link a project to this billing account.

Fix

Ask an Owner of the billing account to change your billing role to Editor. The Viewer billing role can see invoices but can't link projects.

Your role on the open project is too limited

A new project starts from the users of the project you have open, so you need to be able to see that project's users.

Check

Point to New project. This is the cause if it shows You do not have permission to perform this action. This happens when your role on the open project is a custom role, such as "Messaging Editor".

Fix

Open a project where you're an Owner, Editor, or Viewer. Or ask an Owner of this project to give you one of those roles.

No project is open

Check

Point to New project. This is the cause if it shows Open a project to enable creation of new projects.

Fix

Select any project from the project selector, and then try again.

When you can create projects, fill in the form:

  1. Enter a Project ID. It can have lowercase letters, numbers, and hyphens, and it must be 2 to 30 characters. You can't change it later.
  2. Enter a Display name, and select the Billing account.
  3. Select Next.
  4. Select who gets access to the new project:
    • Copy the IAM policy from. The new project gets the same users and roles as the project you're in. Before you start, open the project whose users you want to copy.
    • Create a new IAM policy. You're the only Owner, and you can add users afterward.
  5. Select Create project. The Console opens your new project.

Partner team members skip the access step, because their team already has access to every project they create.

You're an Owner, but projects, users or menus are missing

When access looks wrong, the Console is usually showing an old copy of your access, or your role is different on the project you're looking at.

The Console is showing an old copy of your access

Check

Open the project selector. This is the cause if a project you were added to isn't listed, or if your access changed recently.

Fix

Refresh the page. If that doesn't help, sign out, and then sign in again.

Your role is different on this project

Roles are set separately for each project. Being an Owner of one project gives you nothing on another.

Check

In the project you're in, go to Settings > Users, and find your own email address. The Role(s) column shows your role on this project.

Fix

Ask an Owner of this project to change your role.

Your role doesn't include that product

Menus for products your role doesn't cover are grayed out. For example, Phone Numbers > Port-in requests needs access to phone numbers.

Check

Look at your role. This is the cause if it shows as a list of products, such as "Messaging Editor", rather than Owner, Editor, or Viewer.

Fix

Ask an Owner of the project to select Edit roles for you, and then select the checkbox for the product you need.

Your access comes from your organization's team

If your business is an Enfonica partner that manages projects for its customers, team members reach every project through the team. They don't appear under Settings > Users, so that list can look empty, or shorter than you expect. Nothing is wrong.

This is the cause if you were invited under Team in your partner admin area, rather than to a project.

Fix

If you've lost access to your customers' projects, ask an administrator to invite you under Team. Team membership doesn't include billing. If you create projects or handle invoices, also ask an Owner of the billing account to add you under Billing > Users.

Still stuck?

Send us your email address and the exact message you see, or a screenshot. We can check which projects and billing accounts your login is on, and who in your business can change them.

What to send us

Include these so we can find your account.

  • The email address you sign in with, or were invited with.
  • Your company name.
  • The exact error message you see, or a screenshot of it.
Contact support

Our support team are telco specialists, backed by the engineers who run the network.