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Account reactivating support process

  • September 28, 2026
  • 2 replies
  • 20 views
Novice I
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Hi Docebo community,

As my team has been releasing more training programs on Docebo, we’ve noticed an uptick of users with deactivated accounts reaching out to us with problems logging in. I wanted to see if other teams have an elegant solution for reactivating accounts, or suggestions on improving our process:

Right now it looks like:

  1. Email is sent to support about not being able to log into their LMS account.
  2. We reset their password to a generic temporary one.
  3. Use the “Send activation notification” option which includes the temporary password in the messaging.
  4. Email the user back saying we’ve reset their password and to keep an eye out on their account.

As we release more programs I envision the number of requests will balloon. It would be nice if users can request their accounts to be reactivated directly on Docebo!

Thank you in advance for any interesting ideas!

2 replies

Novice III

Hi ​@vhung, have you considered not setting a temporary password, but linking in the password reset capabilities directly into the welcome email so the user doesn’t need to change it after getting in once? Should be that shortcode: {{{user_password}}} 

That would mean the flow looks like:

  1. User receives welcome email with password reset link

Okay, that’s it. No more tickets to replace passwords, since they’ve done it themselves :)

 

Hopefully that helps!

cheyenne.carpenter
Docebian
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Hi ​@vhung! Out of curiosity, what types of accounts are marked as deactivated? Would it be people that haven’t accessed in a certain amount of time or something else? I guess I’m asking what objective marking people as inactive accomplishes!

Unconventional ask… But could you simply reactivate all users? Not sure of your use case or what impacts that might have, but I thought I’d ask about the simplest solution first :) 

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