Overview
If you receive the error message "You do not have permission to delete managed users" when attempting to delete a managed user from the Admin Console, it's likely that Box is preventing deletion because the user still has content that is retained by your enterprise retention policy. This can include items in Trash that are retained and therefore remain associated with the user until retention is removed or ownership is reassigned.
Resolution steps
Locate the retained content
- In the Admin Console or by using audit/log tools such as the Retention Report, identify files or items associated with the user that may be subject to retention. Retained items may be in the user's Trash.
Recover the item from Trash (if applicable)
- If the retained item is in the user's Trash, restore the item to recover it from Trash so you can change its ownership or manage it.
Reassign or remove ownership of the retained item
- Once recovered, assign the file(s) to another managed user or to a service account that is allowed to retain the content.
- Alternatively, if policy and compliance allow, work with your governance or compliance team to remove the retention hold from the item so it is no longer retained.
Confirm retention status
- Verify the item is no longer tied to the user as retained content. Depending on your tools, this may be visible in the Retention Report or via the Admin Console.
Delete the managed user
- Attempt the deletion again; successful deletion indicates retained content has been addressed.
If the transfer still fails after these are checked, please contact Support by submitting a ticket with the following information:
- The email address of the user whom you are trying to delete
- The email address of the user whom you are trying to transfer the contents to
- A screenshot of the error message
- Network capture taken when trying to delete the user