Common Issues

Solutions to frequent team-related problems

Solutions to the most common team-related problems.

Access Issues

"I can't see a Decision Site I should be able to access"

This is the most common teams issue. Follow these diagnostic steps:

Step 1: Check Your Team Membership

Question: Are you on the team that owns this Decision Site?

How to check:

Go to Settings → Teams
Look for the team that owns the Decision Site
Check if you're listed as a member

If NO:

Solution: Ask team OWNER or organization ADMIN to add you to the team
Note: With ORGANIZATION access control, team membership doesn't matter (skip to Step 3)

If YES:

Continue to Step 2

Step 2: Check Team Access Control Setting

Question: What is your organization's Team Access Control setting?

How to check:

Go to Settings → Organization
Find "Team Access Control"
Note the setting: ORGANIZATION, TEAM, or OWN

If ORGANIZATION:

You should see all Decision Sites
Team membership doesn't matter
Problem: Likely a different issue (check organization role)

If TEAM:

You should see Decision Sites from teams you're on
Continue to Step 3

If OWN:

You can only see Decision Sites you own
Being on team doesn't grant access
Solution: Ask Decision Site owner to add you as contact

Step 3: Check Decision Site Team Assignment

Question: Is the Decision Site assigned to a team you're on?

How to check:

Ask the Decision Site owner which team it's assigned to
Or ask organization ADMIN to check

If NO:

Solution: Either join that team, or ask owner to add you as contact

If YES:

Continue to Step 4

Step 4: Check Your Organization Role

Question: What is your organization role?

How to check:

Go to Settings → Profile
Look for "Organization Role"
Note: ADMIN, CREATOR, COLLABORATOR, or GUEST

If GUEST:

You can only see Decision Sites where you're explicitly added as contact
Solution: Ask Decision Site owner to add you as contact

If CREATOR or COLLABORATOR:

With ORGANIZATION access: You should see all Decision Sites
With TEAM access: You should see team Decision Sites
Problem: Likely team membership or assignment issue (go back to Step 1)

If ADMIN:

You should see ALL Decision Sites regardless of teams
Problem: Likely a different issue (not teams-related)

Quick Reference: Common Scenarios

Scenario 1: TEAM access control, you're on the team, still can't access

Most likely cause: Decision Site not assigned to your team

Solution:

Ask owner to check Decision Site team assignment
Ask owner to assign to your team, or add you as contact

Scenario 2: ORGANIZATION access control, still can't access

Most likely cause: You're a GUEST user

Solution:

GUESTs need explicit contact invitation
Ask owner to add you as contact
Or ask ADMIN to upgrade your organization role

Scenario 3: OWN access control, you're on team but can't access

Most likely cause: This is expected behavior with OWN access

Explanation:

With OWN access control, being on team doesn't grant access
Only owner can access

Solution:

Ask owner to add you as contact
Or ask ADMIN to change Team Access Control to TEAM

"I could access a Decision Site yesterday, but can't today"

Common causes:

Cause 1: Team Access Control Changed

Check: Ask organization ADMIN if Team Access Control setting changed

Example:

text

Yesterday: ORGANIZATION (everyone could access)
Today: TEAM (only team members can access)
Result: You lost access if not on team

Solution:

Join the appropriate team
Or ask ADMIN to change setting back
Or ask owner to add you as contact

Cause 2: Removed from Team

Check: Go to Settings → Teams, verify you're still on the team

Solution:

Ask team OWNER why you were removed
Request to be added back if removed by mistake

Cause 3: Decision Site Team Changed

Check: Ask Decision Site owner if team assignment changed

Example:

text

Yesterday: Decision Site on US-East (your team)
Today: Decision Site reassigned to US-West
Result: You lost access

Solution:

Join the new team
Or ask owner to reassign back to your team
Or ask owner to add you as contact

Cause 4: Your Organization Role Changed

Check: Go to Settings → Profile, verify your organization role

Example:

text

Yesterday: CREATOR (could access all Decision Sites)
Today: GUEST (can only access as contact)
Result: You lost access

Solution:

Ask organization ADMIN why role changed
Request role upgrade if changed by mistake

Team Management Issues

"I can't add members to my team"

Common causes:

Cause 1: You're Not a Team OWNER

Check: Go to Settings → Teams → [Your Team], look for your role

If you see MEMBER:

Solution: Ask team OWNER to promote you to OWNER
Or: Ask organization ADMIN to add the person

If you see OWNER:

Continue to Cause 2

Cause 2: Person Not in Organization

Check: Is the person already in your organization?

If NO:

Solution: Invite them to organization first
Then add to team
You cannot add external people to internal teams

If YES:

Continue to Cause 3

Cause 3: You're Not Organization ADMIN

Check: Some organizations restrict team management to ADMINs only

Solution:

Ask organization ADMIN to add the person
Or request ADMIN role if appropriate

"I deleted a team and now can't find the Decision Sites"

Expected behavior: Decision Sites move to default team when their team is deleted.

