> For the complete documentation index, see [llms.txt](https://help.getmobly.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.getmobly.com/help-center/account-and-team/what-happens-when-a-user-is-disabled.md). # What happens when a user is disabled When someone leaves your team or changes roles, you disable their Mobly account. This article covers what happens to the user, their leads, and their event assignments. > "Disabling" is the term in the Hub UI. Behind the scenes it's a **soft delete** — the user's data is preserved and the account can be reactivated later. > Looking to remove someone from **just one event** without disabling their account? See [How to remove a user from an event](/help-center/the-hub/managing-events/how-to-remove-a-user-from-an-event.md). Disable is the right action for someone leaving the org; Remove-from-event is right for a one-off scoped change. ## What happens immediately when you disable a user * **They can't log in.** Both email/password and SSO sign-in are blocked. Active sessions remain logged in until they sign out or their session expires, but no new sign-ins succeed. * **They're removed from future events.** Any upcoming event assignments are cleared so they no longer show up in event rosters or have access to scan. * **Past event assignments are preserved.** Historical data — who scanned what, when — stays intact for reporting. ## What stays the same * **Leads they captured remain in Mobly.** The leads are not deleted. They keep their qualifier values, notes, and any sync state to your CRM. * **The leads stay attached to the disabled user as the "captured by" reference.** You can still see who scanned what for any past event. * **Activity history (notes, calls, emails the user logged) stays in place.** The Mobly side keeps the full audit trail; CRM-side records that were already synced stay where they are. * **Sequences and other org-wide settings keep running.** Disabling a user doesn't affect sequences, integrations, or event configurations. ## Reactivating a disabled user If someone returns or you disabled the wrong account by mistake: 1. Go to **Users** in the Hub. 2. Filter or scroll to find the disabled user. 3. Click into them and use the **Reactivate** action. Their login is re-enabled. Future event assignments need to be re-added — disabling cleared those, and reactivating doesn't restore them. ## When you really want to remove a user entirely There is no "hard delete" self-serve option in the Hub. If a user needs to be permanently removed (compliance, data minimization, etc.), contact your CSM with the request and they'll work with Mobly's team to handle it. ## Things to consider before disabling A short pre-flight checklist: * **Reassign their events.** If they own future events, make sure another user is assigned so the booth team isn't locked out on event day. * **Reassign sequences that use them as a sender.** If a Pulse sequence has a step set to send from this user, those sends will fail after disable. See the Sequence sender setting in [Setting Up a Pulse Sequence](/help-center/pulse/setting-up-a-pulse-sequence.md). * **Check CRM owner mappings.** If you have a CRM rule that maps Mobly leads to a CRM owner based on the captured-by user, disabling won't break sync, but new leads going forward shouldn't be assigned to the disabled user. ## Related articles * [User roles in Mobly](/help-center/account-and-team/user-roles.md) * [How to add users](/help-center/account-and-team/how-to-add-users.md) * [How to assign users to an event](/help-center/the-hub/managing-events/how-to-assign-users-to-an-event.md) * [How to remove a user from an event](/help-center/the-hub/managing-events/how-to-remove-a-user-from-an-event.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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