---
title: "How To: Reactivate Your Deactivated Account Access"
description: Reactivated access to your account is just a request away! Follow our guide to submit your reactivation request easily.
---

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# How To: Reactivate Your Deactivated Account Access

## Matador does not delete users. When someone leaves a dealership their profile is deactivated rather than removed, so the account still exists and can be switched back on.

### If you have access to the store they came from

You can do this yourself, and it starts with three questions to the person.

**1. Have you used Matador before, at another dealership?** If yes, ask which one. You need the store name to know where to look.

**2. What name did you go by there?** Bob Smith and Robert Smith are two different records. Search for the wrong one and you will conclude the profile does not exist.

**3. What is your new work email and cell number?** You will need both in a moment.

Then:

1. Switch to the store they named, open **Settings \> Users & Permissions**, and change the list to **Inactive**.
2. Find their profile and open it.
3. Replace the old email address and cell number with the new ones.
4. Under **Role and Access**, change the store to yours and save.
5. Switch to your store and set **User Status** back to active.

They will be messaged a link to set a new password.

---

### If you do not have access to that store

You will not be able to see the profile, so send it to us instead. We can search across organizations.

*What to include*

- The person's full name, as it was used at the previous dealership if you know it
- Their **previous** work email address
- Their cell phone number
- The dealership they are joining, and the role they need
- Approval from your General Manager

*Where to send it*

- Submit a ticket, or email **support@matador.ai**

Access requests are treated as high priority. You should have confirmation within 1 to 5 business hours.

---

### If the person never left your dealership

If someone's own account at your store has been switched off, an Admin or Manager at your dealership can turn it back on directly: **Settings \> Users & Permissions**, switch the list to **Inactive**, open the profile, and set **User Status** to active.

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