How to Fix Missing Enquiries and Message Visibility Issues
If you’ve logged into the Canvas dashboard and can’t see any messages or enquiries, it’s likely due to user access settings. This issue usually happens when a user account has not been correctly copied into email enquiries.
Here’s how to fix it.
🚨 The Issue
-
You’re logged in with a user account that hasn’t been copied into the enquiries.
-
As a result, you won’t be able to see messages or respond to client enquiries via the dashboard.
-
This applies to secondary users—the admin account will always be able to see everything.
✅ The Fix
To make sure additional team members can see and respond to enquiries, you need to:
1. Go to the Venue Settings
-
Click on “Venues” in your dashboard
-
Navigate to the “Contacts” section
2. Check Which Contacts Are Receiving Enquiries
-
You’ll see your main contact email listed
-
If that’s the only one copied in, it’s the only account that will see enquiries
3. Add and Copy in Additional Users
-
Select the slider CC into email enquiries for the venue manager contact
-
Tick the box to CC selected users into enquiries
-
This will ensure that going forward, they’ll receive new enquiries and be able to view and reply to messages
🕒 Important Notes
Changes apply going forward only—secondary users won’t be able to access old messages or enquiries if they weren’t copied in when the enquiry first came in
After updating permissions, it’s a good idea to log out and back in again to refresh your access
💬 Final Tip
If you’re still not seeing messages after updating your settings, try:
Logging out and back in
Double-checking that the user has been added and copied into enquiries correctly
Contacting our support team for assistance
We’re here to help make sure everyone on your team has access to the enquiries they need 🚀