There are several factors that can affect your access to a New Relic feature, or New Relic data.
User permissions
User-related settings can impact what features or data you have access to. If you think your user permissions are preventing you from accessing something, talk to your New Relic administrators.
Potential factors that can affect access include:
- Your user type (basic, core, or full platform). In most cases, features that are off-limits due to user type present a UI message.
- Your assigned roles. How your user roles and permissions work depends on which user model you're on:
- New Relic One user model: learn about how access grants give users access to roles and accounts.
- Original user model: learn about roles and about account access.
- Too many simultaneous logins. A New Relic user can have a maximum of either three concurrent active sessions, or three unique IP addresses in use at any given time.
Account access
If you're logged in but can't find an expected account or UI page, it may be because you're in the wrong account in your organization. Some tips to troubleshoot this:
- If your organization has multiple accounts and you have access to those accounts, you can switch to another account by going to the account switcher at the top left of most UI pages.
- If you check the account switcher and can't see the account you're looking for, it may be for one of these reasons:
- You may need to be added to that account. How you do this will depend on your user model: New Relic One user model | Original user model.
- You may have more than one New Relic login associated with the same email address. If you think this may be the case, log out and log back in. When you input your email address, the login UI displays a note if it detects multiple user records and gives you an option for verifying your email to see all available accounts. Other details about multiple logins:
- To see all your available login options the next time you log in, select Remember me when logging in.
- If one of your login options reads "Original account", that means it's a user record on our original user model.
- For more information, see this Explorers Hub post about multiple accounts.
Related docs:
Entity not found
Sometimes you may have a link to a New Relic UI page that results in a message like "The entity you’re looking for either doesn’t exist or isn’t associated with your account." This may be for one of a few reasons:
- The entity associated with that New Relic view is no longer being monitored.
- You don't have permission to see that UI page (for example, due to not being assigned to that account).
Billing-related factors
We have two pricing models available, and this can impact feature availability. Pricing plans:
- Our New Relic One pricing model: This newer pricing model gives users broad cross-platform access. For this pricing model, the main factors affecting access are your organization's edition and a user's permissions.
- Our original product-based pricing model: This plan separates our offerings by product. If you’re on this plan, access to some features may depend on the products you pay for.
We also have several pricing editions: Standard, Pro, and Enterprise.
Learn more about our pricing models.
Data retention
Different types of New Relic data have different data retention periods. Once data has passed a given data retention point, it may be deleted or be aggregated for longer term storage. For details, see Data retention.