Stop account access and get help with recovery¶
Draft availability: this guide follows the intended final designs and identifies the current app's differences. Self-deactivation has a connected profile action; the recovery email handoff is incomplete. The full recovery journey and live availability remain unverified.
Use this guide when you want to stop using your account or regain access to the same account after deactivation. Read the feature overview for the authority, assignment and capacity rules.
Decide which action you need¶
| Your intention | Relevant process |
|---|---|
| Leave the current browser session | Sign out |
| Stop this account from accessing all its workspaces | Account deactivation |
| Remove access to one organization or product | Its membership or license administration process |
| Stop a subscription or change paid capacity | The organization's billing process |
| Request deletion of data | The applicable data-lifecycle process |
Deactivation retains assignments and can retain capacity consumption. Before proceeding, agree with your organization how outstanding work, administration responsibilities and licensed allocations will be handled. Recovery does not automatically undo separate changes made while you were inactive.
Deactivate your own account¶
- Sign in and choose Profile in Workspace Access to open My profile.
- Review that the profile belongs to the account you intend to deactivate.
- Select Deactivate account. Review the confirmation on My profile.
- Read the notice: you will be signed out, while your roles, workspace memberships and license assignments stay with the account.
- Select Confirm deactivation if you intend to proceed.
The intended result is Your account is deactivated, with Request recovery link available when you want to return. The current connected form instead opens the ordinary signed-out page after an accepted response and clears the local browser session. If the service rejects the action, it returns to confirmation without a specific explanation of the cause. Do not assume the change succeeded simply because a similar-looking page is visible.
Use the live profile entry rather than a bookmarked companion confirmation page. The current companion page can navigate to signed-out without submitting the deactivation. If the result is uncertain, ask support to confirm the account's state.
The final active platform Administrator cannot deactivate. The final design explains this as Keep an administrator active, with Back to profile; the current form may return only a general confirmation state. Arrange the appropriate platform administration continuity through the authorized process before trying again. Creating an ordinary second user does not satisfy the requirement.
Request recovery after self-deactivation¶
Self-service recovery applies only when you deactivated the account yourself and its email was already verified. If an administrator disabled the account, contact the platform administration or support team.
- From sign-in, choose Request recovery to open Reactivate your account. The final deactivation-result screen also offers Request recovery link.
- Enter the account's verified Email address.
- Select Send recovery link.
- Read Check your email as a neutral acknowledgement. It does not disclose whether the account is eligible.
- Look for the newest Recover your Zerohive account email. A link expires after 30 minutes and can be used once.
If no email arrives, check the address and your usual email folders. Repeated requests can be suppressed by rate limits, and a newer request can replace a previous link. A delivery problem, an ineligible account and an unknown account can produce the same neutral acknowledgement.
The current code does not connect the emailed destination to the frontend confirmation page correctly. If the email leads to an unavailable page or cannot continue recovery, report that result to support. Keep the link private and do not rewrite its address, forward it as a troubleshooting attachment, or enter it into an unrelated form.
Confirm recovery and check progress¶
The intended journey continues from the latest recovery email:
- Open its link and review Ready to reactivate?. Confirm that you intend to restore the account associated with that email.
- Choose Reactivate account. Merely opening the page does not submit the request. Use Back to sign in if you do not want to continue.
- If Restoring your account appears, the request was accepted but access is still unavailable. Choose Check status to obtain a newer result.
- Wait for Your account is ready, then choose Sign in and complete the usual password and verification steps.
The current confirmation page is called Continue account recovery, with Continue recovery and Cancel recovery. It requires recovery information that the emailed link does not yet deliver correctly. Cancelling navigates away; it does not establish that the email link has been revoked. Do not alter the email address or recovery link to force this step.
The final designs distinguish the following outcomes. Some are not yet presented separately by the current app:
| Screen | Meaning | What to do |
|---|---|---|
| Restoring your account | Recovery was accepted and is still pending; access has not resumed | Use Check status; the current app uses Recovery is taking longer for pending work from the start |
| Recovery is taking longer | Recovery remains pending after a delay | Use Check status, or contact the platform administrator if the delay continues; starting another request does not finish this one |
| This link no longer works | The email link expired, was replaced or cannot be used | Choose Request a new link and use the latest email; the current app does not reliably distinguish this from other confirmation failures |
| Please try again later | Too many recovery attempts were made | Wait before trying again. Repeated submissions do not bypass the limit |
| Recovery is unavailable | The request could not be processed at this time | Try again later; if recovery was already accepted, check its status before starting over |
| This request cannot continue | The returned operation was not recognized as completed or pending; a newer account change can supersede a request | Check with the platform administrator; request a new link only if self-service eligibility still applies |
| Check your account access | The status receipt is missing, expired or could not be checked | Try a fresh sign-in to establish current access, then seek help if still inactive |
| Your account is ready | The checked operation completed | Select Sign in and use the existing credentials and verification steps |
The status page checks when opened or revisited with its browser-held receipt. It does not continuously poll. The receipt is associated with that browser session and can expire or be lost when session data is cleared. Losing the receipt does not prove that the operation failed or was cancelled.
The current request form can display Enter a valid email address to continue for service or rate-limit failures as well as an invalid email. If the address is correct, avoid repeatedly changing it or submitting again; wait or ask support to investigate. The more specific final-screen messages describe the intended experience, not a claim that those distinctions are already connected.
After recovery¶
Start a fresh sign-in; an older session cannot be resumed merely because the account is active again. Complete the current extra-verification requirements, then check Workspace Access.
Review the workspaces and products now available. Existing retained assignments remain associated with the same account, but licenses or permissions revoked through separate processes are not recreated. If a particular workspace remains unavailable, its administrator should check membership, entitlement and availability independently of account recovery.
Help for managers and organization administrators¶
An organization administrator and a platform Administrator have different authority. If the whole account is inactive, changing a single organization role does not reactivate it. Escalate to the platform administration team through your authorized support process.
For account deactivation used in offboarding, separately review work reassignment and commercial allocations. For recovery, review whether retained access is still appropriate before requesting the account to return. The current Admin warning about clearing memberships does not match the implemented preservation rule.
Provide support with the environment, non-secret account/support identifier, approximate time, action taken, visible message and operation identifier if available. Do not include passwords, recovery tokens, private receipts or browser session cookies. An authorized operator has a separate recovery procedure for the exceptional case where an initialized platform has no active Administrator.