FAQ & Troubleshooting

Common questions about roles and permissions, in plain English.

I'm an Org Admin. Can I demote myself to Viewer?

Yes, but make sure another Org Admin exists first. If you're the only Org Admin, you'll lose the ability to undo the change. Add a second admin, swap them in, then change yours.

My project manager says they can't see project X.

A Project Manager browses other projects through their org-wide role (usually Viewer, which reads everything), and manages only the projects they're assigned to as PM. If they can't see the project at all, check their org-wide role: a Viewer reads every project, but a Driver only sees assigned loads.

If they can see it but can't edit it, that's expected - you need to assign them as PM on that project. Open the project, find the team panel, and add them.

Why does my driver see no loads?

A Driver's access to loads is assigned-only - they only see loads assigned to them. A driver who hasn't been assigned to anything has an empty home screen. That's normal.

Have your dispatcher assign the driver to a load (drag them onto the load on the dispatch board, or use the Equipment Setup section on the load page).

Can I have a "super admin" who has Manage on everything?

That's the Org Admin role. There's no level above it.

Can I have a custom role just for our company?

Not yet. The current shipping set is the org-wide roles (Org Admin, Ops Manager, Dispatcher, Permit Coordinator, Viewer), the field roles (Driver, Rigger/Operator Supervisor, Crane Operator, Escort), and the Project Manager assignment. The system is designed so we can add per-org customization later, but it's not in the product today.

If a role doesn't fit, talk to us at support@letsoffload.com - we want to hear which gaps you're running into.

Can I give one person more access than their role normally has?

Yes, via per-user overrides. An Org Admin can grant additional capabilities on top of a user's role. Overrides only add - they never take away. To remove access, change the role.

There's no UI for this yet. Email support@letsoffload.com and we'll help you set one up.

What does "Request" mean on a schedule?

Drivers and Rigger Supervisors can propose a schedule change without applying it. The proposed change goes into a pending state on the load. Someone with Manage on the schedule (your dispatcher) reviews it and accepts or rejects it.

This keeps the schedule canonical. Two people in different time zones can't accidentally double-book the same window because there's a single approver.

How does Project Manager access work?

Project Manager is an assignment, not an org-wide role. Two layers compose:

• Org-wide role: what they can do across the whole company. You give a PM an org-wide role (usually Viewer, which reads every project) when you invite them.
• PM assignment: what they can do on a specific project. Assigning them as PM grants Manage on that project and its loads, permits, and routes.

So a PM-as-Viewer can browse every project (from the Viewer role) and run the ones they're assigned to (from the PM assignment). Assign them from the project page; assigning a new PM replaces the previous one.

I'm a Permit Coordinator. Why can't I edit the load schedule?

That's by design. Permit Coordinators have Read on loads (so you can see the load context), Manage on permits, and Manage+Export on planned routes. The schedule is a dispatcher's responsibility, not the permit team's.

If you need a schedule change to make the permit work, ask the dispatcher.

Why does the matrix say "inherits" on so many cells?

Most-specific inheritance keeps the matrix concise and intentional. We only write a cell when:

1. The parent doesn't have a grant and we want to add one (broadening), OR
2. The parent has a grant and we want to give the child a smaller one (narrowing).

Everything else inherits. So if Dispatcher has Manage on Project.Load and we don't write a separate cell for Project.Load.Details, the Dispatcher inherits Manage on details too.

The "inherits" annotation in the matrix tells you the behavior at that level even when there's no explicit cell. It's not a separate kind of grant.

What happens if I change someone's role mid-job?

Their access updates immediately. If they had access to a load they no longer have access to, they lose it on their next page load.

Changing someone's org-wide role doesn't touch their PM assignments. Those are separate grants on specific projects. If you want to pull a PM off a project, remove them from that project's team panel; changing their org-wide role alone leaves the PM assignment in place.

What if I need to delete a load and I'm a Driver?

You can't. Drivers don't have Delete anywhere. Ask your dispatcher (Manage on loads includes Delete).

This applies across the board: a role with Update or Create has no Delete unless it has Manage. We do this on purpose - deletion is irreversible and almost always needs a second pair of eyes.

How do I see what a specific user can do?

There's no UI for this today. Use the Permission Matrix and look up their role. If they have overrides, the Org Admin who set the overrides will know.

If you keep running into questions about a specific person's access, email support@letsoffload.com - we can audit it from our side.

Where do these roles come from? Can I propose changes?

The roles come from common heavy haul operations - dispatcher, driver, permit coordinator, crane operator, escort, project manager, and so on. The list reflects real industry roles, not abstract personas.

If your operation has a role we don't cover, please tell us. Real-world examples are how the matrix evolves.

Still stuck? Email support@letsoffload.com with the role you have, the action you tried, and the error message. We'll get it sorted.