If you can't find a user in the Users section of the Backoffice, it is usually because of the filters, the search, or the rules that decide which accounts you can see.
Start with these quick checks
Check the tabs. By default, only active accounts are shown. Try the Deactivated, Locked, or All tabs.
Search again. The search works on username, company name, email address, and permissions (not on first or last name). Double-check the spelling.
Check the Read-only tab. Accounts that you can see but can't edit are listed there. This tab only appears if you have at least one such account.
Which accounts can I see?
An account appears in your list only if all three conditions are true:
It belongs to your company (or to a related company).
Its position is the same as or lower than yours.
It shares at least one operational access (airline / airport pair) with you.
If one condition is missing, the account doesn't appear in any tab. Two more things to know:
You never see your own account in the list.
If you remove from an account the only operational access you share with it, the account leaves your list.
Common cases
The user is deactivated. Open the Deactivated tab. If you find the account there, you can reactivate it. See How to activate or deactivate a user.
The user is locked. Open the Locked tab. See How to unlock a user account?
The account is read-only. You can open it but not change it. Changes on these accounts go through Tarmac support.
Still not there?
The account may not exist, or it may have been created under a different company, or with operational accesses that you don't have. Ask your AGOA administrator, or contact [email protected].