Overview of Problem
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 caused by the user still owning content that is retained by one of your enterprise’s retention policy. This can include items in the user’s Trash.
Process for Resolution
- Identify and locate 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 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
- Reassign files to another managed user or to a designated service account that may hold retained content.
- Alternatively, if policy permits, coordinate with your governance/compliance team to remove the retention hold on the item so it is no longer retained.
Outcome
- Deletion succeeds once all retained items are either reassigned or retention removed; the user account is removed from the enterprise.
- If unresolved, Support can investigate with the requested artifacts. If needed, submit a ticket with Support that includes:
- Email of the user you’re trying to delete
- Email of the user you’re transferring contents to (if applicable)
- Screenshot of the error message
- HAR Network capture
Alternatives
- Workaround: Create/assign a service account to receive retained content and transfer ownership, then delete the user.
- Escalation: Open a Box Support ticket with requested details and network capture if internal remediation fails.