Overview
Service Partner Console (SPC) users must be able to log into their partner organization's Secureframe account before they can access client instances. If a partner user cannot log in, they will not be able to use SPC regardless of how they are assigned on client accounts.
Symptom: "You have no active companies in Secureframe"
A partner user may see this error at login even if they appear correctly assigned to a client account in SPC.
A common cause is that the user is Uncategorized on the partner's own Personnel page. Uncategorized users do not have an employment type assigned and may be unable to sign in.
How to fix it
An admin on the partner account (not the client account) should:
Go to Personnel on the partner's Secureframe account.
Find the user by email.
Confirm their status shows Uncategorized.
Categorize the user as Employee or Contractor, depending on how your organization classifies partner staff.
Confirm the user is Active and Invited.
Ask the user to log out, then log back in.
After categorization, the user should be able to log into the partner account and access client instances through SPC.
Note: Changes on the client account in SPC do not resolve this issue. The categorization must be completed on the partner's own account.
Frequently Asked Questions (FAQ)
Why can't my user access SPC if they are already assigned to a client?
SPC access requires a valid login to the partner account first. Client-side assignments only apply after the user can successfully sign in.
Who should categorize the user?
An admin on the partner organization's Secureframe account.
Should I categorize the user on the client account or the partner account?
On the partner account. This is the most common mistake in these cases.
What employment type should I use for partner staff?
Use Employee or Contractor based on how your organization classifies the user. The important step is moving them out of Uncategorized.