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Cannot re-add a deactivated user in Enterprise Console (EC)

An end user that was previously removed or deactivated cannot be added back into the Enterprise Console.

Recommended Troubleshooting Steps

  1. Confirm the user is fully removed

    • Verify that the MDN is not still marked as deactivated or suspended in the Enterprise Console.

    • The MDN must be fully deleted before it can be re-added.

  2. Search for duplicate or residual entries

    • Confirm the MDN does not exist in another account, group, or status within the Enterprise Console.

    • Partial or duplicate records can prevent re-provisioning.

  3. Re-add the MDN

    • Once confirmed deleted, attempt to add the MDN again using the standard provisioning workflow.

Why this may occur
For data integrity and reporting accuracy, the Enterprise Console prevents re-adding an MDN that still exists in a deactivated or partially removed state. Fully deleting the record clears the identifier and allows re-provisioning.

When to escalate

  • If the MDN cannot be re-added after confirming it is fully deleted, create a help desk ticket with Sky Peak Technologies.

Include the following details in the ticket

  • MDN (masked if required by policy)

  • Account / Group name

  • Previous status (deactivated or deleted)

  • Time and date of the removal attempt