A user's email address is a unique identifier across the whole of Matrix Booking, so it can only exist in one organisation at a time. To move a user, their current organisation changes their email address. That frees up the original address, and the new organisation can then add the user.
This applies to deactivated users too. A deactivated user still holds their email address, so it must be changed before the new organisation can use it.
The two organisations don't need the same setup. One may use SSO, Microsoft Entra ID or SCIM while the other adds users manually, or the other way round. Administrators can contact each other directly, and you don't need to raise a support ticket.
Example: Jane Doe is moving from Organisation A to Organisation B.
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Organisation A changes her email from jane.doe@example.com to jane.doe.old@example.com.
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Organisation B can then add her using jane.doe@example.com.
Step 1: Current organisation frees up the email address
Matrix Booking administrator
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Select Admin, then Users under Security & Integrations.
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Search for the user by name and select them. If the user is deactivated, open the Deactivated Users screen instead.
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Change their email address, for example to jane.doe.old@example.com.
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Select Save.
If your organisation doesn't use SSO, Entra ID or SCIM, that's all you need to do. We would now recommend deactivating this user.
If your organisation uses SSO, Entra ID or SCIM
There is a limited window to complete the move. Changing the email address doesn't remove the user from your directory syncing group, so at the next sync your directory recreates them in your organisation with their original email address. That takes the address back before the new organisation can use it. The new organisation needs to add the user before this happens (see Step 2).
For SSO and Entra ID, the sync usually runs at 4:00 AM the next day. For SCIM, it usually runs every 20 minutes, so the window can be very short.
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Deactivate the user in Matrix Booking (if already deactivated, restore and re deactivate, this removes the SSO association)
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Change the user's email address
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Tell the new organisation's administrator straight away, so they can add the user before the next sync.
If your directory does recreate the user before the new organisation has added them, you need to repeat the steps above.
Step 2: New organisation adds the user
Once the email address has been changed, the user can be added to the new organisation. Use whichever method matches how your organisation manages users. If the current organisation uses SSO, Entra ID or SCIM, act quickly, because the address is only free until their next sync.
Manually (no SSO, Entra ID or SCIM)
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Open the Users screen and select New User.
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Enter the user's original email address. Their first and last names fill in automatically, so correct them if they're wrong.
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Enter a password twice.
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Add any additional information.
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Select Save.
Through directory sync (SSO, Entra ID or SCIM)
Once the current organisation has freed up the email address, a Matrix Booking administrator in your organisation can run a manual sync from the web application to add the user.
If the user isn't added by the manual sync, add them manually using the steps above and let your IT team know, so they can add the user to the directory syncing group.
Adding them manually claims the email address straight away, so the user can't be created again in the current organisation while the request to your IT team is in progress.
Don't leave it to chance. If the current organisation uses SSO, Entra ID or SCIM and the user isn't added to your system before that organisation's next sync, the user is added back into the current organisation and the email address is taken again. For SSO and Entra ID, their sync usually runs at 4:00 AM the next day. For SCIM, it usually runs every 20 minutes. If this happens, the current organisation needs to repeat Step 1.
If the user's email address has been updated in the current organisation and their account has been created in yours, but they still can't log in, raise a support ticket.
Move a user back
The same rule applies in reverse. The organisation the user is leaving changes their email address first, then the organisation they're returning to adds them.