Missing users
Ticketopen
Vellacott Payments: documents · Missing users
Femi Olatunji unable to provision three new team members (merchant onboarding and support teams, added to Slack and Google Workspace) in the brain's user directory. Bethan Lister identified a pending user sync and manually triggered it.
What happened
What this says
Current to 11 Oct 26Femi Olatunji unable to provision three new team members (merchant onboarding and support teams, added to Slack and Google Workspace) in the brain's user directory. Bethan Lister identified a pending user sync and manually triggered it.
Problem: Three new users not appearing for provisioning despite correct group assignments. Handling: Bethan Lister identified a user sync scheduled but still pending; manually triggered it. Expected users to appear within minutes. Ticket remains open as of 2026-10-09. Watch: User growth signal; customer actively expanding teams. Provisioning friction during onboarding delays adoption.
Details
Updated 9 Oct 26Trail
created · Femi Olatunji 7 Oct 2026 15:26Hi, I added some new people to the team last week and I'm trying to grant them access to the brain, but a couple of them aren't appearing in the user list. They're from the merchant onboarding and support teams. Can you help me troubleshoot? Is there a sync delay or something I'm missing? Cheers, Femi- public_reply · Bethan Lister 7 Oct 2026 23:17Hi Femi, I've picked this up. Can you give me the email addresses of the users who aren't showing? There can sometimes be a short delay if they were just added to your Slack or Google Workspace. I'll check if there's a sync issue. Thanks, Bethan
- public_reply · Femi Olatunji 9 Oct 2026 10:48Bethan, I've sent you the addresses in a separate email. Two of them were added to Slack last Monday, one joined the Google Workspace yesterday. I made sure they had the right groups assigned. Let me know if there's anything else I should check on my end. Cheers, Femi
- public_reply · Femi Olatunji 9 Oct 2026 12:37Just to add: I'm getting no errors in the admin panel when I try to provision them manually, but they're still not in the user directory. Should I be waiting longer for a sync? Or is this something else?
- public_reply · Bethan Lister 9 Oct 2026 14:27Femi, I found the issue. There was a sync scheduled to run this morning but it's still pending. I'll manually trigger it now and you should see all three users in the directory within the next few minutes. Can you try again and let me know if it's resolved? Thanks, Bethan