A dashed box with a lock where a detail should be means your role doesn't include permission to see it. The information may well be there. Owneli shows a lock so you can't mistake "hidden from you" for "nothing recorded".
What can be hidden
A role can see the client list without any of these:
| Detail | For example |
|---|---|
| Contact details | Email, phone, date of birth, address |
| Clinical details | Allergies, staff alerts, client notes |
| Spend | Lifetime spend, sale amounts |
| Photos | The before-and-after gallery |
| Health answers on forms | Forms marked as holding health information |
Whatever your role doesn't include shows as hidden wherever it would appear: the profile, lists and search. In the client list, contact details show as "hidden".
Hidden is never "none"
This is the rule that matters for treatment: a hidden detail must never be read as empty.
"No allergies recorded" means someone checked and found none. A lock means the record may hold allergies you're not allowed to see. Owneli never shows "none recorded" for something it's hiding from you.
What else you'll notice
- Search: without contact details, searching by email or phone finds nothing. Search by name. See Search everything.
- Client list: the spend column is empty without permission to see spend.
- Profile sections: a section that is all hidden detail isn't listed at all. Without photos, there's no Photos; without spend, there's no Sales, Items, Wallet or Loyalty. A missing section doesn't mean there's nothing in it.
- Forms: health answers show Clinical information hidden, with Reveal if you can open submissions. Each reveal is recorded with your name. See Review a submitted form.
Get access
Ask an admin
Tell an admin or the owner which detail your work needs.
They update your role
They change your role under Settings → Team & access → Roles, adding only what you need, without making you an admin. See Roles and permissions.
Reopen the profile
Once your role changes, the detail shows the next time you open the profile.
Check it worked
The locked box is replaced by the real detail, or by its normal empty state if nothing is recorded.
If something goes wrong
Is it hidden or just empty?
If you see the normal empty state, such as an "Add allergy" prompt, it's empty. If you see the dashed lock, it's hidden, and you don't know what's there.
Who decides what I can see?
Your role, set by an admin or the owner. It applies everywhere, so something hidden on the profile is hidden in search and lists too.