### Access and Login Issues

**Why can’t a user sign up?**

Access is determined by the **Primary Contact Email** on an ERP customer record.

If sign-up fails, verify that:

- The email is set as the **Primary Contact Email**, not a secondary or billing email.
- The customer record is synced to **Paystand**.
- The record belongs to a subsidiary connected to **Network Portal**, if applicable.

### Invoice Visibility

**Why can’t a customer see certain invoices?**

Network Portal only displays invoices that:

- Belong to the specific ERP customer records tied to the user account.
- Are successfully synced through **Paystand**.
- Meet any configured invoice filtering rules, if applicable.

Network Portal does not:

- Consolidate invoices across multiple ERP customer records that don't share the primary contact.
- Provide parent-child or hierarchy-based rollups.
- Display invoices from unconnected subsidiaries.

### Payment Visibility

**Why is a payment not visible?**

Network Portal only displays payments processed through **Paystand**.

The following payments will not appear in the Portal:

- Payments recorded directly in the ERP
- Payments made outside of Paystand
- Payments processed through other payment processors

Refunds and refund status indicators are **not currently displayed** in Network Portal.

### Role and Access Limitations

- Roles apply only within a single ERP payer record.
- Removing a user permanently deactivates their access.

### Structural Limitations

Network Portal does not currently support:

| Not Supported | What That Means |
| --- | --- |
| Automatic role updates after ERP email changes | Changing an email in the ERP does not automatically update Portal access behavior. |
| Administrative impersonation | Admins cannot log in as another payer within the Portal. |
| Visibility into non-Paystand transactions | Only Paystand-processed transactions are shown. |

**Important**

Network Portal reflects your **ERP structure**. If customer records, contacts, or subsidiaries are configured incorrectly in the ERP, the Portal will reflect those same inconsistencies.

Before escalating an issue, verify:

- The correct ERP customer record
- Primary contact email configuration
- Subsidiary connection
- Sync status

Prev [Next](https://support.paystand.com/hc/en-us/articles/46757014694299-User-Roles-Explained "User Roles Explained")

#### Table of contents

Common Issues and Limitations

- [Common Issues and Limitations](https://support.paystand.com/hc/en-us/articles/46766381382043-Common-Issues-and-Limitations#common-issues-and-limitations-0-0)
- [Access and Login Issues](https://support.paystand.com/hc/en-us/articles/46766381382043-Common-Issues-and-Limitations#h_01KKA8GHJ7ZYCNJWF8W56TP4XD)
- [Invoice Visibility](https://support.paystand.com/hc/en-us/articles/46766381382043-Common-Issues-and-Limitations#h_01KKA8GHJ7FAPCYC1M8P20BNK9)
- [Payment Visibility](https://support.paystand.com/hc/en-us/articles/46766381382043-Common-Issues-and-Limitations#h_01KKA8GHJ7R7X9JXJ9JXDZETMA)
- [Role and Access Limitations](https://support.paystand.com/hc/en-us/articles/46766381382043-Common-Issues-and-Limitations#h_01KKA8GHJ8ZYE6ZHMRDXS53APJ)
- [Structural Limitations](https://support.paystand.com/hc/en-us/articles/46766381382043-Common-Issues-and-Limitations#h_01KKA8GHJ8D39XW70MDEZCST01)