frozen user on corporate account

karifass

I'm an admin on our company account. A senior leader is reporting that their account has been frozen. Her account looks fine on my end. Any suggestions?

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Ben

Hi @karifass

Freezing happens at the membership level, not the individual account level. It sounds like this person has an account that is separate from your company membership which they have not paid for.

Ben

karifass

That's my theory too - but if both are under the same email (which we tried) - what steps would you recommend so that I can push the right account to her?

karifass

I tried suspending and reactivating. No luck.

Ben

If both accounts are using the same email it is the Secret Key that would determine which is presented. They should be using the company's sign-in address and the Secret Key associated with the company account to sign in to that account.

Does that help? Please let me know.

Ben

Ben

It looks like we may have posted at just about the same time @karifass so I wanted to be sure you saw my above reply?

Ben

karifass

Incognito mode was the trick! Thank you!

Lars

@karifass - glad to hear it! Let us know if there's anything else you need assistance with; otherwise, have a great rest of your week! :)