Reinstating Suspended Users and Restoring Deleted Users

Summary This article explains the processes confirmed for reinstating suspended users and for restoring deleted users back to suspended status.

Reinstating Suspended Users

• Administrators or delegated users can reinstate suspended users (reinstatement was performed for suspended accounts).
• If you are unable to reinstate a suspended user, contact support and request assistance — the support team can investigate and perform reinstatements when required.

Process (suspended → active)

1. Attempt to reinstate the suspended user through the application’s suspend/reinstate controls.
2. If reinstatement succeeds, verify the user receives messages and has the expected access.
3. If reinstatement fails or you cannot replicate the expected controls, open a support request and provide:
   • The affected user(s) and their status
   • A brief description of the issue and any error messages
4. Support will investigate and can reinstate users on your behalf.

Restoring Deleted Users to Suspended

• Movement of users from Deleted back to Suspended can only be completed by the support team.
• Support can perform the restoration and set the user status to Suspended when deletion occurred in error.

Process (deleted → suspended)

1. If a user was deleted in error and needs to be returned to Suspended status, open a support request.
2. Provide the names (or identifying details) of the deleted users and request restoration to Suspended.
3. Support will complete the movement and confirm once users are back in Suspended status.

Troubleshooting and Support Guidance

• If some suspended users can be reinstated and others cannot, submit a support ticket listing all affected users so support can investigate and take corrective action.
• For deleted users that require reversal, include the user identifiers in your request so support can restore their status to Suspended.

Conclusion

• Reinstating suspended users can be done through the application controls, with support available to investigate and assist when reinstatement fails.
• Restoring deleted users to Suspended status must be performed by the support team; submit a request with the deleted users’ details to have them moved back to Suspended.