Adding super administrator permissions?

Question

We're having an issue with the permissions on our Instructor role, which is preventing them from being included on emails being sent out to Learners. It looks like as an Administrator I can't edit permissions on roles and only Super Administrators can do that — but it appears there are no Super Administrator users in our organization, so I'm not sure how it's possible for us to fix this. (I contacted support and they told me they can't do anything to help since we don't have an End User License Agreement). Any guidance would be helpful!

Furkan.K.312 · Answer

Thank you for the additional details.

Based on the error message — "Cannot be sent (no internal permissions)" — the issue may be related to a missing or restricted permission within the Instructor role for internal messaging or email distribution. However, since you cannot access the Super Administrator role, this limits your ability to verify or modify role-level permissions directly.

Recommendation:

If you haven’t already, please open a formal support case with D2L so that we can investigate and validate:

* Which permission is preventing emails from reaching Instructor accounts?
* Whether a Super Administrator exists in your instance and how to proceed with the required changes.

If you’ve already opened a case, could you please share the case number with us? That will help us track and assist you more effectively.

Thank you.

Dee.W.7596 · Answer

The Super Administrator role doesn't appear in the dropdown for me. I'm an Administrator.

I don't know what specific permission needs to be changed — when we attempt to send emails from the class list within D2L, it sends to Learners but gives an error "Cannot be sent (no internal permissions)" for Instructors. The email permissions appear to be the same for both roles so I'm not sure what settings are involved.

Jerome.N.9145 · Answer

Thank you @Dee.W.7596 for posting in the Community.

May we know which permission you are trying to add to your Instructor role? Every environment has its own Super Administrator. If you want to check which users have this role, you can do so in the Users tool. Click 'Show Search Options', then filter the role to Super Administrator.

Thank you