The modal opens but the template dropdown is empty

End-user opens a record, clicks the Templ8r ribbon, modal opens — but the template dropdown has no entries. There are three likely causes, in order of how often we see them in support.

1. No published templates for this entity

The modal only lists templates whose entity matches the current record's entity AND whose status is published. Drafts and archived templates never show up.

Check

1. Open app.templ8r.co.uk/templates.
2. Filter by the entity (e.g. salesorder) and status Published.
3. If the list is empty, that's why. Upload a template, bind it, click Publish.
4. If templates are listed but only as Draft, click Publish on the one you want available.

2. Templates are role-restricted, user lacks the role

Each template can carry a role allow-list. Users only see templates whose allow-list contains at least one of their Dataverse roles, OR whose allow-list is empty (which means visible to all).

Check

1. In the portal, open the template that should be visible.
2. Go to the Roles tab.
3. If the list is non-empty, confirm the user has at least one of those roles assigned in your Dataverse.
4. To test: log in as a user known to be in that role and re-try the modal.

3. The user isn't recognised by Dataverse

Rare. The Templ8r app uses delegated identity to look up the calling user's roles. If the user's account was deactivated or they belong to a different business unit than the role they need, the template list may be empty even though templates exist.

Check

• In the portal Tenant settings, your account email should appear in recent generations as recognised.
• If not, ask your D365 admin to confirm the user's account is enabled and they have the role assigned.

None of the above

Capture the user's systemuserid, the entity name, and a tenant snapshot from the portal. Email support@templ8r.co.uk — we can see the full picture from our side in seconds.