Role: Company Admin
Plan: All plans
Prerequisites
You are logged in as a Company Admin
You have already deactivated the user in SalesScreen
You know, or can find out, whether the user comes from an integration
Why this happens
If a user reappears as active after deactivation, an automated user source is almost always putting them back. The most common causes are:
Azure AD automatic import re-adds the user on the next sync
A CRM or API user sync re-creates or re-enables the user automatically
Understand the difference between a manually created user and a synced user. A manually created user stays deactivated. A synced user is controlled by the source system, so deactivating them only in SalesScreen is temporary.
Step-by-step: stop the user from coming back
Step 1 – Confirm whether the user is synced. Open the user's profile and check whether they originate from an integration. If they do, changes must also be made in the source.
Step 2 – Remove the user at the source. Remove them from the source system or from the sync group that feeds SalesScreen (for example the Azure group or the CRM user list). If they remain in scope, they will return on the next sync.
Step 3 – Use Azure "Automatically disable users" if applicable. In Azure AD, this setting can ensure users removed from the source are also disabled in SalesScreen instead of lingering or reappearing.
Step 4 – Wait for the next sync and verify. After removing the user at the source, wait for the next sync and confirm the user stays deactivated.
What if this doesn't work?
The user still returns after being removed from the source. The integration setup may need review. Support can check how the sync is scoped and whether the user is still included.
You are unsure whether the user is synced or manual. Check the profile first. If it is unclear, Support can confirm from the external ID and source.
Still stuck? Contact SalesScreen Support and include the user, the source system, the sync group, the time the user reappeared, and the external ID.