thread Re: I added Marketing to the team but they can't see it to make campaigns. in Customer Engagement

I added Marketing to the team but they can't see it to make campaigns.

K9SwimCenter — Wed, 07 Jan 2026 22:01:56 GMT

I added Marketing to the team but they can't see it to make campaigns. I did read that Customer data needs to be active and I did verify that. Are there other permissions that need to be set? Is there a list somewhere that I can see?

Thanks,

K9 Swim Center

Re: I added Marketing to the team but they can't see it to make campaigns.

TheRealChipA — Thu, 08 Jan 2026 12:41:55 GMT

Hey there @K9SwimCenter.. From what I see in the help documentation, turning on Marketing and Customer access permissions should be enough. A couple of questions, and yes a few might be obvious if there is such a thing. Ha.

Can your team members sign into the web dashboard?
Did you limit the Customer permissions in any way?
Are they able to go to Customers > Marketing > Campaigns at all?
If so, is the Create Campaign button there, or is it missing?
Are they getting any error messages at all, and if so what are they?

Re: I added Marketing to the team but they can't see it to make campaigns.

K9SwimCenter — Thu, 08 Jan 2026 21:49:34 GMT

Howdy! Thanks for reaching out! No question is too obvious.. I used to work in tech support. 😄

1. Yes

2. No.

3. No

4. See 3

5. No

Here is what they are seeing.

Re: I added Marketing to the team but they can't see it to make campaigns.

TheRealChipA — Thu, 08 Jan 2026 21:55:52 GMT

Thanks for that. And thanks for the screen shot. So, I see from that screen shot that you have navigated to the Customer directory navigation pane. If you back up to the Customers pane, Marketing should be THERE, and Campaigns under that. Could it just be as simple as they are looking in the wrong place?

Re: I added Marketing to the team but they can't see it to make campaigns.

K9SwimCenter — Fri, 09 Jan 2026 22:33:37 GMT

Unfortunately it isn't there. For contrast here is what I see when I am drilled in exactly like the other screenshot.

Re: I added Marketing to the team but they can't see it to make campaigns.

TheRealChipA — Fri, 09 Jan 2026 22:38:28 GMT

That shot shows Customer Directory expanded. What’s under Marketing? Click on that item to expand it, please

Re: I added Marketing to the team but they can't see it to make campaigns.

K9SwimCenter — Sat, 10 Jan 2026 00:24:36 GMT

Sorry, that shot is my view. Under the marketing is all the stuff that should be. But on the employees show (well above) the Marketing doesn't show.

Re: I added Marketing to the team but they can't see it to make campaigns.

TheRealChipA — Sat, 10 Jan 2026 13:19:25 GMT

So weird. I've run out of ideas, I'm afraid. I tried this with my employees as a test and it works just fine. So I'm suspecting an issue that is probably localized to your account, or your Square server. So, I'm going to tag the Community moderators as I reached the point of uselessness for you. Hopefully they can consult with the engineers and figure this out. Good luck!

@Kassi_@RSosebee1 @_Violet @MayaP @Summer2024 @Summer2024 @Ellie_@Katie_SQ @Laurie_@Sammie_C. Please review this thread. From what I can see, @K9SwimCenter has done everything needed to grant campaign access to their team. But it doesn't seem to be working. Even Square AI confirms they have done things correctly, but still no luck.

Re: I added Marketing to the team but they can't see it to make campaigns.

K9SwimCenter — Mon, 12 Jan 2026 00:28:28 GMT

Thank you for taking it this far! Hopefully someone can figure it out.

Re: I added Marketing to the team but they can't see it to make campaigns.

K9SwimCenter — Mon, 12 Jan 2026 00:54:42 GMT

Well... sigh. I figured it out. I was only setting permissions on the Mobile point of sale, and not the Dashboard. Sorry for the inconvenience, but thank you still!