Can't Access, See, or Log Into Your Power BI Dashboard/Reports

If you can't log into your Power BI dashboard, the dashboard loads but shows no data (or nothing loads at all), you're missing a club you should be able to see, or you need dashboard access set up, changed, or removed for an employee, this article walks through the most common causes and what to do next.

Enhance Tech's reporting dashboards are commonly referred to by several names depending on where you access them — Power BI, Business Insights, the Business Analytics tab, or back office insights. This article covers all of them, since they're the same underlying reporting system.

Symptoms

You may be experiencing one of the following:

• You (or a new hire) don't have Power BI/dashboard access yet and need it set up
• A departing employee still has Power BI access and it needs to be removed
• You manage multiple clubs but only see one, or you were recently switched to an "old version" of the dashboard and lost visibility into a club you previously managed
• A newly opened or newly assigned club isn't showing up in your dashboard view
• The dashboard/Power BI page loads but displays no data
• The dashboard doesn't load at all ("nothing loads")
• You're signed into your Power BI account with a different set of credentials than you meant to use, or received a login notification you don't recognize
• You forgot your password or can't find your login credentials
• You get an error when signing in referencing AADSTS50020 and a message like:

AADSTS50020: User account ' ' from identity provider 'https://sts.windows.net/...' does not exist in tenant 'Enhance Fitness - Crunch' and cannot access the application '...' (Microsoft Power BI) in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account.

Cause

Power BI/dashboard access at Enhance Tech is provisioned per person and per club by the Enhance Tech support/data team — it isn't something you turn on yourself in the app. Each user account is tied to a specific set of clubs. Because of this, most of the symptoms above trace back to one of these root causes:

• No account exists yet for you, or your account was never set up for a club you now manage (new hire, promotion, or newly opened location)
• Your account's club list is out of date — a club was added or removed from your assignment but your Power BI account wasn't updated to match, which shows up as "missing" clubs, seeing only one club when you manage two, or being on an "old version" of the dashboard
• Your account still exists after you should have lost access (e.g., a departed employee's account wasn't deactivated)
• Your login email isn't recognized in Enhance Tech's Microsoft tenant ("Enhance Fitness - Crunch") — this is the specific cause of the AADSTS50020 error. Power BI access runs through a Microsoft/Azure AD tenant, and an email address has to be explicitly added as an external user in that tenant before it can sign in
• A data/loading issue on the report itself — in several reported cases, the dashboard authenticated fine but the report showed no data or failed to load. The ticket history doesn't show a customer-side fix for this; it required the data team to investigate the specific report/account

None of these are fixable from your end in the app — each one requires the Enhance Tech support team (or the data team) to make the account or report change.

Solution

Option 1: You need access set up, added to, or removed (most common)

This covers: new employee needs a Power BI account, an existing user needs a club added or removed from their view, or a departing employee's access needs to be terminated.

1. Email ensupport@enhancetech.io (or reply on your existing support thread) with:
2. The employee's full name and email address
3. Whether this is a new account, an update to existing access (add/remove clubs), or a removal (departing employee)
4. The specific club(s) involved, listed by name
5. For removals, the employee's last working day
6. Support will log this as a ticket and route it to the data team to create, update, or deactivate the Power BI account.
7. If you're removing several employees at once or want to confirm who currently has access, you can also ask support for a current list of Power BI users for an audit.

Note: Response and setup times were not evidenced in the ticket data available for this article — see Publishing Notes.

Option 2: You're missing a club, seeing an "old version," or your view changed unexpectedly

1. Email ensupport@enhancetech.io describing exactly what you see (e.g., "I only see Club A, but I also manage Club B") and which club(s) are missing.
2. Note when the change happened, if you know (e.g., "this started after a recent update") — this helps the data team investigate whether it's a configuration issue tied to your account.
3. Support will escalate this to the data team to correct your club assignment in Power BI/back office insights.

Option 3: Dashboard shows no data, or nothing loads at all

1. Confirm you can otherwise log in successfully (i.e., this isn't a login/credentials issue — see Options 4 and 5 below).
2. Email ensupport@enhancetech.io with:
3. A screenshot of what you see
4. The specific club/report affected
5. When you first noticed the issue
6. This requires investigation by the data team on the report/account side — there is no in-app fix to try first based on current ticket history.

Option 4: You get an AADSTS50020 error when signing in

This error means your email address hasn't been added as an external user in Enhance Tech's Power BI tenant yet.

1. Copy the full error message, including the Request Id and Correlation Id shown on screen.
2. Email ensupport@enhancetech.io with the full error text and the club(s) you need access to.
3. Support will have the data team add your account as an external user in the tenant. Once that's done, sign out completely and sign back in with the correct account.
4. If you have more than one email address, double check you're signing in with the one your Power BI access was set up under — the error can also appear if you're signing in with a personal or different work email than the one provisioned.

Option 5: You forgot your password or need a login reset

1. Email ensupport@enhancetech.io with the Power BI username/email the account was set up under (this is typically an @crunchpt.onmicrosoft.com-style address, not your personal work email).
2. Support will coordinate a password reset for that account.

Security note: Do not send passwords over email if you can avoid it — ask support for a secure reset link or a phone/verified-channel handoff instead. See Publishing Notes.

Option 6: Manager Suite report export or logging out to switch accounts

A few related requests in this category weren't about lost access but about using the reporting tools — e.g., exporting a report from Manager Suite, or logging out of the dashboard to sign back in with different credentials. If you need help with either of these, contact ensupport@enhancetech.io; the ticket history sampled for this article didn't include specific in-app steps for these actions, so support can confirm the current process.

Prevention

• When an employee changes roles, is assigned to a new or additional club, or transfers locations, notify support at the same time you update Manager Suite — Power BI access doesn't update automatically just because Manager Suite access changed.
• When an employee's last day is set, include the Power BI/dashboard access removal in your offboarding checklist and notify support proactively rather than after the fact.
• When requesting new access, provide the full club list up front (including clubs that haven't launched yet, if known) to avoid a follow-up ticket later.

Still Having Issues?

If you've submitted a request and haven't heard back, or your issue doesn't match any of the scenarios above, reply on your existing ticket or email ensupport@enhancetech.io with as much detail as possible (screenshots, exact error text, affected club names, and when the issue started).

Related Articles

• How to Request or Update Manager Suite Access (if available)
• Power BI/Dashboard Login and Password Basics (if available)