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Why is someone missing from Setyl, or showing "email already in use"?

What to check when a person from your HR system or identity provider doesn't appear in Setyl.

If someone is in your HR system or identity provider but you can't find them in People > All People, it's usually for one of these reasons.

1. They've been archived

Setyl archives people automatically in some situations, for example when their leave date is more than a year ago, or when they're suspended or removed in a connected integration (depending on your settings). Archived people don't appear in All People or in search.

To bring them back:

  1. Go to Settings > Archived Records and select People.
  2. Find the person and click the ⋮ menu.
  3. Select Reinstate.

If they keep being archived after a sync, check their status and leave date in your HR system or identity provider. See When is a Person assigned "Offboarding" status?

2. They've been set up as a Service Account

Service Accounts aren't listed in People, so if someone was added as one, or changed into one, you won't find them in All People. Go to Apps > Service Accounts, open their profile, click the ⋮ menu and convert them to a Person.

3. Their profile was merged into another one

If two profiles for the same person were merged, only the primary profile remains. You may then see "email already in use" when you try to add the person again, even though you can't find them in All People or Archived Records. Search for the person's other name or email to find the primary profile. Any profiles merged into it are shown at the top of that profile. Merges can't be undone in Setyl. If you need two profiles split again, email hello@setyl.com and we'll do it for you.

4. They haven't synced yet

New people appear after the next sync. To check sooner, run a manual sync. See Why isn't my integration syncing?

5. They're outside what your integration can see

If the account or API key you connected with can only see some people, others won't sync. Check the permissions in your integration's guide.

Can I sync only part of my Microsoft 365 or Google tenant?

No. Setyl syncs the whole tenant. To hide people you don't want to track, such as shared mailboxes or test accounts, archive them, or add them as Service Accounts instead.