Why you can or cannot see a plant

What this guide covers

What to check when a plant is missing from your list, when one you did not expect is in it, or when somebody you granted still cannot see it. For the model behind it, see How access works on myPower24.

Where access comes from

Two routes account for every plant in your list: a grant in your own name, its own row on the plant's Access tab, or membership of an organisation that has access, whose row is tagged organisation and covers everyone in it. See What organisations are for.

Older plants also carry a Legacy logger share from the previous sharing system. It is not a third way in: every one sits behind a grant, and that grant is what puts the plant in the list. The level on the row is what the person can do; the share only says where it came from, and it reads Editor or Full control.

A plant you expect is missing

1. Look in the right place. Your plants are under All plants in the sidebar, pinned ones on a strip above.
2. Reload. The list is fetched on every page load, so a grant given a minute ago appears on the next one.
3. Ask whoever manages the plant to check its Access tab. Your name, or an organisation you belong to, should be there. If neither is, you have no access yet.
4. If it should come through your organisation, check on My Organisations that you are still in it and its status is Active, and ask an administrator what it holds on its Org grants tab.
5. Check which account was granted. With more than one myPower24 account, the access may be on the other address.

A plant you did not expect is there

Somebody granted you directly, or an organisation you belong to holds it and you are seeing its whole fleet.

Somebody cannot see a plant you gave them

Ask them to reload, and check the row exists on the Access tab. Access is granted against one email address, and where several accounts share one the granter picks, so check the right account was chosen. If you granted an organisation, check its status is Active: an inactive one gives its members nothing.

Somebody still sees a plant after you revoked it

Almost always a second route, a grant in their own name plus one through an organisation. Open the Access tab, click every row that covers them and use Remove in the pane. If Remove is greyed out, hovering says why, usually the last Full control holder.

Common errors and fixes

• You can open the Access tab but there is no list of people. The list is shown only to holders of Full control.
• The list says Nobody has access to this plant yet. Nobody has been added, usually because the plant was only just created. Use Add someone, or ask support.
• A name you expect is not in the list. Try the Legacy chip: shares from the older system fold into their holder's row.

Tips and gotchas

• "Why can this person see this plant?" is answered on the plant's Access tab, never in their own account settings.
• A plant leaving your list is not data loss. Only your access changed, and a whole set vanishing at once points at the organisation route.