Overview
If a feature you expect to see isn't showing up in BombBomb Engage, it's almost always one of three things: your plan doesn't include it, your account role doesn't have access to it, or an Admin has disabled it at the workspace level.
Who this applies to: All users
Plan requirement: Core, Core + Copilot, Enterprise
For Team Members: What to Do
You can't see your own plan type or role in the app — only an Application Admin can see that. If something is missing, contact your Admin and tell them:
- What feature you're expecting to see
- Where in the app you'd expect to find it
Your Admin can check your role, your plan, and your workspace settings to figure out why you don't have access and fix it if needed.
For Admins: How to Diagnose the Issue
1. Check the User's Role
Go to Manage Users in the left navigation and find the user. Check:
- Account Role — Admin, Content Admin, or Member. Different roles have different levels of access.
- Application Admin — whether they have Application Admin privileges (user management, billing, account settings).
- Status — if Inactive, they've lost access entirely.
If their role is incorrect, update it directly from the Account Role dropdown in the table. Changes take effect immediately.
2. Check Your Account Plan
Some features are only available on certain plans. For example, Automated Workflows require Core + Copilot or Enterprise — they won't appear for anyone on Core regardless of their role.
To check your current plan, go to Account Settings in the bottom-left navigation, then click the Plan & Billing tab. Your current plan is listed under Current Plan.
If your plan doesn't include the feature, contact BombBomb Support to discuss your options.
3. Check Account-Level Permissions
Some features can be toggled on or off for your entire account. Go to Account Settings > Permissions to review:
User Permissions — these control what all users can access:
- Video Captions — generate captions for videos
- Screen Recorder — share and record screens in videos
- Video Upload — upload video content
- Mobile Applications — access BombBomb's mobile apps
Administrator Permissions:
- Allow administrators to log into user accounts — controls whether Admins can access other users' accounts
- Generate Monthly Report — emails a monthly usage report to account administrators
Email Integration:
- Controls whether Outlook integration is available to users
If a feature toggle is off, turn it on and ask the user to refresh their browser.
4. Check Team-Level Permissions
If the issue is specific to members of one team, select that team from the dropdown in the top-left of the navigation, then go to Manage Team > Permissions. Team-level permissions can override or supplement account-level settings for that team's members.
Quick Browser Fix
Before escalating, have the user try these — they resolve more issues than you'd expect:
- Clear their browser cache and reload BombBomb. Outdated cached data can cause features to display incorrectly.
- Switch to Google Chrome if they're on a different browser. Chrome is recommended for the best experience with BombBomb Engage.
Still Can't Resolve It?
Contact BombBomb Support via the Chat with Us button in the bottom-left corner of the app. Include:
- The feature that's missing and where it should appear
- The affected user's name and email
- Their current role and plan
- What you've already checked
Frequently Asked Questions
A team member says they used to see a feature and now it's gone. What happened?
The most likely causes are a role change, a plan change, or a permission toggle being turned off. Check their Account Role in Manage Users first, then check Account Settings > Permissions.
I'm an Admin and I still can't access something. Why?
If your role is correct and the relevant permission is enabled, it's likely not included in your current plan. Check Account Settings > Plan & Billing to confirm your plan, then contact Support if needed.
How does a team member find out what their role is?
They can't see it themselves. As an Application Admin, you can see every user's role from the Account Role column in Manage Users.
The Screen Recorder / Video Upload option is missing for a user. Where do I fix that?
Go to Account Settings > Permissions and make sure the relevant toggle under User Permissions is enabled. If it's on at the account level but still missing for a specific team, check Manage Team > Permissions for that team.