Customer Issue

When a user who was previously "forgotten" is recreated (either manually in Studio or via a user sync/SFTP upload), the account is not fully restored. While the user's profile details (such as name and identifier) are updated, the account remains in a "blocked" and/or "hidden" state.

As a result:

• The user may receive an "Account Blocked" message when attempting to sign in.

• Administrators cannot find the user in the Studio "Users" list because the "hidden" flag prevents them from appearing in search results.

• The user cannot be unblocked through the standard Studio interface.

Environment

• Creator Studio | People | Users

• Member Experience | All Platforms

• Multi-Program Environments (Users existing in two or more programs under the same brand, including test programs)

Issue Details

This issue occurs in multi-program environments when a user record is "forgotten" in one program but remains active in another. Because the email address and Advocate ID are shared across the brand, the system retains the email on the forgotten record to maintain the active membership in the other program.

When an administrator attempts to recreate the user in the first program:

1. The system identifies the existing "forgotten" record associated with that email.

2. The record is updated with the new user details.

3. The Bug: The system fails to automatically clear the blocked and/or hidden flags on the user database.

Resolution

How to Prevent This Issue

To avoid this state, ensure the user is forgotten across all programs they belong to within the brand.

• Before forgetting a user, check if they are a member of any other programs (including test or sandbox programs).

• If the user is forgotten in every program they belong to, their email address is fully removed from the system, allowing a clean, new profile to be created if they are ever added back.

Workaround for Affected Users

If you encounter a user who has already been recreated but remains hidden or blocked:

1. Contact Firstup Support to request a manual restoration of the user record. Support can run a specialized utility to clear the hidden and blocked flags.

2. Please check the current status of this issue on the Known Issues Tracker. (Issue ID: FE-26479)