Users & roles: troubleshooting

Fixes for common problems with your team, roles and API keys. For how it works, see Users & roles; for step-by-step instructions, see Users & roles: how-to.

A colleague gets “You do not have permission…” or can’t see a panel or button

Why it happens: their role doesn’t include that area, or includes it as Read only. Panels for areas a role can’t see don’t appear at all; with Read only, the panel shows but the buttons to change things don’t. Some tasks need more than one area, for example creating a contract during onboarding needs Onboarding and Tenancy agreements.

How to fix it:

1. Open Users and check their role badge.
2. Find the area in the permissions table. The error message usually names it, for example “You do not have permission to manage rent collection for this organisation”.
3. Change their role to one with that area, or edit the role if it’s one you created.
4. Ask them to reload COHO.

Only someone with Write for Team can do this. If that isn’t you, ask an Admin in your organisation; COHO support can’t change your team’s roles for you.

Staff on Restricted credit control can’t onboard tenants or generate rent schedules

Why it happens: Restricted credit control and No credit control don’t include Onboarding, generating rent schedules, or holding deposits. COHO’s permissions were extended at the end of September 2026, and these roles now work as described in Ready-made roles.

How to fix it: give those staff the Onboarding role. It keeps them out of Finances and Transactions and stops them logging rent payments, but lets them run onboardings, generate rent schedules, manage holding deposits and record deposit paperwork. If they also need something else, create a role with exactly what they need.

Restricted staff can’t upload a deposit certificate

Why it happens: Restricted credit control can only see Deposit Management, not change it.

How to fix it: use the Onboarding role, or a role you create with Write for Deposits. Recording money received or returned also needs Confirm deposit received and returned on the rent schedule.

I can’t invite someone: “COHO doesn’t support multiple managers with the same email address”

Why it happens: that email already belongs to a team member somewhere in COHO, in your organisation or another one. Each email can only be one team member.

How to fix it:

1. Check Users and Deleted users in your organisation. If they’re in Deleted users, click Restore instead of inviting them.
2. If they work for another organisation on COHO too, invite a different email address for them, such as their work address for your company.

My colleague never got their invite

Why it happens:

1. The email address was typed wrongly.
2. The email went to spam or junk.
3. COHO has stopped emailing that address after an earlier bounce (Users says “COHO has stopped sending emails to this address.”).
4. They’ve lost it. COHO doesn’t resend invites.

How to fix it:

1. Check the address after “Invite sent to:”. If it’s wrong, remove them and invite them again.
2. Ask them to check spam for “You have been invited to join [your organisation]”.
3. If COHO has stopped emailing them, the organisation owner can click Resolve.
4. Click (Copy invite link) and send them the link yourself.

My colleague registered, but they still show “Invited” or can’t see our organisation

Why it happens: they registered or logged in with a different email address from the one you invited. COHO only links them to your organisation when the emails match.

How to fix it: ask them to log out, then use your invite link and log in or register with the invited email. If they want to use a different email, remove them and invite that email instead.

I can’t remove someone, or change their role

Why it happens:

1. They’re the last Admin who has joined: “The organisation must have at least one admin”.
2. It’s you. You can’t remove yourself.
3. Their role has access you don’t have: “You cannot grant access you do not have yourself”.
4. You don’t have Write for Team, so Change role and the bin icon don’t show.

How to fix it:

1. Make someone else an Admin first (they must have joined, not just been invited).
2. Ask another colleague with Write for Team to do it.
3. Ask the organisation owner, or an Admin or Unrestricted colleague.

The role I want isn’t in the list

Why it happens: COHO only lists roles whose access you have yourself. Only the organisation owner and people with Admin or Unrestricted can give Admin or Unrestricted.

How to fix it: ask the organisation owner or an Admin to give the role.

I gave someone a read-only role, but they can still see other areas

Why it happens: there are two common reasons.

1. Areas you didn’t tick under Read aren’t hidden if they’re one of the few areas COHO doesn’t fully check yet, such as Files.
2. Some panels show if the person can see any one of several areas. For example, the Calendar shows if they can see viewings, tenancies, maintenance or Actions.

How to fix it: check the role under Roles > View. Don’t rely on a role to hide an area that isn’t fully checked yet; if it matters, tell COHO support which area.

Their role changed, but they still see the old menus

Why it happens: COHO applies the change straight away, but the page they have open was loaded with their old access.

How to fix it: ask them to reload the page (press F5), or log out and back in.

I can’t delete a role: “This role is still assigned to someone”

Why it happens: at least one team member has the role.

