There are two key reasons this might occur – because the member you want to add a role to does not have other active roles currently, or they are not in your hierarchy. If either of these is the case please use the ‘Add Adult’ option, which will find the member in Compass as a duplicate and allow you to add a role to them. When using the ‘Add Adult’ option you will need to know the information that the member currently has on their Compass profile, which they should be able to give you. More information on adding roles can be found here.
New members who have not held roles in Scouting before will always need to be added via the ‘Add Adult’ function and guidance on this can be found here.