1. [Help](https://nuvia.ai/en/docs) 2. [Account Settings](https://nuvia.ai/en/docs/colecoes/19430666-account-settings) # How to deactivate and reactivate a user Remove a user's access without deleting the account: how to deactivate, what deactivation shuts down (sessions, MCP, API keys, LinkedIn), and how to reactivate. Available on all plans. Who can do it users with delete permission in Settings, the same permission required to remove a user. Updated on November 3, 2026 [Account Settings](https://nuvia.ai/en/docs/colecoes/19430666-account-settings) 1. [How to turn on two-factor authentication (MFA)](https://nuvia.ai/en/docs/artigos/18174510-how-to-turn-on-two-factor-authentication-mfa) 2. [How to set your availability (Away or Unavailable)](https://nuvia.ai/en/docs/artigos/18174522-how-to-set-your-availability-away-or-unavailable) 3. [How to manage API keys in Nuvia](https://nuvia.ai/en/docs/artigos/15230128-how-to-manage-api-keys-in-nuvia) 4. [How to deactivate and reactivate a user](https://nuvia.ai/en/docs/artigos/16497565-how-to-deactivate-and-reactivate-a-user) 5. [Security, privacy, and LGPD at Nuvia](https://nuvia.ai/en/docs/artigos/14576039-security-privacy-and-lgpd-at-nuvia) 6. [How to create and manage teams in Nuvia](https://nuvia.ai/en/docs/artigos/15649230-how-to-create-and-manage-teams-in-nuvia) On this page 1. How to deactivate a user 2. What happens when you deactivate 3. What happens to the person's conversations 4. How to reactivate a user 5. Deactivate, remove, or keep active: which to choose **On this page5 sections** 1. How to deactivate a user 2. What happens when you deactivate 3. What happens to the person's conversations 4. How to reactivate a user 5. Deactivate, remove, or keep active: which to choose When someone leaves the company, goes on leave, or changes roles, you do not need to delete the account to remove their access. In **Platform → Settings → Users** you can **deactivate** the user: they lose access right away and stay in your account, with their full history preserved, ready to be reactivated later. Available on all plans. **Who can do it:** users with delete permission in Settings, the same permission required to remove a user. **Where it happens:Platform → Settings → Users** ## How to deactivate a user 1. Go to **Platform → Settings → Users** and stay on the **Members** tab. 2. Find the person and open the **actions** menu on their row. 3. Click **Deactivate** and confirm. 4. Nuvia shows **“Status updated.”** and the user leaves the **Members** tab and moves to the **Inactive** tab. ## What happens when you deactivate Deactivation is not just a label; it shuts down whatever is already running: What happensDetails **Access blocked right away** The user can no longer log in to the platform **Sessions ended** Open sessions are closed, including on other devices **MCP disconnected** The user's MCP connection is dropped **API keys revoked** The API keys they created are revoked — and **do not come back** when you reactivate **LinkedIn connections deleted** The LinkedIn accounts they connected are removed. Their colleagues' accounts are not affected **Removed from teams** The person is removed from the teams they belonged to and is no longer part of the lead rotation for new leads **Open conversations reassigned** The **open** conversations they owned automatically move to someone else on the team — or are left without an owner if no one is eligible. See the section below **History preserved** Closed conversations, messages, and report data stay as they were Warning revoking API keys and deleting LinkedIn connections are **permanent**. Reactivating restores the person's access, but integrations that depended on those keys need new keys, and the LinkedIn account needs to be connected again. ## What happens to the person's conversations Previously, an open conversation stayed with the owner who had left: it disappeared from the **Unassigned** tab (because it had an owner) and no one picked it up. Now Nuvia reassigns these conversations on its own, at the moment the person leaves. Reassignment covers **only open conversations** where the person was the assigned agent. Conversations already resolved stay as they are, to preserve the history. ### Who the conversation goes to 1. **To someone else on the team** — Nuvia uses exactly the **same distribution rule** the team already uses for new leads. If your rule takes presence into account (Online / Away), reassignment does too; if it balances workload, it balances within the batch itself, so it does not pile everything on the same person. 2. **No owner** — if the rule cannot find anyone eligible (for example, the team has no active members left), the conversation is left **without an agent**. This is on purpose: without an owner, it shows up again in the **Unassigned** tab and someone sees it. Keeping an owner who no longer logs in to the account is the worst scenario. ### What reassignment does NOT do - **It does not change who is handling the conversation.** If the conversation was being handled by a human, it stays with a human; if it was with Autopilot, it stays with Autopilot. Turning the AI back on in a conversation that had already passed to a person is your call. - **It does not update the owner in the CRM.