Problem / Question
My user account keeps being deactivated.
An employee’s account keeps being disabled. What can I do?
Cause
Note: this is only applicable to customers using Microsoft Entra ID (formerly Azure Active Directory) synchronisation.
There are two reasons for this:
-
Your Entra ID sync has user accounts that are marked for deactivation.
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Your Entra ID sync is not linked to your whole directory and you have groups.
Solutions
If you have switched on Entra ID sync, the user account is likely marked for deactivation in your AD. When Matrix Booking synchronises with your AD everyday at around 4am, it will sync only the user accounts that are active in your AD.
Contact your IT team need to amend the field in your directory called “accountEnabled”. If this field is set to FALSE, NULL, or left empty, this marks the account as deactivated. Therefore, your IT team need to change field to TRUE. The account will no longer be deactivated when we synchronise with your AD.
If this issue has been resolved, the other reason user accounts are deactivated is that your Entra ID sync is set up to sync with a specific group. Contact your IT team to check whether your Entra ID sync is set up for your whole directory.
See our Matrix Booking security and directory integration page for more information.