How to fix it: change their role to another one, then delete it.

The wrong person is shown as Owner

Why it happens: the owner is whoever signed your organisation up to COHO. It isn’t a role, so changing their role doesn’t change it.

How to fix it: contact COHO support. There’s no setting to change the owner yourself.

Work isn’t assigned to anyone after someone left

Why it happens: removing a team member unassigns their open maintenance issues, viewings, onboardings, Actions and conversations, and deletes automatic assignments to them.

How to fix it: use each panel’s “Unassigned” filter to find and reassign their work, and check Automatic assignments in Users.

COHO says “Accept the current API/MCP terms for this organisation before creating an API key”

Why it happens: nobody with owner or Admin access has accepted the current API/MCP terms for your organisation yet.

How to fix it: an organisation owner or Admin must accept the terms. The shortest path is in AI assistants & API: how-to. Existing keys keep working until then.

My software gets “This API key does not have the required scope”

Why it happens: the key hasn’t been given that area. The message names what’s needed, for example “tenancies.read”.

How to fix it: open Users > API keys, click the pencil icon on the key, tick the area, and click Save. You can only give a key access you have yourself.

I can’t see an API key a colleague created

Why it happens: you only see keys whose access you could give yourself, or you can’t see API keys at all (the restricted ready-made roles can’t).

How to fix it: ask the colleague who created it, or an Admin.

An existing API key’s access changed when I created a new one

Why it happens: you used the same name as an existing key. COHO doesn’t create a second key with the same name: it updates the existing key’s access to what you ticked.

How to fix it: open the existing key with the pencil icon and put back what it needs. Give new keys their own names.

I’ve lost an MCP OAuth application’s client secret

Why it happens: the secret is shown only once, when you create the application.

How to fix it: Revoke the application and create a new one, then update your agent.

Error messages

Message (as shown)	What it means	What to do
“You do not have permission to view users for this organisation”	Your role can’t see the team	Ask an Admin for Read for Team
“You do not have permission to manage users for this organisation”	Your role can’t change the team	Ask an Admin for Write for Team
“You do not have permission to edit roles”	Your role can’t create or change roles	Ask an Admin for Write for Team
“You cannot grant access you do not have yourself”	The role includes access you don’t have, or the person has it	Ask the owner or an Admin
“COHO doesn’t support multiple managers with the same email address”	That email is already a team member somewhere in COHO	See above
“The organisation must have at least one admin”	You’d be removing or changing the last Admin who has joined	Make someone else an Admin first
“Role name is required and must be 80 characters or fewer”	The role name is empty or too long	Enter a shorter name
“This role is still assigned to someone”	You’re deleting a role someone has	Move them to another role first
“Role not found” / “Organisation user not found”	The role or person was removed or changed by someone else	Reload the page and try again
“You do not have permission to view API keys for this organisation”	Your role can’t see API keys	Ask an Admin for Read for API keys
“You do not have permission to manage API keys for this organisation”	Your role can’t create, change or delete keys	Ask an Admin for Write for API keys
“Accept the current API/MCP terms for this organisation before creating an API key.”	The organisation hasn’t accepted the current terms	An owner or Admin accepts them: AI assistants & API: how-to
“Terms version is out of date. Refresh and accept the current version.”	The API/MCP terms were updated while you had the form open	Reload the page, tick the terms checkbox again and create the key
“You cannot grant scopes you do not have”	You ticked an area for a key that you don’t have	Untick it, or ask an Admin to create the key
“This API key does not have the required scope: …”	Your software used the key for something it hasn’t been given	Add that area to the key
“You do not have permission to manage MCP OAuth applications for this organisation”	Your role can’t change MCP OAuth applications	Ask an Admin for Write for API keys
“At least one redirect URI is required.”	No redirect URL was entered	Enter your agent’s callback URL
“Redirect URIs must be unique.”	The same URL is listed twice	Remove the duplicate
“One or more redirect URIs are not allowed: …”	A URL isn’t HTTPS (and isn’t localhost)	Use the HTTPS callback URL
“An account already exists with this email address.”	You’re changing your own email to one another COHO account uses	Use a different email, or contact COHO support
“You do not have permission to manage onboarding for this organisation”	The role has no Write for Onboarding	Give the Onboarding role, or add Onboarding to the role
“You do not have permission to manage the rent schedule for this organisation” / “…manage rent collection for this organisation”	The role can’t generate or change rent schedules	Give the Onboarding role, or add Generate and change the rent schedule