Why can’t I see the Office Hub?

Office Hub may not be enabled for your Enterprise, or your Advisor Marketing Administrator account may not have been granted access. Contact your Enterprise administrator for help.

Why can’t I access Office Defaults?

Only an Office Administrator can access Office Defaults. Having an Advisor Marketing Administrator role is not enough. Ask an authorized administrator to add you to the office’s Office Administrators panel.

Why can’t I see an office?

Advisor Marketing Administrators see offices connected to their assigned Office Members (Advisors). Enterprise Support Administrators can see every office on the Enterprise. Confirm your role and office assignments if an expected office is missing.

Why can’t I invite an advisor?

Confirm that:

  • The email address is the advisor’s exact account email.
  • The account belongs to an existing advisor on the same Enterprise.
  • The advisor is not already assigned to the office or another office.

Moving an advisor between offices requires an administrator action in the Brain. Contact your Enterprise Platform Administrator for assistance.

An advisor did not receive an invitation. What should I do?

Ask the advisor to confirm the account email address and check their spam or junk folders. If the invitation is still missing, withdraw the pending invitation and send a new one.

I cannot edit an advisor’s login email.

Office Hub does not currently support changing an advisor’s login email. Contact our Support team if the login email needs to be changed.

Force Push changed a value unexpectedly

Force Push cannot be undone. A selected empty office field deliberately overwrites the corresponding advisor field with an empty value. Add the correct information again either individually to the advisor’s account (for single change) or force push the correct update if it needs to be applied to all advisors in the office.

CSV import failed

  • Header row is incorrect: use office_name,marketing_admin_email,advisor_email,runs_office
    • The final column is optional.
  • The Advisor Marketing Administrator must be in the selected Enterprise: check every row, whether or not runs_office is set.
  • Invalid runs_office value: use only yes, no, or blank.
  • runs_office can only be yes for an Advisor Marketing Administrator with Office Hub access: confirm the user’s role and Office Hub access.
  • Nobody would run these offices: add a runs_office=yes row or assign an administrator before re-uploading.

Information needed when contacting Support

Include:

  • Your name and role
  • Enterprise and office name
  • Advisor name and email address
  • The Office Hub area where the problem occurred
  • What you expected to happen
  • What happened instead
  • A screenshot or CSV error details, if available

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