---
title: "Roles and what you can see - NexPay"
description: "Why NexPay shows different things to different people — agents, schools, families, and admins — and what to do if a feature you need is missing."
lastModified: "2026-06-02"
lang: "en"
url: https://nexpay.com.au/training/getting-started/roles-and-what-you-can-see
---
## Site navigation

- For businesses
  - [For ed. agents](/for-education-agents.md)
  - [For schools & colleges](/for-schools.md)
  - [For universities](/for-universities.md)
  - [For accommodation](/for-accommodation.md)
  - [Why NexPay?](/about.md)
  - [Pricing](/pricing.md)
  - [AI automation](/payments-ai-automation.md)
- [For students & parents](/for-students-and-parents.md)
- Help & resources
  - [Training](/training.md)
  - [Blog](/blog.md)
  - [Events](/events.md)
  - [Zapier integration](/zapier.md)
  - [Claude & ChatGPT](/mcp.md) — Claude & ChatGPT integration
- [Contact](/contact-us.md)
- [Login](https://portal.nexpay.com.au/login)

# Roles and what you can see - NexPay

## At a glance

- **Intended for:** New users — all roles
- **Reading time:** 4 minutes
- **Last updated:** 1st June 2026

**TL;DR:** NexPay tailors what you see to your role. Agents and schools see payments, recipients, commissions, and settlements. Families paying their own fees see a simpler view focused on the payment. Admins and managers also manage the organisation, team, and API keys. If a feature is greyed out or missing, it's a deliberate access setting — either ask your admin or contact us to have it switched on.

{/* Body content for roles and permissions */}

## Why your NexPay doesn't look like everyone else's

If you've ever compared screens with a colleague and noticed they have menu items you don't, you haven't done anything wrong. NexPay deliberately shows each person only the parts of the platform that match their role. It keeps your dashboard focused on what you actually do, instead of burying you in tools you'll never touch.

This article explains the broad strokes — who sees what, and crucially, what to do when something you need isn't there.

> **For admins and managers:** You control a lot of this. The section on managing access and the team management guide explain how to grant and revoke what your colleagues can do.

## The main roles

NexPay is used by a few distinct kinds of people, and the platform shapes itself around each:

**Agents** are the education agents and agencies who help students find and pay for their studies. They get the full toolkit — creating payments, managing payers, students and recipients, payment links, and commissions on the payments they process.

**Schools and providers** are the institutions receiving tuition. Their focus is the receiving end — seeing payments come in, managing the recipients and documents involved, and viewing settlements (the money that lands with them).

**Students and families** are the people actually paying. Their view is intentionally the simplest: make a payment, track it, and not much else. No recipient lists, no team management — just the payment and its progress.

**Admins and managers** sit across any of the above. On top of their regular role, they manage the organisation's details, invite and manage team members, and create API keys.

Most organisations are a mix. A single agency might have an admin who manages everything, a few managers, and several regular users who just create payments day to day.

## What each role tends to see

Rather than memorise a table, it helps to think in terms of *what a role needs*:

- Everyone who transacts can **create and track payments**.
- People who manage relationships see **Students**, **Payers**, and **Recipients** — these are staff tools, hidden from families paying their own fees.
- People who earn money through NexPay see **Commissions** (agents and schools) and **Settlements** (schools and agents with a linked organisation).
- People who run the organisation see **Employees**, **Reports**, and the organisation parts of **Settings**.
- Everyone has a **Profile**, and everyone can reach **Payment Status** and **API Keys**.

> **Worth knowing:** Some abilities are even more specific. For example, payment links and partner payment requests are staff features, not available to students. And some organisations are set up for company payments only, or individual payments only — which changes the payment options you'll see in the wizard.

## When a feature is missing or locked

This is the practical part. If you go looking for something and it's either not in your menu or visible but greyed out, here's what's happening and what to do.

**It's not in your menu at all.** The feature isn't part of your role. This is normal — for instance, a family won't see Recipients or Employees. If you believe you should have it, the fix is to have your access changed (see below).

**It's visible but locked.** When you click a locked feature, NexPay shows a short message explaining why. The message points you to the right next step:

- **"Contact us"** — the feature is controlled at the organisation level and we enable it from our side. Reach out and we'll sort it.
- **"Ask your admin"** — someone in your own organisation can grant this. Speak to whoever manages your NexPay account.

Either way, you're never expected to find a workaround. A locked feature is a setting, and settings can be changed.

> **For agents and schools:** If a whole capability like commissions or company payments seems switched off, that's almost always an organisation-level setting rather than a personal one. A quick message to the support team is the fastest route.

## How access gets decided

Two layers stack together. First, NexPay sets what your organisation as a whole is allowed to do, based on your agreement with us and your verification status. Second, within that, your organisation's managers decide what each individual team member can do — for example, granting someone the ability to create company payments or to split and batch payments.

So if you're wondering "who do I ask?", the answer depends on the layer: organisation-wide things come to us; per-person things go to your manager.

