This is a common issue for large enterprises, where admins have been assigned a filter control to view a particular region. For example, you only have access to users from the UK, and this user is from France, or the user has no accompanying HRIS data (so they’re filtered out in your admin view).
If you have an active HRIS integration, you can solve this by following these steps:
Confirm with your IT team and Deeper Signals account owners that the invited user is included in the HRIS data feed that is sent to the Deeper Signals Platform. Specifically, ensure that the email address of the invited user matches what is listed in the HRIS feed, and that values for filtered fields (i.e. Region, Department, Country, etc.) are populated. The HRIS feed may need to be updated if this is not the case.
Confirm that your access control filters are configured to include the values of the user. If you need to adjust this, ask your Account Administrator or reach out to Deeper Signals for assistance.
Alternatively, some users have mistakenly visited our website instead and completed the free trial version of the Core Drivers on our website. In this case, please notify someone from the Deeper Signals team and can they can copy the user's results over to your account.