Member shows as archived
What’s happening
Section titled “What’s happening”A member’s record is in the archived state, which means it’s been hidden from the active member list and the member can’t access the portal. This is a reversible action — archiving doesn’t delete the record.
Records become archived in two ways:
- An admin archived the record manually using the Archive option in the member’s ⋯ (more) menu.
- A bulk archive operation included this member.
How to fix it
Section titled “How to fix it”- In the member list, turn on the Include archived toggle. Archived records appear with a muted style and an “Archived” badge.
- Find the member’s row and select it to open their detail page.
- An “This record is archived” banner appears at the top of the page.
- Select Restore.
- A “Record restored” confirmation appears. The archived banner disappears and the member can access the portal again.
If that didn’t work
Section titled “If that didn’t work”- The Restore button isn’t visible — your admin role may not include the restore permission. Contact your org owner to restore the record or to have the permission added to your role.
- The member still can’t sign in after you restored them — the member may also need their status changed if it was set to Suspended or Cancelled before archiving. Check the status badge on their detail page and see Customize member status labels and transition a status if a change is needed.
- “Could not restore” — a temporary error occurred. Try again. If the problem continues, contact support.