Any user in your practice account can manage users in a client account they have access to. Practice users act as admins in client accounts, regardless of their own role in the practice account.
There are still restrictions on which users can be removed or changed. This article covers those restrictions, how to remove or deactivate a client user, and what happens to their submitted documents.
Before you start
If a client account has at least one user, it has an account owner — usually the first user added to that account.
The account owner can't 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 remains the account owner and can't be removed.
Note: To remove or change the account owner in a client account, contact the Dext support team and ask them to transfer ownership.
You can identify the account owner on the Users page in the client account. The account owner has (Owner) next to their name, and the option to remove them isn't available.
Remove or deactivate a client user
Removing and deactivating a client user follow the same steps, with one difference at the final step. Deactivating keeps the user's account so you can re-enable it later. Removing deletes it completely, and you'll need to add the user again as a new user if they return. Either way, their previously submitted paperwork stays in the client account.
To remove or deactivate a client user:
Open the client account.
Go to Users in the sidebar.
Select Manage next to the user.
Choose Deactivate user or Remove user.
Review the summary, then select Deactivate or Continue to confirm.
Note: If a user has submitted documents before, removing them doesn't delete those documents. Dext keeps a record of the user as a document owner under the Deactivated tab, so you can still find and export what they submitted.
Re-enable or remove a deactivated client user
Deactivated client users stay listed under a separate tab, where you can restore their access or remove them for good.
To manage a deactivated client user:
In the client account, go to Users.
Open the Deactivated tab.
Select Manage next to the user.
Choose Enable user to restore access, or Remove to permanently remove them.
Frequently asked questions
Why can't I remove a user from the client account?
There are two common reasons:
The user is the account owner. Account owners can't be removed or deactivated unless the Dext support team transfers ownership to another user. You can identify the account owner on the Users page by the (Owner) label next to their name.
The user doesn't have login access. Some users are added purely as document owners, without login access to Dext. You can check this in the Login access column on the Users page. If Login access is set to No, the user can't be removed — you'll only see the option to deactivate them.
Why is a user in the Deactivated tab showing without a Remove option?
This happens when a user submitted documents before you removed them. Dext keeps their document owner record under the Deactivated tab, so you can still find and export those items. The user's account is already fully removed, so there's no option to enable or remove this entry.