## Your next step

- **Need a feature switched on?** If you saw "Contact us," reach the support team. If you saw "Ask your admin," speak to your organisation's manager.
- **You're the admin who grants access?** Read [managing your team](/training/team-and-account/managing-your-team.md) to see how to invite people and set their permissions.
- **Want to see what's actually available to you?** Take the [dashboard tour](/training/getting-started/platform-overview.md) and explore your menu.

## Checkpoint

After reading this, you should be able to:

- Explain why your dashboard differs from a colleague's
- Recognise the broad roles — agent, school, family, admin/manager — and what each focuses on
- Tell the difference between a feature that's hidden (not in your role) and one that's locked (visible but greyed out)
- Know whether to "Contact us" or "Ask your admin" when you need access to something
- Understand that access comes from two layers: your organisation's settings and your personal permissions

## Frequently asked questions

### A button I need is greyed out. What do I do?

A locked feature means your account or organisation doesn't currently have access to it. Click it and you'll usually see a short explanation. Depending on the reason, the next step is either "Contact us" (we enable it from our side) or "Ask your admin" (someone in your organisation can grant it). It's never a bug you need to work around — it's an access setting.

### Why does my colleague see Commissions and I don't?

Commissions appear only for roles that earn them — typically agents and schools — and only when your organisation has that turned on. If your colleague is set up as a manager or has commission access and you aren't, your menus will differ. Your admin can adjust this, or we can.

### I'm a parent paying my child's tuition. Why is my view so simple?

That's by design. Families paying their own fees don't need recipient lists, team management, or commission tools, so we hide them to keep things clear. You get a focused view built around making the payment and tracking it. If you genuinely need something more, just ask.

### What's the difference between an admin, a manager, and a regular user?

Broadly — a regular user can do the day-to-day work their role allows (creating payments, managing records). A manager can additionally manage the team and organisation settings, and grant certain permissions to others. "Admin" is the most senior, with full access to organisation settings. Exact capabilities depend on how your organisation is configured.

### Can my colleagues see the payments I create, or just me?

Your organisation's data is shared across the team, not split per person. Payments, payers, and students are visible organisation-wide, so any of your colleagues with access can see and pick up a payment — useful when someone is away. Individual permissions control what each person can do (like creating company payments), but they don't carve the data into private silos.

### How do I let a colleague see Settlements?

Settlements access isn't a per-person toggle like the others. It's available to management users of an agent or provider organisation — so it depends on the person being a manager and on your organisation type, rather than on a switch you flip for them individually. If a colleague needs it and doesn't have it, that's a setup question for your admin or the support team.

### Can my permissions change over time?

Yes. New accounts sometimes start with a narrower set of features that get enabled as you're verified, and your admin can grant or revoke permissions at any time. If something appears or disappears from your menu, that's usually why.

### Who decides what I can access?

Two layers. NexPay sets what your organisation as a whole can do (based on your agreement and verification status). Within that, your organisation's managers decide what each individual team member can do. So access is a combination of both.

## More on NexPay

**Platform**

- [For students & parents](/for-students-and-parents.md)
- [For ed. agents](/for-education-agents.md)
- [For universities](/for-universities.md)
- [For schools](/for-schools.md)
- [For accommodation](/for-accommodation.md)
- [AI automation](/payments-ai-automation.md)
- [Pricing](/pricing.md)

**Help & resources**

- [Training](/training.md)
- [Contact](/contact-us.md)
- [Developers](/api.md)
- [Zapier integration](/zapier.md)
- [Claude & ChatGPT](/mcp.md) — Claude & ChatGPT integration

**Company**

- [About](/about.md) — About NexPay
- [Jobs](/about.md#jobs)
- [Blog](/blog.md)
- [Media](/media.md)
- [Events](/events.md)

**Trust & locations**

- [Trust & Regulatory](/trust.md)
- [Our offices](/locations.md)

**Legal**

- [Terms and Conditions](/terms-and-conditions/)
- [Privacy policy](/privacy-policy/)
- [Cookie Policy](/cookie-policy/)
- [Complaints Policy](/complaints-policy/)
- [Financial Services Guide](/financial-services-guide/)
- [Product Disclosure Statement](/product-disclosure-statement/)
- [AML Policy](/aml-policy/)
- [Target Market Determination](/target-market-determination/)
- [Group Regulatory Disclosure](/group-regulatory-disclosure/)
- [Fees & FX Schedule](/fees-and-fx/)
- [Developer & API Terms](/developer-terms/)

## NexPay

NexPay Pty Ltd (ABN 56 153 910 984) holds Australian Financial Services Licence No. 560782 and is authorised to provide non-cash payment services to retail and wholesale clients in Australia.

- **Address:** Level 12, 64 York St, Sydney NSW 2000, Australia
- **Support:** [support@nexpay.com.au](mailto:support@nexpay.com.au)
- **Status:** [https://nexpay1.statuspage.io/](https://nexpay1.statuspage.io/)

**Follow NexPay**

- [LinkedIn](https://au.linkedin.com/company/nexpay)
- [Instagram](https://www.instagram.com/nexpayau/)
- [Facebook](https://www.facebook.com/NexPayAU)

© NexPay Pty Ltd