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. 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:
Go to Users in the Hub.
Filter or scroll to find the disabled user.
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.
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.
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