Problem Statement:
One of the admin users is not visible in the account.
Root Cause Analysis (RCA):
Upon investigation, the user is not visible in the account. When attempting to create a new user with the same email ID, the system throws an error stating: “Email ID already exists in the account.”
This issue occurs because:
-
The user was previously selected for Service Cloud enablement and was converted to a Hybrid user.
-
Now that Service Cloud is disabled, the Hybrid user type is also deactivated.
After the Service Cloud was disabled:
-
The Hybrid user could no longer log in and received the error: “Access denied. You don’t have permission.”
-
The user no longer appears in the user list within the account, including under “Support Access.”
-
However, if the user is able to log in, they can still view all other users in the account.
-
Corrective Action:
Please reach out to the Billing Team and request the following:
-
Temporarily enable Service Cloud (if it is currently disabled).
-
Remove the user from Service Cloud (i.e., unassign them as a Hybrid user).
-
Once the user is removed, you can then disable Service Cloud again if it is not required.
After this, the user will be able to log in again and will be visible in the account.
