Why this happens
Hero doesn't delete staff accounts. Archiving turns off access but keeps the record, so your history stays intact.
Archiving only applies to the practice you're in when you do it. If the person works across several practices on Hero, they keep access to the others until you archive them there too.
Sign-in is handled by Kinde, our secure sign-in service. When you archive or unarchive someone, Hero updates Kinde in the background. Very occasionally that step fails without showing an error, so Hero looks right but the person is still blocked.
What you can do
To remove a leaver
You need Settings permissions to manage staff.
Go to Settings > System & account > Admin accounts.
Find the person, click Options, then Archive.
If they had access to other practices, switch practice using the dropdown in the top-left corner and repeat.
To give someone their access back
On the same page, click Archived administrators to see archived staff.
Find the person, click Options, then Unarchive.
Ask them to sign in. If they can't, contact us rather than sending new invites.
To change someone's name or email
You can edit a name under Options > Edit. Email addresses can only be changed by us.
When to contact us
Use the support form (https://herohealth.fillout.com/supportform?partner=Direct), with the person's email address and your practice name, if:
someone you unarchived still can't sign in
someone you archived can still sign in (please treat this as urgent)
you need an email address changed
Related articles
Manage admins
Multi-tenancy
Why can't my colleague see a menu or setting that I can see?