Why can’t I see this feature?

A missing feature has four possible causes:

• you’re signed in to the wrong interface;
• you lack a permission;
• an option isn’t enabled on the account;
• your department doesn’t cover what you’re looking for.

They don’t all call for the same fix. The sections below help you tell them apart.

Check the interface first

The back office and the learner platform don’t show the same things. The back office isn’t a preview of the application. What you see on a learner’s phone has no equivalent in the back office, and vice versa.

A back office authorization doesn’t grant access to learner content either: an administrator who belongs to no user group sees nothing on the learner side, regardless of their rights. See Signing in as one of your learners.

The account-owner test

If you’re in the right interface, ask the account owner, whose access is unrestricted, whether they can see the feature:

• they can: you’re missing a right, or it’s a department issue;
• they can’t either: it’s an option that isn’t enabled on the account.

Checking with a colleague who has a broader profile also works, as long as they’re in the same department as you.

A right is missing

How to recognise it? The feature disappears from the back office entirely. The menu entry, tab or button simply isn’t shown; nothing is greyed out. A colleague in the same department with a broader profile can see it.

Who can act? Whoever manages authorizations — that is, whoever holds the Edit / add authorizations right on the parent account. They can see your profile and adjust it. To understand what a back-office permission template governs, see Understanding custom permissions.

The option isn’t enabled on the account

How to recognise it: nobody sees the feature, not even the account owner. It isn’t greyed out — there’s no trace of it, not even the screen. A right without the matching option enabled won’t do anything either.

Account options decide what exists on your platform. Among the ones most frequently involved: tips and social learning, live sessions, SSO and HRIS synchronisation, the public API and webhooks, SCORM export and LMS connectors, AI content generation, external content (Edflex, H5P), white label.

Who can act? Your Beedeez contact. Options are enabled on Beedeez’s side, not in your back office, and often come with contractual implications.

💡 Seeing a feature in a demonstration says nothing about your account: a demonstration runs on an account where everything is enabled.

Your department doesn’t cover what you’re looking for

How to recognise it? The feature is there, but something is missing inside it: a group, a piece of content, a statistic. A colleague in another department, with an identical profile, sees something different from you.

The rule: you only see what falls within your department and everything below it — nothing else.

Frequent case: the Administrator profile doesn’t appear in the list of assignable profiles. On an account organised into departments, that’s expected behaviour: the Deputy is the only administration profile available within a department. See Getting started as a deputy.

What is present, but empty

This is neither an option nor a right — there’s simply nothing to show. A feed with no widgets added, for instance, shows up as an empty screen. See The feed.

A feature can also exist in a narrower form than you’d expect. Two cases come up often:

• webhooks. The form offers two event types, but only one actually reaches your endpoint. A certificate’s expiry is reported under the award event’s name. See Webhook events;
• group conversation. No screen lets several learners start a thread among themselves, and no option enables one. Exchanges go through the comments attached to a piece of content. See Letting learners talk to each other.

💡 Before building a project around a feature, check what it actually does in your own environment.

Going further

• Understanding custom permissions: what each right governs, and the explicit-list trap.
• Understanding structure and permissions: departments, groups and permissions, and how they compound.
• Signing in as one of your learners: check what a learner actually sees.
• Discovering Beedeez: the three interfaces and what determines what you see.