How to Troubleshoot a Missing ‘Eye’ Icon When Viewing Credentials

Overview

To protect your security, Kintsugi hides sensitive state tax credentials behind an "eye" icon. Clicking this icon lets users view login credentials for various state agencies (e.g., the New York Department of Taxation and Finance).

If the icon is missing when viewing credentials, it is typically due to user permission levels or localized browser settings.

Potential Causes

If the icon is not visible, it is likely due to one of the following:

• Permissions Issue: Access to sensitive credentials is restricted to specific roles, such as Admin or Owner.

• Cache and Cookies: Old data stored in your browser can occasionally interfere with how icons and buttons are rendered on the page.

• Browser Extensions: Certain ad-blockers or security extensions may incorrectly flag the reveal icon as a security risk and hide it.

Troubleshooting Steps

If you cannot see the "eye" icon, please try these steps in order:

1. Verify Your Permissions

Confirm with your account Admin or Owner that you have the necessary access level. If your role is set to "Member" or "Viewer," you may not have the authority to reveal sensitive login credentials.

2. Clear Browser Cache and Cookies

Temporary glitches often occur due to cached data.

• Clear your browser's cache and cookies.

• Log out of Kintsugi, then log back in to see if the icon reappears.

3. Test in Incognito Mode

Open Kintsugi in an Incognito or Private browsing window. If the icon appears here, it indicates that a browser extension or specific setting in your main window is blocking the feature.

4. Try a Different Browser

If the issue persists, try accessing the credentials using a different browser (e.g., switching from Chrome to Firefox or Edge) to rule out browser-specific compatibility issues.

When to Contact Support

If you have verified your Admin permissions and cleared your cache, but the icon is still missing, it may require further investigation from our technical team.

From our side, the system is monitored to ensure these features display correctly. If it remains hidden for you, please reach out to us:

• Chat: Click the chat bubble in the bottom right corner of the app.

• Email: Contact us at support@trykintsugi.com.

Pro-Tip: When contacting support, please include a screenshot of the page where the icon is missing and mention which browser you are using. This helps our team resolve the issue faster.

Need Help?

For further concerns, we're always here to help. Click the chat bubble in the bottom-right corner to speak with our support team.