Operator, the Importer and the new reports share one sign-in, so when one of them goes missing or keeps asking you to sign in, a full sign-out and sign-in fixes it most of the time. If it doesn't, the checks below cover every other reason, in the order we see them.
Applies to: your shop's employees, on catalog and project shops. The admin steps need the Modify permissions permission.
In this article
- What each app needs
- Check 1: Sign all the way out and back in
- Check 2: Check the person's permissions
- Check 3: Confirm the person is on your company
- Check 4: Check for a shared login
- Check 5: Confirm the app is on for your shop
- Still stuck?
- Things to know
- Related articles
What each app needs
Each of these apps checks the same few things before it opens. Knowing which one failed tells you where to look.
| App | Where you open it | What has to be true |
|---|---|---|
| Operator | The Operator icon next to the search bar in the header | Operator is on for your shop, the person is an employee, they're signed in with their current Allmoxy sign-in, and Use Operator isn't turned off for them |
| Importer | Orders > Importer | The Importer is on for your shop, the person is an employee, they're signed in with their current Allmoxy sign-in, and Use Import Tool isn't turned off for them |
| New reports | Reports menu | The person has View reports plus that report's own permission (for example View Aging Report), and the new reports are on for your shop |
Operator and the Importer are for your team. Your customers don't see either one, and customers who can view reports always see the previous version.
Check 1: Sign all the way out and back in
This fixes most cases. Operator, the Importer and the new reports use your Allmoxy sign-in, and an older session doesn't carry over to them. A page refresh keeps the old session. A full sign-out builds a new one.
You'll know this is the cause when:
- The Operator icon or the Importer menu entry is missing.
- A sign-in screen appears inside Operator, the Importer or a report, and your usual password doesn't get you in.
- A report opens in its previous version with a blue notice inviting you to try the new one.
To fix it:
- Close every Allmoxy tab except one.
- Click Logout.
- Sign back in on your shop's login page.
- Open Operator, the Importer or the report again.
If you're asked once to choose a password after signing in, that's expected. It's the password you'll use everywhere in Allmoxy.
If it still asks you to sign in, open your shop's address in a private browser window and sign in there. If it works in the private window, clear the site data for your Allmoxy address only (in Chrome: click the icon left of the address, then Site settings > Delete data). You don't need to clear your whole browser.
Check 2: Check the person's permissions
Each app has its own permission, so a person can have one and not the others. Operator is on for every employee by default; it only goes away when someone turns it off for that person.
You'll know this is the cause when you see:
- "You don't have access to Operator" inside Operator.
- "No access to [report name]" on a report, or an error in place of the report's data for one person only.
- "You do not have access to this function." on a page.
To fix it:
- Go to Contacts > Company Contacts and open the person.
- Click Edit and scroll to their permissions.
- Make sure the permission for the app isn't turned off:
- Operator: Use Operator
- Importer: Use Import Tool
- Reports: View reports, plus the permission for the report they need (the Reports column lists one per report)
- Click Submit.
- Have the person log out and back in (Check 1). The change shows up on their next sign-in.
If two people have matching permissions and only one can get in, the difference is almost always Check 1 or Check 3.
Check 3: Confirm the person is on your company
Allmoxy treats someone as an employee because their contact belongs to your shop's own company. A contact filed under a customer or vendor company is treated as a customer, even with every permission turned on.
You'll know this is the cause when an admin sees the Operator icon but gets "You don't have access to Operator", or a person only ever sees the previous version of reports.
To fix it, open the person in Contacts > Company Contacts, click Edit, and use Use Existing Company to move them to your shop's company. Then have them sign out and back in.
Check 4: Check for a shared login
Your Allmoxy sign-in follows your email address. Two things trip it up:
- Two people share one email at your shop. Each of them has to sign in with their username instead of the email.
- One person has a contact with the same email on more than one Allmoxy site, such as your main site and a sandbox. That duplicate can keep sending them back to a sign-in screen on Operator, the Importer and the new reports. If they don't use the other site, remove their contact there or change its email. Then have them clear site data for your Allmoxy address (Check 1) and sign back in.
Check 5: Confirm the app is on for your shop
Operator, the Importer and the new reports each have a switch for your team. If it's off, nobody on your team sees that app, whatever their permissions say.
You'll know this is the cause when nobody on your team sees the app.
To fix it:
- Go to Settings > Admin > Account Settings. You'll need the Manage Account Settings permission.
- Open Active Modules.
- Turn on the toggle for Operator, Import Tool or Reports.
- Have your team log out and back in (Check 1).
If Operator shows "Operator isn't enabled" with the toggle already on, send us your Allmoxy web address and we'll switch it on from our side.
Still stuck?
Send us these and we'll check it from our side, so you're not stuck guessing:
- The person's email or username
- Your Allmoxy web address
- Which app (Operator, Importer, or the report name)
- A screenshot or short screen recording of what they see
- Their browser and version
Things to know
- Permission changes need a fresh sign-in. A tab that was already open keeps the old access until the person reloads or signs out and back in.
- The new screens sign you out after 59 minutes idle. A warning appears at 54 minutes. A forgotten report tab can sign you out of the newer screens while you're working elsewhere in Allmoxy. Sign in again and you are back.
- Out of AI tokens isn't an access problem. When your shop's monthly AI allowance runs out, Operator pauses chat and the Importer shows an "imports are paused" banner. Both come back next month, or sooner when someone with billing access adds more.