Offboarding: A guide for when someone leaves your account

If you or someone on your account is leaving, there are a few things you can do in Sendible to make the transition go smoothly. Those steps may vary depending on their Sendible role; you'll find the specifics below. With a little preparation, you can make these changes and get back to business with minimal interruption.

Quick Facts

You can (and may have to) transfer an account by changing the current account's email address and resetting the password.
An email address can only be used once to set up a Sendible account. To use an email address connected with an existing Sendible account, you must first change the existing account's email address. Have a look at our Edit a user article for the steps to do that.
The main Admin (account owner) that was created when your account was initially set up cannot be deleted. You must transfer ownership of this user account, which is easier done with that person's assistance.
Editing the main Admin user doesn't automatically update the company email address. To do this, go to Company settings > Company > Company email and change the email address here too. Check out our article, Change account and company settings, for the steps.

Important: To avoid losing your work, do not delete a user prior to 1) exporting the drafts or scheduled posts as a CSV and 2) transferring their profiles to another user. Check out this article for more information regarding deleting or deactivating a user: Deactivate or delete users.

Tip: If the person responsible for the account changes often, you could use a generic email address such as info@mycompany.com, if available, and then have this more permanent account update and manage profiles.

Note: At this time, we are unable to transfer sent or scheduled posts, the Content Library, or RSS feeds and Autoposters to another user. However, you can transfer or share the profiles with another user, export the posts as a CSV file from your account, and upload it via the Bulk Import feature to their account. Take a peek at these articles for more information Transfer and share profiles and Bulk import messages

Tip: If a team member leaves or downgrades their plan they should save their content library too. This can be achieved by saving it as a draft and then exporting it into a CSV file.

If an Admin is leaving

If an Admin is leaving, you can either 1) repurpose their account by replacing their email address with a new person's or 2) delete their user account (after taking care of some tasks first).

Transfer the Admin's account

If someone is taking over for the departing Admin, the easiest way to proceed is to replace the departing person's email address and username with their replacement's email address and username. That way, any posts the departing person scheduled and any profiles they managed will not be disturbed. The new person eventually should reconnect any of the profiles listed in their 'My Profiles' view for security and control of those accounts.

If you would prefer to transfer the profiles that were associated with their account to a different user, please follow the steps outlined in the article, Transfer and share profiles.

You may also want to review any Team Members or Clients that were managed by the affected account.

Delete the Admin's account

If you wish to remove the Admin's account, before doing so, please follow the steps outlined in the article, How to delete users or set them as inactive, which covers how to transfer scheduled posts from one user account to another. If they are managing other users, those users will need to be reassigned before the account can be deleted.

If the main Admin is leaving

Important: You cannot delete the main Admin account or promote another user to being the main Admin, but you can have another person replace the main Admin in the existing account.

Make a person new to your team the main Admin

Log in to the existing main Admin's account
Update the personal preferences (username/email) to be those for the new person. Take a look at our article Edit a user for the steps.
You can now log in to the main Admin's Sendible account using the new email address and password.

The main Admin of your Sendible account has now changed; however, no current social media profiles or scheduled posts have been affected. Any profiles associated with this account should be reconnected for security and control of the social profiles.

Caution: If you see the message "This email address is already in use”, it signifies that the email address you entered is already linked to another Sendible account. That account will either need to be deleted, or the email address associated with it will need to be changed as an email address can only be used once to set up a Sendible account. See details on how to do that below.

Edit user dialog box where you can update their email address

Make an existing user the main Admin

Ensure the existing user has the role of Admin and not Team Member or Client.
Change their email address slightly on their existing account, e.g., from admin@company.com to oldadmin@company.com. (It doesn't have to be a working email address.)
Log in to the existing main Admin's account and update the personal preferences (username/email) to be those for the new person.
Optional: Once the previous steps have been completed, you may remove the oldadmin@company.com account. This can help reduce confusion and save user seats in your subscription. Or you can repurpose that account and assign it to another person.
Caution: If the user you are looking to delete has profiles listed on their account, you would need to transfer the profiles to the existing Admin’s dashboard. Take a look at our article Transfer and share profiles for the steps to do that. Thereafter you would need to export the scheduled posts on their dashboard as a CSV file and then upload them via the bulk import feature. Check out our article, How to delete users or set them as inactive, which walks you through the steps.

If a Team Member is leaving

If a Team Member is leaving, you can either 1) repurpose their account by replacing their email address with a new person's or 2) delete their user account (after taking care of some tasks first).

Transfer the Team Member's account

If someone is taking over for the departing Team Member, the easiest way to proceed is to replace the departing person's email address and username with their replacement's email address and username. That way, any posts the departing person scheduled and any profiles they managed will not be disturbed. The new person eventually should reconnect any of the profiles listed in their 'My Profiles' for security and control of those accounts.

If you would prefer to transfer the profiles that were associated with their account to a different user, please follow the steps outlined in the article, Transfer and share profiles.

You may also want to review who the Team Member is managed by and any other accounts to which they were granted access.

Delete the Team Member's account

If you wish to remove the Team Member's account, please follow the steps outlined in the article, Delete users or make them inactive, which covers how to transfer scheduled posts from one user account to another.

Caution: If the user you are looking to delete has profiles listed on their account, you would need to transfer the profiles to another user's dashboard. Take a look at our article Transfer and share profiles for the steps to do that. Thereafter you would need to export any scheduled posts on their dashboard as a CSV file and then upload them via the bulk import feature. Check out our article, Delete users or make them inactive, which walks you through those steps.

If a Client is leaving

If a Client leaves, you will most likely want to delete their user account. The full details regarding the best way to do that can be found in the article, Deactivate or delete users.

In addition, you may want to export their sent, scheduled, and/or draft posts as a CSV or HTML file so that you have a record of the work you have done.

Head over to the Sent, Scheduled, or Drafts view and select the 'all' check box or choose which posts you would like to save
Click the 'More' button and choose between a CSV or HTML format to export the data.

If someone is leaving temporarily

If someone is leaving temporarily, you might want to consider setting their account to 'Inactive' (see Deactivate or delete users). While that is certainly an option, there are some consequences that you should be aware of.

Scheduled posts will appear in the Sent view and not in the Undelivered view, but they will actually not be published to the social profile.
Any profiles in the My Profiles area of the inactive account which are shared with other users - those profiles will still be available to the other users, and any posts scheduled through those users to those social profiles should publish successfully.
Any reports scheduled by the inactive user will not be sent out.

Still an issue?

No worries! We can take it from here.

Please submit a support ticket and be sure to mention you have gone through the typical troubleshooting steps. In addition, providing screenshots and including where you were and the steps you took when the issue happened will help us resolve it more quickly!