Missing users
Ticketopen
Vellacott Payments · Missing users
Femi Olatunji could not see three new team members in the user directory. Bethan Lister found a pending sync and triggered it on 9 Oct 2026; the ticket is still open.
What happened
What this says
As at Fri 9 Oct 2026Femi Olatunji could not see three new team members in the user directory. Bethan Lister found a pending sync and triggered it on 9 Oct 2026; the ticket is still open.
Problem: Femi Olatunji, data engineer at Vellacott Payments, added three people from the merchant onboarding and support teams, but they did not appear in the user directory, and the admin panel showed no errors.
Handling: Bethan Lister asked for the email addresses, then found a directory sync still pending. She triggered it manually on 9 Oct 2026 and asked Femi to retry; the record holds no reply confirming the users now appear.
Watch: The ticket is still open and the outcome is unknown. The record does not show the account's tier, so headroom for these users cannot be judged.
Details
Updated 9 Oct 26Trail
created · Femi Olatunji 7 Oct 2026 15:26Hi, I added some new people to the team last week and I'm trying to grant them access to the brain, but a couple of them aren't appearing in the user list. They're from the merchant onboarding and support teams. Can you help me troubleshoot? Is there a sync delay or something I'm missing? Cheers, Femi- Public reply · Bethan Lister 7 Oct 2026 23:17Hi Femi, I've picked this up. Can you give me the email addresses of the users who aren't showing? There can sometimes be a short delay if they were just added to your Slack or Google Workspace. I'll check if there's a sync issue. Thanks, Bethan
- Public reply · Femi Olatunji 9 Oct 2026 10:48Bethan, I've sent you the addresses in a separate email. Two of them were added to Slack last Monday, one joined the Google Workspace yesterday. I made sure they had the right groups assigned. Let me know if there's anything else I should check on my end. Cheers, Femi
- Public reply · Femi Olatunji 9 Oct 2026 12:37Just to add: I'm getting no errors in the admin panel when I try to provision them manually, but they're still not in the user directory. Should I be waiting longer for a sync? Or is this something else?
- Public reply · Bethan Lister 9 Oct 2026 14:27Femi, I found the issue. There was a sync scheduled to run this morning but it's still pending. I'll manually trigger it now and you should see all three users in the directory within the next few minutes. Can you try again and let me know if it's resolved? Thanks, Bethan