## **Why This Happens**

Deactivating a team member in Search Atlas removes their platform access, but it does not automatically stop all emails or resolve access issues tied to their account. Two related problems may occur:

- A deactivated user continues to receive emails (such as reports, alerts, or digests)
- A user is missing VIP summit recordings they expected to have access to

Both of these issues require review by our support team, as the underlying cause and the correct fix depend on your specific account configuration and cannot be resolved through a standard self-serve workflow at this time.

## **What to Have Ready When You Contact Support**

To help our team resolve your issue as quickly as possible, please gather the following information before reaching out:

**For deactivated users still receiving emails:**

- The deactivated user's email address
- The type of emails they are still receiving (e.g. scheduled reports, alert notifications, digest emails)
- The project name(s) or workspace(s) the emails appear to be associated with
- Approximate date when the issue started or was first noticed

**For missing VIP summit recordings:**

- The affected user's email address
- The name or date of the VIP summit in question
- A description of what is missing or inaccessible (e.g. specific session titles, entire recording library)
- Any error messages encountered when attempting to access the recordings

## **What Happens Next**

Once you contact our support team with the details above, a team member will review your account settings, identify the source of the ongoing emails or access issue, and apply the necessary fix on the backend. You do not need to make any changes to your account settings before reaching out, as unsupported changes could make it harder to diagnose the root cause.

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.