**Source:** https://heykiku.com/help/team-member-cant-see-content

# Team Member Can't See Content

If someone on your team can't see content they should, here's how to fix it. Most "missing content" issues trace back to [how the four access tiers work](https://heykiku.com/help/access-control) — a role simply doesn't include the tier the document lives in.

## Check Their Role

The most common cause: their role doesn't include the access tier.

| Role | Can See |
|------|---------|
| Owner | All tiers |
| Admin | General, Internal, Sensitive |
| Employee | General, Internal |
| Freelancer | General only |

**To check someone's role:**
1. Go to **Settings** → **Team**
2. Find the team member
3. Check their assigned role

**To change their role:**
1. Click on their name
2. Select a new role
3. Save

## Check the Document's Access Tier

Maybe the document is in a higher tier than expected.

1. Go to **Knowledge**
2. Find the document
3. Check its access tier

If a freelancer needs to see a document in the Internal tier, you have two options:
- Move the document to General tier (if appropriate)
- Upgrade the freelancer to Employee role (if they should see all Internal content)

## Check Document Status

Documents in "Pending Review" aren't searchable yet. They won't appear in chat answers.

1. Find the document in **Knowledge**
2. Check its status
3. If "Pending Review," [approve it](https://heykiku.com/help/approve-document)

## They Still Can't See It?

Verify:
1. They're in the correct workspace (people can belong to multiple)
2. They're logged in with the correct account
3. They're asking questions that should match the document

If none of these work, contact support.

## Related terms

- [Freelancer Access Control](https://heykiku.com/glossary/freelancer-access-control)
- [Offboarding](https://heykiku.com/glossary/offboarding)