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Recovering suspended license members Follow

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Mallory McClure
  • Updated

A Suspended status indicates a license member has an issue that prevents them from using Revizto. You can verify the license member's status in Revizto Workspace by going to User Management in the Tools dropdown menu.

If a user is suspended, the license administrator has two options, depending on the member's project activity: deactivate them if they are not involved in any projects, or recover them to restore access to their Revizto projects. 

Required permissions

Suspended license members can be recovered by License admins or higher. You can view your account role from the Account info/Manage account info page, and your license role from the License Info page in Revizto Workspace. See Account and license roles for more information.

Recovering suspended license members

Recovering a suspended license member restores them to an active status and allows them to access their projects again. 

To recover suspended license members:

  1. Sign in to ws.revizto.com as a license admin or higher.
    • If you are a member of several accounts, ensure that the correct account is selected.
  2. Open the Tools dropdown menu, then select License administration.
  3. In the License users tab, filter the license members by Suspended status and hover your pointer over the info icon in the Status column to review the suspension reason for that user.

The following table describes suspension reasons and required troubleshooting: 

Suspension reason Troubleshooting
This user is suspended because the license has expired. Renew the license or move its projects to a valid license.
This user is suspended because the total number of users or projects exceeds the license limit.

Do one of the following:

This user is suspended because they are not eligible for the "Guest" role.

To be eligible for this role, they must be a full member of another active [Revizto+] license that is issued in this region and allows its members to be guests in other licenses.

You can recover the user by changing their role to "Collaborator."

The user is not eligible for the Guest role due to another license they are part of.

This can happen in the following scenarios:

  • The user lost full membership in another license issued in this region (for example, they were removed from that license, or that license expired).
  • The user has full membership in another license issued in this region, but that license no longer allows adding its members to other licenses as guests.
  • The user has full membership in another license issued in this region, but the license plan changed (for example, your license was upgraded to Revizto+, or the other license was downgraded to a standard license).

Assign the user to the Collaborator role to make them a full member of this license.
This user is suspended because they have not been set an active authentication method.

Assign an authentication method to the license member. 
This user is suspended because they have the "Guest" role and your license does not allow guests. 

You can recover the user by changing their role to "Collaborator".

Assign the user to the Collaborator role. 

If a user is suspended because they are not eligible for a Guest role, the license administrator of the license preventing the user from having the Guest role can also contact their sales executive to change the cross-license collaboration configuration. See Managing license info for more information.

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