Summary: If you see the error message "Something went wrong. Please try refreshing the page. If this happens again, let us know. Error code: Record not found" when trying to view a guest profile — either by searching in the search bar or by clicking a guest's name from a conversation — this is most likely because your account has the Contractor role, which has limited access to guest profiles.
Symptom is users can see the conversation but cannot see the profile details.
If users search for the profile from Search bar, the profile will show in the result. But when users click at the profile, the same error pops up
Permissions Required: Converser, Location Admin, or Brand Admin role to view all guest profiles freely.
Contractors can only view guest profiles that link to an active booking at their assigned location(s).
Why does this happen?
The Contractor role is designed for external service providers and temporary staff. Unlike other roles, Contractors can only view guest profiles that are linked to an active booking at their assigned location(s).
This means:
If a guest does not have an active booking at your department, you will see the "Record not found" error when trying to open their profile.
This applies whether you search for the guest using the search bar or click their name from a conversation panel.
The error does not mean the guest profile is missing from the system — it simply means your role does not have permission to access it.
How do I fix this?
You have two options depending on your situation:
Option 1: Check if the guest has an active booking at your department
Confirm that the guest you are trying to view has a current, active booking assigned to your location.
If they do and you still see the error, contact your Location Admin or Brand Admin for further investigation.
Option 2: Request a role change
If your day-to-day work requires you to view all guest profiles (not just those with active bookings), ask your Location Admin or Brand Admin to change your role to Converser or another appropriate role, and remove any Contractor roles in your account. .
The Converser role allows you to view and edit all guest profiles across the brand, as well as manage conversations in your assigned departments.
💡 Tips: Only a Location Admin or Brand Admin can change your role. If you are unsure who your admin is, reach out to your manager or IT team.
Quick Reference
Role | Guest Profile Access |
Brand Admin | All guest profiles across the brand |
Location Admin | All guest profiles at their assigned location(s) |
Converser | All guest profiles across the brand |
Contractor | Only guests with an active booking at their assigned location(s) |
Marketer | All guest profiles (for audience building only) |
Report Viewer | No guest profile access |
Common Questions
Q: I could see this guest's profile before, but now I get the error. What changed?
A: The guest's booking at your department may have ended or been cancelled. As a Contractor, your access is tied to active bookings. Once the booking is no longer active, you lose access to that profile.
Q: I can see some guest profiles but not others — is that normal?
A: Yes. As a Contractor, you can only view profiles of guests who have an active booking at your assigned department(s). This is expected behaviour for the Contractor role.
Q: Will refreshing the page fix the error?
A: No. This error is caused by a permissions restriction, not a technical glitch. Refreshing the page will not resolve it.
Still need help?
If you believe your role is correct and you should have access to the profile, or if you are unsure what role you have been assigned, please contact your Location Admin or Brand Admin. They can review your permissions and adjust your role if needed.
For more details on what each role can access, see: Roles and Permissions