Limiting access per account
Restricting a team member to specific Instagram or WhatsApp accounts in the portfolio; the selection rules and what happens when you narrow access.
Last updated: September 30, 2026
Restricting a team member to specific Instagram or WhatsApp accounts in the portfolio; the selection rules and what happens when you narrow access.
Last updated: September 30, 2026
If you run two brands and handed one brand's social media to an agency, there is no reason for that agency to read the other brand's customer conversations. Account access solves exactly that: you can have team members who sit in the same portfolio yet see only one account. This guide covers setting access at invitation time and later, the rules behind it, and what happens when you narrow it.
⚠️ Note: Only the Owner and Admins change account access. You cannot change your own; owners and admins reach every account because of their role, and that cannot be restricted.
In this article you will find:
A role says what a person can do; account access says where they can do it. The two are independent: one person can be an agent on a single account while another is an agent on five. The role is the same in every account they reach; you cannot give someone a different role per account.
An account they cannot reach simply does not exist for them:
The Account access dropdown offers two choices:
That difference causes trouble quietly: in a team set to "Selected accounts", nobody can see a newly connected account, and they come to you saying "the account disappeared".
💡 A practical arrangement is All accounts for permanent staff and Selected accounts for outside contractors, so you do not have to revisit the team list for every new account.
The Account access dropdown on the invitation form writes this same setting. The steps are in Inviting a team member; the one rule to remember here is that setting Role to Admin locks the dropdown on All accounts, because admins manage the portfolio.
If you change your mind, the Cancel link takes you back to the member list and keeps the page you were on.
The Edit access button is not drawn on three rows: the portfolio owner's, admins', and your own. The first two reach everything because of their role, and the third is deliberate — nobody widens their own field of view.
The list works as a selection mode; there is no checkbox per row:
If you choose Selected accounts and tap nothing, the save stops with "Choose at least one account." Someone with no accounts stays in the team but can go nowhere, so an empty selection is refused.
The moment you save, these are cleared in the accounts the person can no longer see:
Making someone an Admin does the opposite: their selection is deleted and access opens to every account. If you later lower their role, the old selection does not come back — you have to pick again.
⚠️ Note: Narrowing is not an irreversible data deletion, but the assignments do not come back. Before taking an account away from someone, it is wise to hand their open conversations to another agent.
The picker may not show every account in the portfolio. There are two reasons:
A person's earlier access to an account that is not listed is preserved: saving does not wipe that selection. So temporarily switching off a channel does not quietly break your team's access settings. The count in the Accounts column counts only the accounts shown in the list, which is why the number can sometimes be smaller than you expect.
A home-textile brand's portfolio holds three accounts: a wholesale Instagram account, a retail Instagram account and a WhatsApp number. The sales agent who handles wholesale should not see retail customers.
The agent sees a single account the next time they sign in. When a second WhatsApp number is connected at the end of the month, nothing changes in the agent's panel: because their access is "Selected accounts", the new account does not open by itself.
If you granted access and the person still cannot see the account, ask them to sign out and back in; if it persists, see When a screen is missing or contact our Support team.
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