Summary: A user can show no role assigned, labelled "null user", for a few different reasons — most commonly when a department or location they were tied to is removed, when they've just logged in for the first time, or when an admin has offboarded them by removing all their roles. In every case, this does not mean the user's account has disappeared — it just means they currently have no role, and an admin needs to assign one before they can use AXP fully.
Permissions Required: Brand Admin or Location Admin
Steps to check
Go to Settings > Users in AXP.
Filter by 'Unassigned' to find the user showing no role
Click on their profile to open their user details.
Assign them the correct role for their department or location (e.g. Converser, Location Admin).
Click Save. The user can now access AXP with their new role.
Common Questions
Q: Why does a user in my Users list show no role, or "null user"?
A: This can happen for a few reasons:
a department or location they were assigned to was deleted (removing their only role),
they've just logged in to AXP for the first time and haven't been assigned a role yet, or
an admin has offboarded them by removing all their roles.
In every case, the user's account is not deleted — they just have no role.
Q: Does this mean the user has been offboarded or removed from my property?
A: No. The user's account still exists, but it needs a new role assigned. They won't be able to log in or use AXP properly until a role is assigned.
Q: How do I fix this?
A: Go to Settings > Users, find the affected user, and assign them the correct role for their department or location.
Q: I removed a department, and now some of my users have no role. Is this expected?
A: Yes. This is expected behaviour when a department is deleted while it's still a user's only role. Before deleting a department, check who is assigned to it so you can reassign their roles straight away.
💡 Tip: Before deleting a department, reassign or remove its users first. This avoids users being left without a role afterwards.
Q: Why might my user counts look different across reports or exports?
A: Some reports only count users who currently hold an active role, so users without a role assigned may not appear the same way in every report. If your numbers look off, check your Users list for anyone showing "null user" or no role, and assign them a role.
Q: A new user just logged in for the first time and can only see "Help & Support" and "Logout". What's wrong?
A: This is expected. When a user logs in for the first time, they start with no role assigned, so AXP only shows them Help & Support and Logout. An admin needs to go to Settings > Users and assign the user a role (e.g. Converser, Location Admin) before they can see the rest of AXP's tabs, such as Conversations or Request.
Q: How do I offboard a user?
A: To offboard a user, an admin can remove all of their roles from Settings > Users. This soft-deletes the user on the platform — their account is no longer active, but they remain visible as a "null user" rather than being permanently deleted. To fully remove the user, admin can remove user's access to the work email address.