Old Users Appearing in Staff Onboarding

Summary

When setting up Staff Onboarding in the Compliance Centre, you may notice former staff members — people who have already left your firm — still appearing in the list. This can make it harder to work out who actually needs to be onboarded, and risks actioning the wrong accounts by mistake.

Why This Is Happening

The Compliance Centre automatically pulls through everyone who has a user account saved in your firm's Settings. It doesn't distinguish between current and former staff — if an account exists, it will appear in the onboarding list.

If a staff member's account wasn't removed from Settings when they left the firm, it will continue to show up here until it is deleted.

How to Fix This

To ensure your accounts are set up correctly and avoid duplicate users, follow these steps for both the InfoTrack and triSearch platforms or integrated Practice Management Software:

InfoTrack and triSearch platforms

1. Navigate to the gear Settings icon in the top-right corner.
2. Select Users from the left panel menu.
3. Find and select the affected staff member
4. Click Delete user.
5. Click Delete to remove their account.

Integrated Practice Management Software

1. Click the person icon in the top-right corner.
2. Click Settings.
3. Select Users from the left panel menu.
4. Find and select the affected staff member
5. Click Delete user.
6. Click Delete to remove their account.

Once removed, they will no longer appear in the Staff Onboarding section. We recommend doing this whenever a staff member leaves your firm to keep your user list up to date.

Things to Look Out For

• Unfamiliar names in the onboarding list — if you see staff members you don't recognise or who you know have left the firm, their accounts are likely still active in Settings.
• More users than expected — if the number of people appearing in Staff Onboarding seems higher than your current headcount, this is a sign there may be old accounts that haven't been cleaned up.
• Risk of actioning the wrong account — accidentally completing onboarding steps for a former staff member could affect your compliance records.