How do I handle orphaned user accounts?
Required Feature Flags
The following permissions are required to use this feature:
Required Permissions:
Manage Users (
admin.org.users.manage) — to edit users and reassign teams or reporting accessManage Reporting Structures (
admin.org.structure.manage) — to view and reactivate groups in the structure
An orphaned user is someone whose team or reporting access has been lost — usually because a team or group was deactivated without moving users first. They can still log in, but they may not be able to create interactions, run evaluations on themselves, or see the reports they expect.
This guide shows you how to spot orphaned users and put them back together.
What Counts as Orphaned
Orphaned agents: users with the Agent role but no team assignment, or whose team has been deactivated. They can't be linked to interactions properly.
Orphaned reporting users: users with a non-Agent role whose hierarchy reporting access points at a deactivated group, or has been cleared. They lose the data their role expects to see.
Orphaned custom group members: users whose only custom reporting group has been removed. Less critical if they still have hierarchy access.
Step 1: Find Orphaned Users
Go to User Management > Add & Edit Users.
In the user list, look for:
An empty Team column on a user with the Agent role
A team name that was recently deactivated
Users reporting that they can't see their team or expected reports
For a wider sweep, click Download user list. You'll get an email with a CSV when it's ready. Open it and filter by team to find users with no team assigned.
You can also check for recently deactivated groups under User Management > Structure. Click Show de-activated sub-groups and cross-reference with the user list.
Step 2: Confirm by Editing the User
Click the Actions menu on the user's row and select Edit User.
Check the relevant section depending on their role:
Agent Team Assignment — should show an active team
Hierarchy Reporting Access — should show an active group
Custom Reporting Group Access (under Advanced Settings) — verify any custom groups still exist
If any of these are empty or pointing at a deactivated group, the user is orphaned.
Step 3: Reassign
For an orphaned agent:
Open the user as above.
In Agent Team Assignment, pick an active team from the dropdown.
Click Update User.
For an orphaned reporting user:
Open the user.
In Hierarchy Reporting Access, pick the appropriate group. Access cascades down to children, so pick the highest level they need.
Click Update User.
If the team or group is deactivated and shouldn't be, you can reactivate it instead. Go to User Management > Structure, click Show de-activated sub-groups, find the group, and click Re-Activate. Reactivate parent groups before children.
Step 4: Bulk Reassignment
If a deactivated team has left a lot of agents stranded, the fastest fix is bulk upload:
Click Download user list and wait for the CSV.
Update the team column for affected users.
Re-upload via Bulk Upload to update them all at once.
See the bulk upload guide for the CSV format.
Preventing Orphaned Users
Before deactivating a team, click the Actions menu next to it and select View Agents in Team. If anyone is assigned, move them to another active team first. Only deactivate the team once it's empty.
When you restructure:
Build the new groups first.
Move users across.
Verify everyone has a valid assignment.
Then deactivate the old groups.
Troubleshooting
Can't pick a team in the dropdown — the team is probably deactivated. Reactivate it from Structure, or pick a different active team.
User still reports issues after reassignment — ask them to log out and back in. Browser sessions can hold onto stale data.
Orphaning keeps recurring — if SCIM is provisioning users with team mappings that don't exist in evaluagent, fix the mapping in your identity provider. Test with a small batch before re-running.