Prerequisites
To troubleshoot directory sync, you'll need to:
Be a Global Admin in Kadence
Have admin access to your identity provider (such as Okta, Microsoft Entra ID, or Google Workspace), or work with your IT team
Setting up directory sync for the first time? Start with our Directory Sync Setup Guide.
Start Here: Check the User's Sync Status
Before changing anything, check what Kadence is receiving from your identity provider:
Go to Settings → Integrations
Under Directory Sync, click the three dots and select View Directory Sync
Search for the user and check their status
If the user isn't listed, or shows as inactive, Kadence hasn't received an active record for them. The fix needs to be made in your identity provider, using the sections below.
A User Isn't Appearing in Kadence
Check the Basics
In your identity provider, confirm that:
The user is assigned to the Kadence app, either directly or through an assigned group
The user has a first name, last name, and email address. Users missing any of these are skipped
Enough time has passed for the sync to run. To speed this up, see Force or Speed Up a Sync below
A Re-enabled User Still Isn't Showing
When a user is suspended, deactivated, or unassigned in your identity provider, Kadence removes them. Some identity providers don't fully delete the user's record when this happens. Instead, they mark it as inactive (a "soft delete"). That inactive record still holds the user's unique ID.
If the user is then added back as a new user, rather than by reactivating their original record, your identity provider tries to create a second record with the same ID. This is rejected as a duplicate, so the user never reaches Kadence.
To restore the user:
Reactivate the user's original record in your identity provider, rather than creating a new one
Make sure they're assigned to the Kadence app
Force a sync for that user (see below)
If that doesn't work, fully delete the old inactive record of the user from the Kadence app in your identity provider (not just deactivate it), then assign the user again. If you're still stuck, contact [email protected] with the user's current and previous email addresses.
A restored user may come back as a new account in Kadence. Any bookings canceled when they were removed won't be restored, so they may need to rebook.
Force or Speed Up a Sync
Kadence picks up changes from your identity provider automatically, which can take up to 24 hours. If a new starter needs access sooner, you can trigger a sync for them from your identity provider.
Kadence can't start a sync from our side. Changes are sent from your identity provider, so a sync must be triggered there.
Microsoft Entra ID
In the Microsoft Entra admin center, go to Enterprise applications and open your Kadence app
Select Provisioning → Provision on demand
Search for the user and click Provision
Okta
Go to Applications and open your Kadence app
On the Assignments tab, confirm the user is assigned, either directly or through a group
If the user's group is pushed to Kadence, go to the Push Groups tab, select the group, and click Push Now
Check Dashboard → Tasks for any failed provisioning tasks for the user and retry them
Google Workspace
Google Workspace changes are collected on a schedule and can't be triggered manually. Allow up to 24 hours for changes to appear.
SFTP
Upload an updated CSV file that includes the new user. See our SFTP Directory Sync Setup Guide for details.
Show a Preferred Name Instead of First and Last Name
Kadence shows each user's first name and last name as sent by your identity provider. Synced users can't edit their name in Kadence, so name changes must be made in your identity provider.
To show a preferred name, change which field your identity provider sends as the first name:
In your identity provider, open the attribute mappings for the Kadence app
Find the attribute mapped to givenName (first name)
Change its source to the field that holds the preferred name, such as a nickname or preferred name field
Save your changes, then force a sync to check the result
Last name is required and can't be left blank. Avoid mapping a display name that contains the full name (for example, "Jane Smith") to the first name, or users will appear as "Jane Smith Smith". Every user needs a value in the field you choose, or they won't sync.
For more on how attribute mappings work, see Custom Attribute Mapping for Teams.
Common Sync Errors
Error or symptom | Likely cause | How to fix it |
"Another user already exists with this external ID" | The user was added back as a new user, but an inactive record with the same ID still exists | Reactivate the original record, or fully delete the inactive one, then sync again. See A Re-enabled User Still Isn't Showing |
User disappeared after an email change | In Okta, changing the username from the app assignment can deactivate the user and try to re-create them | Change usernames on the user's profile (Directory → People) instead. To recover the user, follow the duplicate fix above |
Name shows as "Not available" | First or last name isn't mapped correctly | Check the givenName and familyName mappings in your identity provider |
User never syncs | First name, last name, or email is missing | Fill in the missing fields in your identity provider |
Two accounts for one person | The user's email changed domain, or the field mapped to username was changed | Contact [email protected] before changing username mappings, or to clean up duplicates |
Users Losing Access Unexpectedly
Kadence removes a user when your identity provider tells us they're no longer active. If someone loses access, check what changed in your identity provider:
Action in your identity provider | What happens in Kadence |
Removed from a synced group, but still assigned to the Kadence app | The user stays in Kadence but is removed from that team |
Removed from the only group that assigns them to the Kadence app | The user is no longer assigned, so they're removed from Kadence |
Unassigned from the Kadence app | The user is removed from Kadence |
Suspended or deactivated | The user is removed from Kadence |
Username or email changed from the Okta app assignment | The user may be removed and fail to sync back. See Common Sync Errors |
To restore access, reassign or reactivate the user in your identity provider, then force a sync.
What Happens to Bookings When a User Is Removed
When directory sync removes a user, there's a 24-hour grace period before they're fully removed from Kadence. After that:
All upcoming bookings made by or for the user are canceled
Personal information is removed from their past bookings
Booking records are kept for analytics and occupancy insights, without user details
Removed someone by mistake? Restore them in your identity provider within 24 hours to keep their upcoming bookings.
For more detail, see How to Manage Users.
Frequently Asked Questions
Can Kadence support force a sync for us?
Can Kadence support force a sync for us?
No. Directory sync changes are sent from your identity provider, so a sync must be triggered there. See Force or Speed Up a Sync above.
Can I edit a synced user's name in Kadence?
Can I edit a synced user's name in Kadence?
No. Names for synced users are controlled by your identity provider. Update them there, and the change will sync to Kadence.
Can I delete a synced user from Kadence?
Can I delete a synced user from Kadence?
No. Unassign, suspend, or deactivate them in your identity provider instead. See How to Manage Users.
A user is in Kadence but not in the right team. Why?
A user is in Kadence but not in the right team. Why?
Team membership comes from your directory groups or attribute mappings. Check Custom Attribute Mapping for Teams. To add or remove someone without changing your directory, see Manually Manage Directory Users in Attribute-Based Teams.
How long should I wait before contacting support?
How long should I wait before contacting support?
Most changes appear within 24 hours, but in rare cases they can take up to three days. If you've checked the steps above and waited longer than three days, contact [email protected].
Need Help?
For support, reach out to:
📩 [email protected]
For more helpful articles see:
📚 Kadence Help Center