A user can't see the pinned collections on the homepage

💻 Environment/Context

• Collections
• Account types & permissions
• Users

❓ Issue/Question

• X is not seeing the collections that are pinned on his home page in ScorePlay
• Should all users see the same pinned collections?
• I'm missing the X collection on this account. I pinned it and it shows up on my Admin account, but not here anymore

👌 Resolution/Answer

• Pinned collections are the same for every user, but each user only sees the ones their Tag Access allows
• Check that the collection is pinned
  • Open the collection
  • Click the … (3 dots) at the top-right
  • If the menu shows Pin to Homepage, the collection isn't pinned. Select it to pin the collection for everyone
    • How can I pin a collection on my homepage? 
• Check the user's Tag Access
  • Check which tags are on the collection
  • Open the user's settings and check the Tag Access field
  • If it has tags but not the collection's tag, add the collection's tag
    • How does the "Tag Access" field in a user's settings work? 
  • Adding the tag gives the user access to all content with that tag, not only this collection
• If the collection is pinned and you still can't see it on the homepage, reach out to the ScorePlay Support team via Live Chat

🥚 Cause

• The user's Tag Access has tags, but not the tag on the pinned collection

🔖 Notes

• Only Admin accounts can pin or unpin collections
• You can't set different pinned collections per account type or per user
• What can I find on my home page? 
• Can pinned collections be manually rearranged on the Homepage? 
• User cannot see media because of tag restrictions