Team and access
In short
Why can't my teammate see a sequence in Reply?
Check three things in order: which workspace they are in, whether a view is filtered to their own items, and what their role allows. The first two account for most cases and neither is a permission problem, so changing roles first usually wastes time.
Quick fix
- Ask which workspace they are in. An organization can hold several, and each shows only its own sequences, mailboxes and contacts.
- Ask them to set every owner filter they can see from My to All members – sequence lists, the inbox, contacts.
- Check their role and what it permits. Viewing other members' sequences is a permission, not a default.
- Check who owns the item. A mailbox or list belongs to one person, and ownership is separate from permission.
- Confirm they can now see it, and note which of the four it was.
Didn't work? Contact Reply support; the team can check your account directly.
Symptom
A colleague is in the team and signed in, but a sequence, mailbox, contact list or inbox thread you can see is missing for them, or visible but not editable.
Most likely causes
| Cause | How to recognize it |
|---|---|
| They are in a different workspace | They see some content, just not yours. Common right after joining |
| A view is filtered to their own items | They see none of anyone else's work anywhere, not just in one place |
| Their role does not include the permission | They see the item but cannot open or change it, or a button is missing |
| The item belongs to another person | Mailboxes, contact lists and sequences each have an owner, and ownership is not the same as access |
| The workspace is set to private | Members see only their own work by design |
| They are looking at the wrong account entirely | They signed in to a personal account – see Why can't a team member accept an invitation? |
Diagnostic checklist
- Workspace first. Have them read out the workspace name. If your organization has more than one and the names are similar, this is the answer more often than anything else.
- Then filters. An owner filter left on My hides every colleague's work and looks exactly like a permission problem. It applies separately in different views, so clear it in each.
- Then the role. Seeing other members' sequences is a granted permission. If the permission is missing, a team owner enables it for that role, or creates a role that has it.
- Then ownership. A mailbox owned by another member cannot be taken over. The current owner has to release it before someone else can connect it.
- Only then suspect a fault. The first four explain nearly everything.
Resolution
They are in the wrong workspace
Switch workspace from the account menu. If people keep landing in the wrong one, rename the workspaces so they are simple to tell apart; a default name next to a real one is a trap.
A view is filtered to their own items
Set the owner filter to All members. Do it in each place separately: the sequence list, the inbox, and the contacts view each keep their own.
Their role is missing the permission
A team owner changes it under the organization's roles and permissions. Grant the specific permission rather than promoting the person; a broader role is harder to unwind later.
The item belongs to someone else
For a mailbox, the current owner removes it from their account and the new owner connects it. For a sequence, change its owner from the sequence list. Be aware that changing a sequence's owner can change which mailboxes that sequence can still use, so check sending afterwards.
The workspace is private
That is the setting working as intended: members see only their own work. Change the workspace mode if you want shared visibility, and expect it to affect everyone.
Verification
Have the colleague reload and confirm they can see and act on the item. Note which of the four it was; if it was the workspace or a filter, the same thing will happen to the next person who joins.
Prevention
- Name workspaces distinctly. "Default" beside a real name causes this repeatedly.
- Tell new joiners which workspace they should be in, in the same message as the invitation.
- Set roles up once, deliberately, rather than granting permissions one at a time under pressure.
- Keep mailbox ownership with the person who actually uses the mailbox.
FAQ
Is this a permissions problem?
Usually not. The wrong workspace and an owner filter left on My account for most cases, and both look exactly like missing permissions.
Can two people own the same mailbox?
No. A mailbox has one owner. To move it, the current owner removes it and the new owner connects it.
Why did sending break after I changed a sequence's owner?
A sequence's access to mailboxes depends on ownership. After changing the owner, check the sequence still has usable sending accounts.
Still stuck? Contact Reply support
If these steps didn't solve the problem, the Reply support team can look at your account directly. Open the Reply Help Center and send the team a message.
To get an answer faster, include:
- what the colleague can and cannot see, and where
- which workspace they are in, and which one the item is in
- their role, and who owns the item
- your organization name
Don't send passwords, API keys, or access tokens.
Related
- Why can't a team member accept an invitation?
- Configure account settings
- Why was an email not sent? – if changing an owner broke sending
Build with Reply
- REST API: Account – read workspace and membership
- MCP: docs.reply.io/mcp – check roles and ownership from an assistant