User cannot see media because of tag restrictions

💻 Environment/Context

• Users
• Media access
• Tags

❓ Issue/Question

• How to check the tag restrictions of the user?
• What to do when the user cannot see media because of the tag restrictions?
• How do I check the tag restrictions on a user's account?
• You see This media is no longer available. It may have been recently deleted and will disappear from your library shortly. on a media you expect to see

👌 Resolution/Answer

• Open the user's settings
  • Go to Configure > Users
  • Search for the user
  • Click Edit
    
• Review the Tag access field
  • Tag access is an allowlist: if it has tags, the user only sees media with at least one of these tags
    • How does the "Tag Access" field in a user's settings work?
  • For broader access, add tags to the field or clear it
• Review the Exclude tags field
  • Exclude tags is a denylist: if it has tags, the user can't see media with any of these tags
    • How does the "Exclude Tags" field in a user's settings work?
  • To give access, remove the relevant tags from the field
• If you can't edit users
  • Please contact your platform administrator to request that Users > Can edit users permissions be enabled for your account
  • If you're unsure who your platform administrator is, please reach out to the ScorePlay Support team via Live Chat, and we'll help you identify the right contact

🔖 Notes

• If both Tag access and Exclude tags are empty, the user has access to all media
• If the user belongs to an external group, the tags inherited from the group also appear in these fields
• If no tags appear, the user either has access to all media or belongs to an external group with Advanced Distribution Rules
• User can't see media
• How to check external group tag access?
• How to Manage Content Access for External Groups?