Members lost access to client organization after being removed from our organization

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Hi everyone,

I’m dealing with an urgent issue and hoping to get some help.

I removed 5 members from our organization via the Admin Console. I expected this would only affect our organization. Instead, all 5 members also lost access to a client organization they were actively working in.

I’ve already restored them within our organization via Admin Console → Restore, and their membership in our organization is active again. However, their membership in the client organization has not been restored.

This is critically impacting active client project work. I’ve submitted a support case (marked as urgent) but progress has been slow.

I now understand this is a known behavior where deprovisioning removes the domain email from the user’s account, potentially locking them out of all organizations. However, the Admin Console UI did not make this cross-organization impact clear at the time.

Has anyone experienced this and had their users’ access to other organizations restored by Asana Support? How long did the resolution take?

Any help would be greatly appreciated.

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Hi @ashikawa, thank you for reaching out. I’m sorry for the trouble with the deprovisioning process.

When a user is deprovisioned from an organization, their company email is removed from their account. If they don’t have an alternative email address, the entire account is deactivated, which is why they lose access to those other spaces. You can find more details about deprovisioning users here.

While restoring their membership in your organization is the right first step, you will need assistance from our Support team to restore their guest access in other organizations.

I can confirm your ticket has been received and is moving through the queue. The team handles these in the order they are received to ensure everyone gets a timely response, so you should hear back from an agent soon. Rest assured they’ll be able to help get those memberships restored.

I’ll keep an eye on this from my side as well.

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Thank you so much @Vanessa_N for the quick response and for keeping an eye on this. It really means a lot.

A quick update: since my last post, the client organization has independently re-invited some of the affected members. So some users now have active guest access again through new invitations.

I’ve also sent an update to Support in my ticket with a few questions I’d like answered before any restoration is performed:

  1. If a user has already been re-invited to the client organization, will restoring their old profile cause any duplication or conflict (e.g., duplicate accounts, broken task assignments)?
  2. Can the restoration be applied selectively — only to members who have NOT yet been re-invited?
  3. For re-invited members, will their previous task assignments and project access carry over, or are those permanently lost?

I want to make sure the restoration is handled carefully to avoid creating additional problems. I’ve asked Support to hold off until I confirm which members still need restoration.

Thank you again for your help.