I can log in but I cannot see my site, or an option is missing

Almost always this is access scope rather than a fault. Access is granted per measurement point, and menu options are gated by user level. Tell support@augos.io which point or which option you expected to see and they will correct it.

What you will see

• You log in successfully but the landing view is empty or shows only part of your estate.
• One of your sites is not in the list at all.
• A colleague has a Settings option in the three-dot menu and you do not.
• You select a point and get an error when you try to open data.

Why it happens

Four separate causes hide behind the same complaint:

1. Point-level access. You have been given some points and not others. A site that is missing entirely is usually a scope problem, not a data problem.
2. User level. Some options only appear for Administrator level users. Raw data sits behind the three-dot menu then Settings, and needs Administrator.
3. The point you picked is not a billing point. Billing-type reports only work on billing points. Select the site's summation or mains point instead.
4. A platform issue that morning. Occasionally the answer really is that something was down and has since been fixed.

What to do

1. Check whether a colleague with the same job can see the point. If they can, it is your access or your user level.
2. If you can see the point but a report errors, try the site's mains or summation point instead of a sub-point.
3. Do a hard refresh (Ctrl, Shift and F5 together) before reporting it.
4. Email support@augos.io with the site name, the point you expected to see, and a screenshot of your menu.

What Augos will do

Support checks what your profile is scoped to, widens it if that is what you need, and raises your user level if the option you are missing is Administrator-gated. Both changes take effect straight away.

Good to know

• Comparing your view against a working colleague's view is the fastest diagnostic, and it is the first thing support will ask you to do.
• If new meters were installed recently, they may simply not have been made visible to you yet. Ask.
• Landlords and property managers are routinely granted read access to a tenant's site. That is a normal arrangement, set up on request.

Still stuck

Email support@augos.io with: your login email address, the site name, the name of the point or option you expected, and a screenshot.