Hi @granous,
This could be the issue:
Why can't my User see any of the computers I have assigned to them?
Your users may complain that they can't see the correct computers in your account.
This happens when they are using their own Account Holder profile rather than the User profile that gives them access to your account.
Ask your user to log in to their account and select the proper user profile from menu in the top-right of Pro.
Their user profile should be similar to this:
User of [your "Company Name"]
Glenn is a member of the GoTo Community Care Team.
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