> ## Documentation Index
> Fetch the complete documentation index at: https://kb.mspprocess.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Re-enable Terminated Account
> Turns sign-in back on for an offboarded user in your client's Microsoft 365, puts back the licences, groups and AD OU the offboarding recorded, and can convert their shared mailbox back to a user mailbox.
Re-enable Terminated Account brings back someone you offboarded with [User Offboarding](https://kb.mspprocess.com/core/workflows/user-offboarding.md). It turns their sign-in back on, puts back the licences, groups and Active Directory OU recorded when they were offboarded, and, if you choose, makes their shared mailbox their own mailbox again. It needs [Microsoft 365 connected](https://kb.mspprocess.com/core/get-started/connect-microsoft-365.md) with a GDAP role that can enable users, such as [User Administrator](https://kb.mspprocess.com/integrations/microsoft-graph/recommended-roles.md), [Exchange access](https://kb.mspprocess.com/core/reference/microsoft-faq.md#exchange-online) to convert the mailbox, and the [desktop agent](https://kb.mspprocess.com/desktop-agent/overview.md) for a client that syncs on-premises Active Directory.
> [!NOTE]
>
> Before the first run, untick **Licensed users only** and **Active users only** under User directory filters. Offboarded accounts are blocked and usually unlicensed, so the User list leaves them out until you do.
Re-enable Terminated Account in 49 seconds: what it asks, what it does and what you get.
## What the form asks
| Field | |
| - | - |
| User | Required, always on. The account to re-enable, picked from the client's users |
| Restore their licences? | Optional by default. Yes reassigns the licences they had when User Offboarding ran. Each needs a free seat |
| Re-add them to their groups? | Optional by default. Yes adds them back to the Microsoft 365 and security groups they were in. Groups synced from AD aren't re-added here |
| Move them back to their previous OU? | Optional by default, synced clients only. Yes moves the AD account from the disabled-users OU back to where it was |
| Convert the shared mailbox back to a user mailbox? | Optional by default, and starts on No. Yes turns the shared mailbox User Offboarding made back into their own mailbox |
| Reason / ticket reference | Optional by default. For your records and the approver; not sent to Microsoft |
## What it does
1. Creates a ticket in your PSA, if Ticketing is on.
2. Waits for approval, if Approval is Internal or External, or a conditional override matches.
3. Re-enable Sign-in: turns sign-in back on for the account in the client's Microsoft 365.
4. Restore Licences, if the form says Yes. If a licence can't be assigned, for example because no seat is free, the run carries on and the ticket gets a note.
5. Re-add To Group, for each recorded group, if the form says Yes.
6. Convert To Regular Mailbox: makes the mailbox a user mailbox again in the client's Exchange Online, if the form says Yes.
For an AD-synced account on a client that syncs on-premises AD, Set On-Prem Account State runs instead of Re-enable Sign-in: the desktop agent enables the account in Active Directory, moves it back to its previous OU if the form says Yes, then starts a delta sync if it runs on the Microsoft Entra Connect server. The mailbox is still converted in Exchange Online. If the Active Directory change fails, the run stops there.
With Log actions to the ticket on, the ticket also gets a note when the run starts, after Re-enable Sign-in, Restore Licences, Re-add To Group and Convert To Regular Mailbox, and when the run completes. It doesn't set or send a password.
## What it puts back
Each time User Offboarding runs, Core records the leaver's licences, groups and AD OU. When you pick a user on the run page, it shows what was recorded and when, and the three restore questions start on Yes where there is something to put back. A record older than 90 days is flagged so you can check it still fits.
An account offboarded outside Core, or before Core kept records, has nothing to restore. The run page says so; answer No to the three questions and the account is re-enabled on its own.
