> For the complete user guide index, see [llms.txt](https://portraitresearch.com/documentation/llms.txt).

# Troubleshoot access and missing options

[Canonical page](https://portraitresearch.com/documentation/more/troubleshoot-access/)

## Applicability

- **Task:** Identify the layer causing a missing option or blocked workflow
- **Access:** Public guide; a Portrait account is required for product checks
- **Audience:** Portrait users and admins diagnosing access
- **Surfaces:** web; ios; slack; teams; email; cli; mcp
- **Availability:** Production support
- **Content type:** support
- **Last reviewed:** 2026-09-24

Use these checks when a workflow, source, or integration is missing or refuses to start.

## 1. Confirm the surface

Open [Capabilities by surface](https://portraitresearch.com/documentation/reference/capabilities-by-surface/). If the feature is not supported on the current surface, use the web app or the surface named by its guide.

## 2. Confirm identity and organization

For Slack, Teams, email, CLI, and MCP, confirm that the connected Portrait user and organization are the ones you intended. Reconnect when the session belongs to a different or expired account.

## 3. Check workflow access and usage

Open **Settings → Usage** in the web app when the workflow consumes Normal or Mosaic research usage. Usage shows balances, not feature access: an account can have access to Portrait, and a visible balance, while a gated workflow remains unavailable. Ask your account team about access to a gated workflow.

## 4. Check the data entitlement

Third Bridge, Visible Alpha depth, and other licensed sources can depend on the firm's agreement. A provider can also restrict display or retrieval on a connected surface.

## 5. Collect useful evidence

Before contacting support, collect:

- the page URL or integration name;
- the approximate time and time zone;
- the organization and user identity, without passwords or tokens;
- the action you attempted;
- the exact visible error text;
- the expected and observed result;
- a screenshot with confidential research content removed where possible.

Never send passwords, OAuth codes, session credentials, signed URLs, or API secrets.

## Escalate

[Contact the team](https://portraitresearch.com/documentation/more/contact-us/) with the evidence above. If the issue affects a connected client, include the client name and version. If a source is missing, include the source category, company, and period rather than copying licensed content into the support request.