Troubleshooting the Message 'You Are Not Authorised to Perform This Action'
There are multiple occasions when one can see the message pop up.
If you receive this message - please report this to customer service, and say that it is likely to be a firewall issue. Firewalls can sometimes falsely believe that a perfectly normal request is someone trying to get illegal access, and it seems to thinks it's you! Tell us and we can tell it to back off!
But at other times, it could be the case of Property Manager wishing to change the 'Services provided' or Address text for a newly setup Contractor. If yes, you must do so before the contractors sign in and make any changes themselves. Once they do so, the system is automatically blocked at the Managing agent side to do it for them. At this point, you must contact the Contractor to implement any changes themselves.
Furthermore, there are 2 commonly known scenarios when this message could be displayed -
Case 1. Resident users while trying to view/download document on system email links
Thing to check - end user must be logged into their account prior to opening the link. They can do this by accessing the https://secure.dwellant.com/ sign in page on a separate browser window or tab. It would also be good to logout from Dwellant, clear browsing data/cache and log back in with their registered email address, and then click on the email link to access the documents, or see them directly on the portal.
Case 2. Managing agent users trying to do some action beyond their scope of privilege or authority
Thing to check - sometimes certain actions such as impersonating internal users higher up in levels, accessing external links while on Managing agent etc., can trigger this error. This is to safeguard security controls and prevent unauthorized access to all resources/accounts/orgs.
Further Things to check -
1. Are you trying to impersonate someone ABOVE your authority in the organizational hierarchy?
2. Are you logged onto the Managing agent portal but are trying to access a Contractor account on same browser?
3. Are you logged onto the Managing agent portal but are trying to open an email link or attachment for a leaseholder user on same browser?
There could be more of these scenarios, but most of these issues can be self-investigated. If you still face trouble with this, its advised to contact customer service team with below details -
- steps that triggered the error
- user name and email who is seeing the error
- Action that is triggering the error
- Browser used
- Full page screenshots of the error
- Did you use to have access before, but now don't have it? If yes, how far back was it? This would be something for your internal teams to investigate if something has changed recently.
Alternatively you can also try removing cache and cookies, and try different refreshed browsers to see if that makes a difference.