Where to look:

Go to Settings → Teams
Find "Default Team"
Open it
Look for your Decision Sites there

Recovery:

Create new team (or use existing team)
Reassign Decision Sites from default team to new team
Add members to new team

Prevention:

Before deleting team, reassign Decision Sites to another team
Document which Decision Sites were on deleted team

"I can't delete a team"

Common causes:

Cause 1: It's the Default Team

Error message: "The default team cannot be deleted"

Explanation: Default team is special and cannot be deleted

Why: Default team receives orphaned Decision Sites when other teams deleted

Solution: You cannot delete the default team. This is by design.

Cause 2: You're Not Team OWNER or Organization ADMIN

Check: Your role on the team

Solution:

Ask team OWNER to delete it
Or ask organization ADMIN

"All our team OWNERs left and now we can't manage the team"

Solution: Organization ADMIN can manage any team

Steps:

Ask organization ADMIN to open the team
ADMIN promotes new OWNER from existing members
New OWNER can manage going forward

Prevention:

Always have 2-3 OWNERs per team
Promote backup OWNER before primary OWNER leaves
Include in offboarding checklist

Understanding Issues

"I'm team OWNER but can't see team Decision Sites"

This is expected with certain access control settings.

Explanation:

With OWN access control:

Team OWNER doesn't grant Decision Site access
You can only see Decision Sites you own
Being team OWNER just means you can manage team membership

With TEAM access control:

You should see team Decision Sites if you're on the team
If you can't: Check if Decision Site assigned to your team

With ORGANIZATION access control:

Everyone sees all Decision Sites
Team OWNER doesn't matter for access

Key point: Team OWNER role is for team management, NOT automatic Decision Site access.

"I added someone to the team but they still can't access Decision Sites"

Common causes:

Cause 1: Team Access Control is OWN

Check: Organization Settings → Team Access Control

If OWN:

Explanation: Being on team doesn't grant access with OWN
Solution: Add them as contact to specific Decision Sites
Or: Ask ADMIN to change to TEAM access control

Cause 2: Decision Sites Not Assigned to Team

Check: Which team are the Decision Sites assigned to?

If different team:

Solution: Reassign Decision Sites to this team
Or: Add person to that other team instead

Cause 3: They're a GUEST User

Check: Their organization role

If GUEST:

Explanation: GUESTs need explicit contact invitation
Solution: Add them as contact to specific Decision Sites
Or: Upgrade their organization role to CREATOR or COLLABORATOR

"Why can't I set different Team Access Control for each team?"

Short answer: Team Access Control is organization-wide, not per-team.

Explanation:

Your organization has ONE Team Access Control setting
It applies to ALL teams
You cannot have:
- Team A with ORGANIZATION access
- Team B with TEAM access
- Team C with OWN access

Why this design:

Simpler to understand
Prevents confusion
Consistent behavior

Workaround:

Use contacts to grant cross-team access
Choose access control setting that fits most use cases

"Teams don't seem to restrict access"

Check: Organization Settings → Team Access Control

If ORGANIZATION:

Explanation: This is expected behavior
With ORGANIZATION access, teams don't restrict
Teams are organizational only
Everyone can access all Decision Sites

Solution:

If you want teams to restrict access, change to TEAM
Warning: This affects all Decision Sites immediately

Organization Role Confusion

"I'm team OWNER but can't create Decision Sites"

This is expected.

Explanation:

Team OWNER is a team role
Creating Decision Sites requires CREATOR organization role
These are independent systems

Your situation:

text

Organization Role: COLLABORATOR (or GUEST)
Team Role: OWNER

Can do:
✅ Manage team membership
✅ Add/remove team members
✅ Change team settings

Cannot do:
❌ Create new Decision Sites (need CREATOR org role)

Solution:

Ask organization ADMIN to upgrade you to CREATOR role
Or have someone with CREATOR role create Decision Sites
Then assign them to your team

"I'm organization ADMIN but can't manage a team"

This should not happen. Organization ADMINs can manage all teams.

If you can't manage a team:

Possible causes:

You're not actually organization ADMIN (check Settings → Profile)
Browser cache issue (clear cache and refresh)
Technical issue (contact support)

Expected behavior:

Organization ADMIN can manage ALL teams
Can add/remove members from any team
Can delete any team (except default)
Can change any team settings

Migration Issues

"We changed from ORGANIZATION to TEAM and now people are complaining"

This is expected. Access changes are disruptive.

What happened:

text

Before (ORGANIZATION):
Everyone could access all Decision Sites

After (TEAM):
Only team members can access team Decision Sites

Result:
People suddenly lost access to Decision Sites outside their team

Solutions:

Short-term: