How to respond to the "Sorry, you can not invite deactivated users to collaborate." Box collaborator invitation error

This article introduces the "Sorry, you can not invite deactivated users to collaborate." error in Box.

Error Description

The error we will discuss is a rare error that occurs when a collaborator (external user) is invited to a specific folder/file in Box. As shown in the image below, the error message "Sorry, you can not invite deactivated users to collaborate." is displayed and the user cannot be invited.

Causes of the error (2 patterns)

Pattern 1: A managed user has been disabled (deactivated) by the tenant administrator

As shown in the image below, this error message appears when a managed user has been disabled (deactivated) in the "Users and Groups" section of the management console.

In this case, the tenant's Box administrator will take care of the problem and change the status of the user to active so that the user can be invited as a collaborator in Box.

Pattern 2: Deactivation of a Box account as a result of the user's own deletion

If a user's Box account is deleted by the user, the account will be inactive in Box's system for approximately 120 days. If you are invited as a collaborator while in this state, the above error will occur. This is especially likely to occur if you had a free account in the past and deleted it.

If the deleted user requests it, the account can be reactivated by Box. If the account is reactivated, the user will of course be able to be invited as a collaborator.

After 120 days, the account will be deactivated and you will be able to use it as a new Box account, and you will be able to invite people as collaborators.

Please note that in both cases, previously used data will not be restored.

General measures to be taken

First, please check to see if Pattern 1 is the case. If it is Pattern 1, the administrator can take action. Please change the user's "Status" to "Active" and invite the user as a collaborator again.

On the other hand, if it is not Pattern 1, the normal procedure is for the user himself/herself to contact Box directly for support and reactivate his/her account.

However, there are some Box distributors who can reactivate your account on your behalf based on the evidence of your request. If you have purchased Box from us, we welcome such consultation.

Also, when making a request, please contact us with the following information to speed up the process.

• User's name
• User's email address
• Date the user was deleted (MM/DD, YYYYY)
• Evidence that the user wishes to reactivate his/her Box account (e.g., email data)

End.

Note that if neither Pattern 1 nor Pattern 2 is the case, there is a possibility of a failure, in which case please contact the Box purchase source.