What happens when a user is offboarded?

What Happens During Offboarding

User offboarding occurs when you manually remove a user's access from your eligibility list, when you upload or automatically sync a new staff list which they are no longer listed on, or when you inform us to remove them. On the day this occurs, an end date is set in our system which removes them from your eligibility list.

Changes to Account Access

When a user is removed from your eligibility list:

• New account sign-ups will not be possible
• Existing accounts will be moved to a freemium version
• New allocations for therapy will not be possible to initiate

Ongoing Therapy Access

Permitted Users (Employees) who were referred in for EAP therapy before (and up to) their end date will be able to complete any remaining therapy allocation with their therapist. However:

• Therapists are not able to apply for Session Extensions
• Users can continue to access any existing entitlement they started prior to their offboarding date until it is used or their allocation 'year' ends
• Their allocation will not refresh when their 'year' resets
  
  

Example: Mandy has an end date of 2025-04-01. On 2025-03-29, she starts therapy with 6 sessions. On 2025-04-01, her account converts to a free account automatically, but she can continue accessing her remaining entitlement for the rest of the year. No session extensions are allowed.


See related article: How do I continue providing therapy for someone leaving my organisation?