---
title: My agent can't access Our PLACE, PLACE Academy, or another PLACE tool
description: "If someone cannot access Our Place, or PLACE Academy, we can start with Brivity's 'Hide from Roster' Toggle. Teams might refer to one of the above-mentioned platforms as a \"PLACE tool\"."
---

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# My agent can't access Our PLACE, PLACE Academy, or another PLACE tool

## If someone cannot access Our Place, or PLACE Academy, we can start with Brivity's 'Hide from Roster' Toggle

If a team member can log in to Brivity but can't access Our PLACE, PLACE Academy, or another PLACE tool, the **Hide from Roster** toggle in their Brivity profile may be turned on. Check this toggle first — turning it off restores access immediately.

## Why can't my team member access PLACE tools?

The most common cause is the **Hide from Roster** toggle being turned on in Brivity. When this toggle is on, the user loses access to PLACE tools — even though they can still log in to Brivity itself. To restore access, turn the toggle off.

## How do I check the Hide from Roster toggle?

1. In Brivity, go to **Admin \> Users**.
2. Select the affected user.
3. Open **User Details**.
4. Check whether the **Hide from Roster** toggle is turned on.
5. If it is on, turn it off. Access is restored immediately.

## What should I check before turning the toggle off?

1. Check with your team first — someone may have hidden the user from the roster deliberately.
2. If it was a mistake, switch it **off**. Access is restored right away.
3. If it was intentional, leave it on and contact PLACE Support. The team can help find an alternative approach that meets the same goal without removing access to PLACE tools.

## What if the toggle is already off?

Contact PLACE Support and specify which tool (Our PLACE, PLACE Academy, or another PLACE tool) is affected, so the support team can investigate further. You can reach PLACE Support through the Help Center or by submitting a support ticket.

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