Troubleshooting Empath Grow

Quick fixes for the most common Empath Grow issues. If none of these help, contact support and include the client name and the member's email.

I don't see Grow in the Admin menu

Sign out of Empath and sign back in. Grow needs a Manager or Admin role on a partner (MSP) account. If you bought Grow through your Partner Success Manager, it appears once the subscription is paid.

A premium catalog I bought isn't showing

Sign out and sign back in. If it's still missing from Allocate Catalogue, contact support to confirm it has been added to your account.

"This user is already a member of Empath"

That email already belongs to another Empath account, so it can't be invited to a Grow client. Use a different email, or contact support.

I can't invite anyone: the seat pool is full

Every seat in your Grow pool is in use. Remove a member you no longer need, or contact support to add seats.

A member's Library is empty

This is expected until you assign content or give them a catalog seat. See Assigning content and handling requests in Empath Grow.

A course won't open, or shows it isn't available

The member likely doesn't have a seat on that course's premium catalog. Open the client, find the catalog in Premium Catalogues, and assign them a seat.

A member signed up and ended up outside the client

Members should open their invite and choose Sign in, not Sign up. If someone already created a separate account, contact support and we'll move them.

See what the learner sees

Open the member's menu and choose Impersonate user, or use Preview customer experience in Admin > Grow.