One of the most common support tickets agencies submit is:
“My agent (user) logged in and can’t see anything in Momentum AMS!”
Although this can feel frustrating, the cause is almost always related to user permissions. Specifically, the “View Only” permissions are restricting access. This article will walk you through why it happens and how to fix it quickly.
Why It Happens
In Momentum AMS, each user has a permissions profile that determines what they can see and do.
If “View Only” is enabled, the user will only see insureds, policies, tasks, service requests, and opportunities that are directly assigned to them.
From their perspective, it may look like they can’t access the agency’s full book of business, which often leads to confusion.
How to Fix It
Log in as an Administrator or Agency Principal
Only admins/principals can adjust user permissions.Open the Agents Section
Click your name in the upper-right corner.
Select Agents from the dropdown.
Find the User
Locate the agent who reported the issue.
Click Actions > Edit next to their name.
Review Permissions
Scroll to the permissions list.
Look for any boxes checked under “View Only”, such as:
View only insureds assigned to user
View only policies assigned to user
View only tasks/service requests/opportunities assigned to user
Expand Their Access
Uncheck the “View Only” boxes you want to remove.
Save Changes
Scroll to the bottom and click Update.
Have the User Re-Login
Instruct the agent to log out and log back in for the changes to take effect.
Example Scenario
If a CSR is set with “View Only Policies assigned to user,” they won’t be able to see policies owned by other agents.
Removing that checkbox gives them broader access to all policies in the agency account.
Best Practice Tips
Always review permissions when onboarding new agents.
Use “View Only” sparingly for roles where access should be limited (e.g., contractors, part-time staff, or data-entry users).
If multiple users report this issue, check your default permissions template for new users.
Support
If you’ve followed these steps and the agent still cannot see data, please reach out to our support team for additional assistance:
? help@nowcerts.com
? (801) 999-0550 option 2
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