--- title: "Can't see Billing or create a project in the Console" url: "https://enfonica.com/help/console/cant-see-billing" summary: "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." type: troubleshooting audience: customers products: ["Enfonica Console", "Billing"] who_can_do_this: "Anyone with a Console login" --- # 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 First check the [Enfonica status page](https://enfonica.status.io/) for a known incident. ## Billing is grayed out, or says Insufficient permission What you see: `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. **To 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**. **To fix it:** 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](https://enfonica.com/help/console/users-and-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. **To fix it**, refresh the page. If **Billing** is still grayed out, sign out, and then sign in again. ## You can't create a new project What you see: `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 **To check**, point to **New project**. This is the cause if **New project** is grayed out and shows the message above. **To fix it**, ask an Owner of your billing account to add you as an **Editor** or **Owner** under **Billing > Users**. Then refresh the Console. ### Your billing role can't link new projects **To 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.` **To fix it**, 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. **To 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". **To fix it**, 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 **To check**, point to **New project**. This is the cause if it shows `Open a project to enable creation of new projects.` **To fix it**, 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 **To 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. **To fix it**, 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. **To 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. **To fix it**, 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. **To 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. **To fix it**, 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. **To fix it**, 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](https://enfonica.com/contact-support?article=%2Fhelp%2Fconsole%2Fcant-see-billing&topic=account) ## Related - [Add users to the Console and choose their access](https://enfonica.com/help/console/users-and-access.md) - [Can't sign in to the Enfonica Console](https://enfonica.com/help/console/cant-sign-in.md) - [Pay your invoices automatically](https://enfonica.com/help/billing/pay-automatically.md) - [Projects (docs)](https://enfonica.com/docs/projects/overview/) --- Web version: https://enfonica.com/help/console/cant-see-billing