This article is for property management teams using LetHub - especially Owners and Admins setting up access for their staff, and anyone whose teammate says leads or units seem to be "missing" from their account. Before assuming something is broken, check that teammate's role: a Member role limits what they can see, and the "missing" leads may simply be outside their view.
The roles at a glance
These are the LetHub roles that come up in access questions:
Owner - the top-level account for your company. There is only one Owner per company, and only the Owner can promote another user to Admin.
Admin - has all of the Owner's permissions, except promoting other users to Admin.
Member - can only see the units they are assigned to. Units (and the leads attached to them) outside their assignment won't appear in their account.
"My leads are missing" - check the user's role first
If a team member reports that leads, units, or lead conversation transcripts aren't showing up, check their role. A Member account only shows the units that user is assigned to - so leads for any other units simply won't be visible to them. This can look like leads were never received or never responded to, when in fact they're all there under a higher-permission account.
Upgrading that user to Admin gives them full visibility into all units and leads.
How to give a team member full visibility
Check the user's current role. If it's Member, their limited view is expected behavior - not a bug.
Decide whether they should see everything. If yes, they need the Admin role.
Have your Owner make the change. Only the Owner account can promote a user to Admin.
When an employee leaves your company
Two things to review right away:
Roles. If the departing person held a key role, review your team's permissions with your Owner. Because there is only one Owner per company, if the departing person was the Owner, a replacement Owner must be chosen (LetHub support can help reassign access in this situation.) contact LetHub support and we will transfer ownership to the person you choose and remove the departed employee’s access.
Integrations. ⚠️ Warning: a connection set up under an individual employee's account can break when that person leaves. In one real case, a company's leads stopped flowing into LetHub because lead notification forwarding was tied to a departed employee's personal account in their listing platform - the fix was connecting LetHub's lead forwarding email directly to the platform instead. When someone leaves, it's worth checking whether any of your lead-flow connections were set up under their personal account.
If leads stop arriving after a staff departure and you're not sure why, reach out to LetHub support - it may be an easy fix.