Users rarely know why something is missing. The admin team checks two things: which entities can they access, and what does their role allow?
Check their entity access
Open the organization menu, select Organization settings, then Users, and find the user.
The Entities and Business units columns show their entity access. If the entity isn't in it, the user can't see it anywhere in Loctax, not in Entities and not in search.
Check their role
The Role column shows their role. To see what it allows, open User roles and select View role.
For each type of data, it shows whether users can view it, edit it or both. If a role can only view tax data, the edit icon is missing for that user.
Fix it
Open the row menu and select Edit permissions. Add the entity, or choose a role that allows editing. Changes apply straight away. Ask the user for the exact entity or record, and whether they need to view or edit it, so you give no more access than needed.