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Account reactivating support process

  • September 28, 2026
  • 4 replies
  • 51 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!

    4 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 :) 

    Novice I

    I have the same query!

    We have a lot of users that are contractors or seasonal workers so we deactivate them when they are offboarded automatically via our HR system integration, but when they return for next season of work or are re-onboarded for another work site, the system won’t automatically reinstate their profile as active. It works one way but not the other. Currently we have our IT team send L&D a notification email to advise that the system attempted to reactivate a user but it failed, then we have to manually reactivate the user and update any details. Would love to know if there’s another automated solution to reactivating users returning to employment with us via our HR system as we are a growing organisation and this process is not sustainable in the future with the amount of seasonal and contractor workers we have coming and going.

    Sorry not much help for your situation but sounds like we are in the same boat! 

    cheyenne.carpenter
    Docebian
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    Hi ​@daniela.asker! May I ask how you have the HRIS integration set up? Automation app, native connector, Docebo Connect? 

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