Improve role change transparency: user notifications, permission-aware error messaging, and UI access control
Currently, PandaDoc does not notify users when an admin changes their account role (e.g., from Member to Collaborator). Users only discover the change when they attempt to perform an action their new role no longer permits. Compounding this, users with restricted roles such as Collaborator still see action buttons like "Create New" in the UI, but clicking them returns a generic error message ("Sorry, we're having a little trouble. Please reload the page or contact our Support team.") rather than a clear, role-specific explanation.
his combination creates a frustrating and confusing experience, as users have no way of knowing their role changed, no clear indication of what they can and cannot do, and no actionable guidance when they hit a permission wall.
Requested improvements:
1. Send an automated email notification to a user when their account role is changed by an admin, including their previous role, their new role, and who made the change.
Remove action buttons that are inaccessible to the user's current role from the UI entirely. For example, Collaborator-role users should not see the "Create New" button, as they do not have permission to create or upload documents.
Where complete removal is not feasible, replace the current generic error with a role-aware message such as: "Your current role does not allow you to create documents. Please contact your administrator to update your permissions."
Expected impact:
Reduced confusion for end users, fewer support escalations around permission-related issues, and a more transparent, intuitive, and seamless product experience overall.
Doug Dropinski
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