This article explains how to remove or deactivate a user from a client account you manage. It covers who can be managed, why some users can’t be removed, and what happens to documents after a user is deactivated or removed.

Before you start

Any user in your practice account can manage users in client accounts they have access to. Practice users act as admins in client accounts, regardless of their role in the practice account.

However, there are still restrictions on which users can be removed or changed, as explained below.

Account owner restrictions

If a client account has at least one user, it will have an account owner (usually, the first user added to that client account).

The account owner cannot be removed or deactivated, unless ownership is transferred to another user.
Practice users can edit the account owner’s role and permissions, but the user will still remain the account owner and cannot be removed.

Tip: To remove or change the account owner in a client account, contact our support team.

You can identify the account owner on the Users page in the client account. The account owner is marked with (Owner) next to their name in the Name column, and the option to remove them is not available.

Remove user confirmation window explaining that the user will lose access to the account, with a Continue button to confirm.

Understanding your options

When managing users in a client account, you can:

Deactivate a user: The user can no longer log in or submit documents. All existing paperwork remains in the client account.
Remove a user: The user is permanently removed from the client account. Their submitted paperwork remains, but they must be added again as a new user if they need access in the future.

Deactivate a client user

Open the client account.
Go to Users in the sidebar.
Select Manage next to the user.
Choose Deactivate user.

Users page in a client account with the Manage menu open, highlighting the Deactivate user option for an active user.

5. Review the summary, then select Deactivate to confirm.

Deactivate user confirmation window explaining that the user will lose login access and submission ability, with a Deactivate button to confirm.

Remove a client user

Open the client account.
Go to Users in the sidebar.
Select Manage next to the user.
Choose Remove user.

Users page in a client account with the Manage menu open, highlighting the Remove user option for an active user.

5. Review the summary, then select Continue to confirm.

Re-enable or remove a deactivated client user

In the client account, go to Users.
Open the Deactivated tab.
Choose Enable user to restore access, or Remove to permanently remove them.

Deactivated users tab in a client account showing a user with the Manage menu open, displaying options to Enable user or Remove user.

Frequently asked questions

Why can’t I remove a user from the client account?

There are two common reasons:

The user is the client account owner.
Client account owners cannot be removed or deactivated, unless our support team makes another user the account owner. You can identify the account owner on the Users page by the Owner label in the Role column.
The user doesn’t have login access.
Some users are created as document owners and don’t have login access to Dext. You can check this on the Users page in the Login access column.
If Login access is set to No, the user cannot be removed and you’ll only see the option to deactivate them.