| Symptom | Likely cause | First safe fix |
|---|---|---|
| Access denied after login | Missing entitlement or inactive role | Ask company admin to review permissions |
| Feature not visible | Service not assigned to user | Verify user role and product access |
| Cannot approve/release payment | Approval limits or dual-control rules | Ask admin to check approval permissions |
Login success vs. permission failure
If you can sign in but cannot see a feature, the problem is likely authorization rather than authentication.
- Do not reset password repeatedly.
- Document what is missing.
- Ask admin to compare against a working user.
Administrator checklist
Company administrators should check service enrollment, user status, account entitlements, approval limits, payment types, and dual-control settings.
- Check ACH/wire/Positive Pay/RDC permissions.
- Verify accounts assigned to the user.
- Check approval and release limits.
When support is needed
If permissions appear correct but access still fails, official support may need to review enrollment or product setup.
- Provide exact feature name.
- Provide non-sensitive screenshots if allowed by company policy.
- Do not share passwords or codes.
Use official Synovus help for account-specific issues
For login access, account-specific changes, locked users, payment services, fraud concerns, or confidential banking questions, use official Synovus channels. Start at the official Synovus website, review the official Synovus Gateway information page, or use the official Synovus contact page.
Do not share codes or passwords
No help guide, phone caller, email sender, text message, or “support agent” should ask you to share your banking password, one-time access code, full account number, card number, or remote computer access. Stop and verify through official channels.
FAQ
Is access denied a password issue?
Usually no. It often means the user lacks permission.
Who can change business permissions?
Typically a company administrator or official support, depending on the service.
Why can my coworker see a feature I cannot?
Your role, account entitlement, or approval rights may differ.
Last reviewed: May 15, 2026. This page is written as independent troubleshooting guidance and is not a substitute for official Synovus support.