Troubleshoot Matomo account access and user permissions

Matomo offers different user roles with varying levels of access. If you’re unable to log into Matomo, can’t access certain features, or see unexpected permission errors, you may be experiencing issues with your account role or user configuration.

This guide addresses common questions and provides clear steps to help you resolve and manage account access and user permissions.

How can I restore Superuser access to my Matomo account?

Superuser access may be lost due to organisational changes, account deletion, or if the only Superuser no longer has access to their email.

MATOMO ON-PREMISE

Follow the steps in this guide to reset the Superuser in the database.

MATOMO CLOUD

If no one in your organisation has Superuser access to your organisation’s Matomo Cloud account, you will need to contact Matomo Support from a verified company domain.

  1. Provide the name of your Matomo Cloud instance (e.g. yourdomain.matomo.cloud).
  2. Include the email address of the user who should be granted Superuser access.
  3. Briefly explain the situation, such as loss of access or organisational changes.

The support team will verify your request and assist with restoring access.

I cannot access my Matomo account

If you can no longer access your Matomo account and you’re not a Superuser, your access may have been temporarily blocked, removed or changed. Note that only Superusers can manage users and assign permissions.

Temporary account block

When you enter the wrong login credentials too many times, Matomo will temporarily block further login attempts from your IP address. This is a security measure to prevent brute-force attacks.

The block is IP-based, not account-based, and it expires automatically after 12 to 24 hours. If you need immediate access, try logging in from a different network or contact your administrator to check for any security settings that might be affecting your login attempts.

Permissions or account removed

Contact the Matomo Superuser in your organisation to check your user account and permissions in Matomo settings Settings Cog Icon > System > Users.

In case your account was deleted, Superusers can set up a new one with the same email and assign the appropriate access.

If you’re not sure who the Superuser is, reach out to your internal IT team. For Matomo Cloud accounts where no one has Superuser access, contact Matomo Support with your site details for assistance.

Why can’t I manage websites, users, or settings in Matomo?

If certain menus, reports, or settings are missing when you log in to Matomo, it’s likely due to your user permissions. Only users with specific roles, such as the Superuser can access advanced features like managing websites, users and global settings.

  • Admin: Manages settings for specific websites, and update and add users. By default, Admin users are restricted from modifying global settings, and Superuser and anonymous access, and they do not automatically get access to Billing.
  • Write: Manages measurables and reporting and premium features. Users cannot make any changes to Matomo settings and user management access is restricted.
  • View: Allows read-only access to reports and edit access to personal settings. Users cannot make any changes to reports or Matomo settings and user management access is restricted.
  • Anonymous: For visitors who have a link to view public reports without logging in.
  • Billing Owner: In Matomo Cloud, the Billing Owner manages subscription and payment details but does not necessarily have access to Matomo’s analytics interface unless assigned separately.

Contact the Matomo Superuser in your organisation to check your user account and permissions in Matomo settings Settings Cog Icon > System > Users.

How can I transfer Superuser rights?

Superusers have full administrative control over a Matomo account, including access to all settings, users, and data. Learn more about how Superusers can manage all Matomo users.

If you need to transfer Superuser permissions, for example, due to a role change, staff departure, or organisational restructure, you can do this by assigning Superuser access to another user, and optionally removing it from the current one.

  1. Matomo settings Settings Cog Icon > System > Users.
  2. Click the edit icon next to the user’s name who will get new Superuser access assigned.
  3. Open the Superuser Access page.
  4. Read the potential risks before ticking the checkbox, Has Superuser Access. This will grant Superuser permissions.
    grant superuser access in matomo

Can I create custom roles or permission levels?

No, Matomo does not currently support custom roles or permission levels. User permissions are limited to predefined roles: View, Write, Superuser, and Tag Manager. Each role has specific access rights, and these cannot be modified or extended beyond the default options. Learn more about managing Tag Manager user roles and Matomo user roles.

Are there audit logs to see which users made changes?

Yes, Matomo offers an Activity Audit Log feature that records actions performed by users, such as changes to settings, user management, and configuration updates. You can view who made each change, when it occurred, and what action was taken. This helps with accountability and tracking user activity within your Matomo instance.

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