Team and workspace settings errors

These messages are about who may do what in a workspace, and about the settings owners and admins manage: users, invites, teams, store details, business hours and availability.

Before you start

• Who this is for: owners and admins who manage the team, and anyone who sees a permission message.
• What you need: the exact message you saw.

Step by step

1. Note where you saw the message, for example on Settings > Users, Teams, Store or Business hours.
2. Find it in the list below; messages are grouped by task and quoted word for word.
3. Follow the fix, or open the linked guide for the full steps.

What happens next

Most fixes take effect straight away. If the same message comes back after the fix, refresh the page once, then contact us with the message and the page you were on.

Tips

• Permission messages always name the role you need. Ask an owner or admin to change your role in Settings > Users.
• Roles belong to each workspace, so you can be an admin in one and an agent in another.

Troubleshooting

Roles and permissions

"Viewers can look but not change tickets. Ask an admin for agent access."

You are a viewer and tried to change a ticket. Ask an owner or admin to make you an agent. See Roles and permissions explained.

"Viewers can look but not change anything. Ask an admin for agent access."

The same rule outside the inbox, for example on customers, AI drafts or apps. See Roles and permissions explained.

"Only owners and admins can change this for the whole team"

Shared views, hidden views and macros apply to everyone, so only admins can change them. See Roles and permissions explained.

"Only admins can change workspace settings"

Users, teams, the store and business hours need an owner or admin. See Roles and permissions explained.

"Only owners and admins can change this"

Agents and viewers cannot change the reminder email setting. Ask an owner or admin. See Your first-week checklist.

Users and invites

"That person already has a pending invite"

An invite to that address is still waiting. Revoke it first if you want to change the role, then invite again. See Invite your team.

"Invite as admin, then transfer ownership"

You tried to invite someone as owner. Invite them as Admin instead. See Invite your team.

"Ownership transfer isn’t available yet"

You picked owner for another person. Make them an admin instead. See Roles and permissions explained.

"The owner can’t be changed or deactivated here"

The owner's role and status are fixed on the Users page. Contact support if the owner must change. See Deactivate or reactivate a user.

"You can’t deactivate yourself"

Ask another owner or admin to do it, so the workspace is never left without someone in charge. See Deactivate or reactivate a user.

"User not found"

The person was already removed or the page is out of date. Refresh the page and try again. See Deactivate or reactivate a user.

"Invalid invite"

The invite was already revoked or used. Refresh the Users page. See Invite your team.

"This link is not valid any more."

The unsubscribe link in a reminder email is broken or too old. Switch reminders off from Home instead. See Your first-week checklist.

Teams

"Give the team a name"

The name is empty. Type a name before saving. See Create teams to group your agents.

"A team with this name already exists"

Pick a different name, or edit the existing team. See Create teams to group your agents.

"Invalid team"

The team you tried to delete no longer exists, perhaps because someone else removed it. Refresh the page. See Create teams to group your agents.

"Invalid members"

The member list did not reach the server correctly. Refresh the page and try again. See Create teams to group your agents.

"Team name is required"

The team name is empty. Type a name. See Create teams to group your agents.

Store details and business hours

"Store name is required"

The name field is empty. Type a name. See Set up your store name, domain and support email.

"Support email doesn’t look right"

Check the address for typos and the @. See Set up your store name, domain and support email.

"Unknown time zone"

Pick the time zone from the list again. See Set your business hours and holidays.

"MON: closing time must be after opening time"

The same check from the server, naming the day. See Set your business hours and holidays.

"Closing must be after opening"

A day's closing time is before or equal to its opening time. Fix that day. See Set your business hours and holidays.

"Use HH:MM"

Times must be written as hours and minutes, such as 09:00. See Set your business hours and holidays.

Agent availability

"You can only change your own availability"

Agents can only set themselves. Ask an admin to change a teammate. See Set agent availability (Available, Away, Offline).

"Invalid state"

The choice did not reach the server. Refresh and pick again. See Set agent availability (Available, Away, Offline).