## What it doesn't undo
Put back the rest of what User Offboarding changed yourself:
| User Offboarding changed | Put it back |
| - | - |
| Removed licences that aren't in the record | Assign them with [License Management](https://kb.mspprocess.com/core/workflows/license-management.md). A user mailbox needs an Exchange Online licence |
| Removed them from AD-synced groups | Add them back in Active Directory; Entra won't take the change |
| Reset their password | Give them a new one with [Password Reset](https://kb.mspprocess.com/core/workflows/password-reset.md) |
| Reset their MFA | Nothing to do: Microsoft asks them to register MFA again when they next sign in |
| Forwarded their email | Remove the forwarding in the Exchange admin center |
| Gave colleagues access to their mailbox | Remove it with [Remove Mailbox Delegation](https://kb.mspprocess.com/core/workflows/remove-mailbox-delegation.md), or in the Exchange admin center |
| Hid them from the address list | Run [Hide Mailbox from Global Address List](https://kb.mspprocess.com/core/workflows/hide-from-gal.md) and answer No |
| Set an out-of-office reply | Turn it off in Outlook or the Exchange admin center |
| Renamed them to an archive name | Change their display name in the Microsoft 365 admin center |
| Removed inbox rules and mobile devices | These are gone: they set up their rules again and re-add their phone |
## Configure it
Go to **Config** and click Re-enable Terminated Account, under Lifecycle.
Configure Re-enable Terminated Account: every option, step by step (1:25).
| Setting | Where | What it does |
| - | - | - |
| Availability | Header | Internal only, Public form only, Internal + public or Disabled, set on Base config. List on homepage needs a public form |
| User | Form config | Always on: the automation needs it |
| Restore their licences?, Re-add them to their groups?, Move them back to their previous OU? | Form config | Hidden, Optional or Required. Hidden means no run restores that part. Can differ per client |
| Convert the shared mailbox back to a user mailbox? | Form config | Hidden, Optional or Required. Hidden means no run converts the mailbox. Can differ per client |
| Reason / ticket reference | Form config | Hidden, Optional or Required. Can differ per client |
| Add field, Add section | Form config | Your own questions. They're saved with the request and can go in ticket templates, but aren't sent to Microsoft. Add client section asks one client only |
| Approval | Execution config | None runs on submit. Internal waits for a teammate or group; External waits for the client's approver, set on each client. Conditional overrides use a different approval when the answers match |
| Ticketing | Execution config | Create a PSA ticket for each run, with its type, priority, status, subject and body. Log actions to the ticket adds an internal or public note as each action completes |
| User directory filters | Execution config | Which users the User picker lists. Licensed users only and Active users only start ticked: untick both so offboarded accounts are listed. Exclude members of Entra roles you add (for example Global Administrator), and exclude specific users at a client's scope |
Approval, Ticketing and User directory filters are set on Base config and apply to every client unless you override them for one. For how Base config and client overrides work, see [How configuration works](https://kb.mspprocess.com/core/get-started/configure-user-onboarding.md#settings-for-each-client).
## Troubleshooting
> [accordion] The offboarded user isn't in the User list
>
> With Active users only ticked under User directory filters, accounts whose sign-in is blocked are hidden; with Licensed users only ticked, so are accounts without a licence. **Untick both** on Base config, or for that client. Guests and anyone in an Entra role you've excluded stay hidden.
> [accordion] “Triggr has no record of what this account had when it was offboarded”
>
> The account was offboarded outside Core, or before Core kept records, so there is nothing to restore. Answer **No** to the three restore questions and submit again; then put back licences and groups with [License Management](https://kb.mspprocess.com/core/workflows/license-management.md) and [Group Membership](https://kb.mspprocess.com/core/workflows/group-membership.md).
> [accordion] “Restore Licences — needs manual attention”
>
> This ticket note means a licence from the record couldn't be assigned, usually because no seat is free or the licence was retired. The rest of the run carried on. Assign a licence in the Microsoft 365 admin center or with [License Management](https://kb.mspprocess.com/core/workflows/license-management.md).
> [accordion] User Offboarding deleted the account
>
> Re-enable Terminated Account works on a disabled account. [Restore the deleted user](https://learn.microsoft.com/en-us/microsoft-365/admin/add-users/restore-user) in the Microsoft 365 admin center first, within 30 days of the deletion.
> [accordion] “Set On-Prem Account State — needs manual attention”
>
> This ticket note means the desktop agent couldn't enable the account in Active Directory, and nothing was changed. The note includes the error. Enable the account in Active Directory, or fix the cause and run it again.
## Related
* [Workflow catalogue](https://kb.mspprocess.com/core/reference/workflow-catalogue.md)
* [Run a workflow](https://kb.mspprocess.com/core/use/run-a-workflow.md)
* [User Offboarding](https://kb.mspprocess.com/core/workflows/user-offboarding.md)
* [Account Unlock](https://kb.mspprocess.com/core/workflows/account-unlock.md), for an account that's blocked but wasn't offboarded
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