** In HubSpot (or RD Station), the owner is still the person who left. If you use the CRM owner for reports or automations, adjust it there. - **It does not touch resolved conversations**, or campaigns, lists, or records created by the person. Where to see it the owner change appears in the **conversation timeline**, in neutral wording (“The conversation was assigned to…”), with a system icon — not credited to the AI, because what triggered it was the user leaving, not the agent. ## How to reactivate a user 1. In **Platform → Settings → Users**, open the **Inactive** tab. 2. Find the person and open the **actions** menu on their row. 3. Click **Reactivate**. The user can access the platform again immediately, with the same role and permissions as before. Warning reactivating **does not undo** the reassignment. Conversations that changed owners stay with whoever received them, and the person does not automatically return to the teams they belonged to; add them back to the teams manually. ## Deactivate, remove, or keep active: which to choose SituationWhat to do Person on leave, on a long vacation, or changing roles **Deactivate** — access comes back with one click Person who left the company and is not coming back **Remove** (trash icon). The confirmation modal lists the consequences before you confirm Person who just needs to see less Adjust **role and permissions**, without deactivating. See [How to invite users and build your team in Nuvia](https://nuvia.ai/en/docs/artigos/14489475-how-to-invite-users-and-build-your-team) A **removed** user does not appear in the **Inactive** tab and cannot be reactivated this way: to bring them back, send a **new invite**. Their email becomes available to be invited again. This applies to both paths removal from teams and reassignment of open conversations happen both when you **deactivate** and when you **remove**, and also when Nuvia support makes the change at your request. ## Frequently asked questions **Can I deactivate myself?** No. Nuvia blocks the action on your own user; deactivating yourself would lock you out of the account immediately and, if you were the last admin, would lock out the entire company. Ask another admin. **What is the difference between deactivating and removing?Deactivating** removes access and keeps the person in your account, in the **Inactive** tab, ready to come back. **Removing** shuts down the account for good: it leaves the list and only comes back through a new invite. In both cases the conversation history stays in the system and open conversations are reassigned. **Do API keys come back when I reactivate the person?** No. Revoking API keys is permanent. After reactivating, create new keys for the integrations that depended on them. See [How to manage your company's API keys](https://nuvia.ai/en/docs/artigos/15230128-how-to-manage-api-keys-in-nuvia). **Does deactivating a user affect the conversations assigned to them?** Yes. The **open** conversations they owned are reassigned right away: they go to someone else on the team, using the same distribution rule the team already uses, or are left without an owner if no one is eligible. **Resolved** conversations are not touched; they stay in the history as they were. You no longer need to reassign everything by hand before deactivating. **Who exactly do the reassigned conversations go to?** To someone on the teams the person belonged to, chosen by the **lead distribution rule** configured in your account, the same one that decides who gets a new lead. If your rule is “Active only” and no one is online, for example, the conversation is left without an owner and appears in **Unassigned**. See [How to distribute leads among agents](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents). **Is the owner in HubSpot updated too?** No. For now, reassignment only happens inside Nuvia. In HubSpot (or RD Station), the owner of the contact or deal is still the person who left; adjust it manually there if you use that field in reports or automations. **Can a deactivated user still receive new leads?** No. Distribution only considers **active** users. Previously, someone who had been deactivated stayed in the team pool and could even be chosen by workload-based rules (after all, they had zero conversations). That no longer happens. **Can I use a removed user's email for someone else?** Yes. After removal, the address becomes available again: you can re-invite the same person or use that email for another user. If the email is still in use by an active or inactive account, Nuvia shows a notice on screen instead of a generic error. [PreviousHow to manage API keys in Nuvia](https://nuvia.ai/en/docs/artigos/15230128-how-to-manage-api-keys-in-nuvia) [NextSecurity, privacy, and LGPD at Nuvia](https://nuvia.ai/en/docs/artigos/14576039-security-privacy-and-lgpd-at-nuvia) Was this article helpful? ## Related articles - [How to invite users and build your team in Nuvia](https://nuvia.ai/en/docs/artigos/14489475-how-to-invite-users-and-build-your-team) - [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents) - [How to create and edit Smart Funnels through MCP (Agent Builder)](https://nuvia.ai/en/docs/artigos/16074655-create-edit-smart-funnels-through-mcp-agent-builder) - [How to set your availability (Away or Unavailable)](https://nuvia.ai/en/docs/artigos/18174522-how-to-set-your-availability-away-or-unavailable) [Account Settings](https://nuvia.ai/en/docs/colecoes/19430666-account-settings) 1. [How to turn on two-factor authentication (MFA)](https://nuvia.ai/en/docs/artigos/18174510-how-to-turn-on-two-factor-authentication-mfa) 2. [How to set your availability (Away or Unavailable)](https://nuvia.ai/en/docs/artigos/18174522-how-to-set-your-availability-away-or-unavailable) 3. [How to manage API keys in Nuvia](https://nuvia.ai/en/docs/artigos/15230128-how-to-manage-api-keys-in-nuvia) 4. [How to deactivate and reactivate a user](https://nuvia.ai/en/docs/artigos/16497565-how-to-deactivate-and-reactivate-a-user) 5. [Security, privacy, and LGPD at Nuvia](https://nuvia.ai/en/docs/artigos/14576039-security-privacy-and-lgpd-at-nuvia) 6. [How to create and manage teams in Nuvia](https://nuvia.ai/en/docs/artigos/15649230-how-to-create-and-manage-teams-in-nuvia) ## Still need help? Customers reach support through the chat inside the platform. Not a customer yet? Talk to our team. [Talk to support in the platform](https://app.nuvia.ai) [I'm not a customer yet](https://nuvia.ai/en/contact) --- Source: https://nuvia.ai/en/docs/artigos/16497565-how-to-deactivate-and-reactivate-a-user