Payer User Deletions

There may be times when you need to remove a user from your payer account - for example, if an employee leaves your organization.

User deletions are now completed by the PaymentWorks Support Team to ensure system integrity and preserve audit history.

Because users may have invitations, approvals, or updates tied to their accounts, removing them without review can create gaps in workflow history, reporting, and audit records. It is important to understand the user’s activity before requesting deletion.

The below outlines each possible user activity status, the criteria associated with that status, and the recommended actions PaymentWorks advises. Use it as a guide to determine the appropriate next step for your situation.

User Activity Status and Recommended Next Steps

1. No Invitations or Approvals

   1. Criteria:

      1. The user has not created any invitations

      2. The user has not approved or rejected any invitations, NVRs, or updates

   2. Recommended Action: The user may be safely deleted with no system or audit impact. Please contact Customer Support to request the deletion of this user.

2. Invitations Created, No Approvals

   1. Criteria:

      1. The user has created invitations

      2. The user has not approved or rejected any invitations, NVRs, or updates

   2. Recommended Action: Invitation ownership must first be transferred to an alternate active user. Please contact Customer Support to request invitation ownership be transferred and provide the specific user these invites should be transferred to. Once ownership has been reassigned, you may request the original user be deleted.

3. Approvals or Rejections Present

4. 1. Criteria:

      1. The user has approved or rejected invitations, NVRs, or updates

   2. Recommended Action: Deletion is not recommended. Removing the user will create gaps in audit records and approval history. We recommend:

      1. Waiting until new deletion functionality becomes available, or

      2. Removing all system access from the user. Removing access prevents future activity while preserving historical audit data.

If you have any questions or would like assistance reviewing a specific user before submitting a request, our team is happy to help.