If someone cannot see a module in the left navigation (for example Give, Care, Scheduler, or Inbox), work through this checklist before contacting WayCool support.
Module icons depend on your organization's licensed modules and each person's administrator status or user group permissions. Restrictions on which records someone can see inside a module are separate from whether the module icon appears at all.
If the person belongs to more than one CoolFocus organization, make sure they selected the right one after sign-in. Module lists are per organization.
CoolFocus only shows modules your organization is licensed to use. If no one at the organization sees a module (for example Give), the module may not be enabled for the account. Contact WayCool support or your account manager to confirm licensing.
If other administrators see the module but one person does not, continue to steps 3-5.
Open Settings → Security → Users, open the person's profile, and confirm whether Administrator is enabled.
Administrators should see every module the organization is licensed for, without needing module checkboxes on a user group.
Non-administrators only see modules their user group allows.
If the person should be an administrator but the box is off, enable Administrator, save, and ask them to sign out and sign back in.
On the user's profile, note which user group they belong to.
Open Settings → Security → User Groups and edit that group.
Under module access, ensure the missing module (for example Give) is allowed.
Save and ask the user to refresh or sign in again.
If the user has no user group, they may see an empty or very limited navigation until assigned to a group with the right module access (unless they are an administrator).
After any permission change:
Have the user sign out and sign back in, or use a hard refresh in the browser.
Confirm they are on the current CoolFocus web app (not a legacy bookmark to an old URL).
A module should always use the same icon for everyone in your organization, regardless of role. If the same module (for example Outreach) appears with one icon for an administrator and a different icon for volunteers or other non-administrators, that is an icon-rendering issue rather than a permissions setting, and it has been fixed in the app. Outreach now consistently shows as a hand-over-heart icon for every user.
Note that Care (used by pregnancy centers) intentionally keeps a plain heart icon, which is different from Outreach's hand-over-heart icon. Seeing these two icons differ from each other is expected and is not the same issue as Outreach's icon differing between users.
If you still see a module icon rendered inconsistently across users after refreshing, contact WayCool support with the module name, both icon variants seen, and the affected users' email addresses.
This is expected and is a separate concern from the icon itself. Once a module icon appears, what a person can do inside that module (which data-entry screens, fields, or records they see) is controlled by their administrator status and user group permissions, not by the icon. See User Groups: What Staff Can Open and Change to review or adjust what a user group can see and do within a module.
Escalate to support when all of the following are true:
The organization is licensed for the module (other admins see it, or WayCool has confirmed licensing).
The user is marked Administrator (or their user group explicitly allows the module).
The user signed out and back in on the correct organization.
The module icon is still missing, or is rendered with a different icon for different users.
Include the user's email, organization name, which module is missing or inconsistent, and whether other users see that module or icon the same way.
