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juliaw
Contributor ⭐️⭐️⭐️⭐️
October 19, 2026
Question

Disappearing custom role

Hi Community!

We have a user who has been given a custom role manually. She has reported twice now that the access she’s been given is taken away. I’ve checked and the role I’ve assigned to her was not assigned anymore. Do you know how and why that could’ve happened? Has anyone experienced the same? Additionally, is there any way to check history logs on users? Perhaps there’s a way to see if the role was taken by accident or something else happened.

Thank you in advance!

7 replies

mitchell.gordon
mitchell.gordon
Expert ⭐️
October 19, 2026

Hello! Is it possible that your community assigns roles upon sign in to your community? There is a possibility that custom given role given manually gets removed in that process.

I have not heard of an audit log yet. This might need to be escalated to a ticket with support.

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juliawAuthor
Contributor ⭐️⭐️⭐️⭐️
October 19, 2026

Hi! We do have an integration in place where certain roles are assigned during registration. However, in this specific case, this role was given to an already existing user. She was using it for a while but all of a sudden the role was unassigned - this happened twice now. There is no possibility of anyone taking the role away as I’m the only person managing those.

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mitchell.gordon
mitchell.gordon
Expert ⭐️
October 19, 2026

I would recommend reaching out to support then to be sure that the roles are not flashing/updating everytime a user logs into your platform.

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Linsey M
Linsey M
Helper ⭐️
October 19, 2026

Hi ​@juliaw 

I have two possibilities that might have influenced this and you can check:

  • Check if other admins might have removed the role for that user
  • Check all the available ranks under gamification if anything is configured to remove the roles of a user

Hope this helps!

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    juliawAuthor
    Contributor ⭐️⭐️⭐️⭐️
    October 19, 2026

    Hi ​@Linsey M, thank you for your suggestions. I’m the only person managing the roles currently, so there is no way someone else removed it. If I remember correctly our ranks aren’t configured to remove any roles, but I’ll take a look just in case. Thank you!

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    Hagedorn
    Contributor ⭐️⭐️
    October 19, 2026

    Hi. I had this occur with some of our users. I couldn’t figure out the cause but once I did a ‘rebuild’ in the ranks area, the custom roles were fixed. Maybe worth a try?

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    juliawAuthor
    Contributor ⭐️⭐️⭐️⭐️
    October 19, 2026

    This could be the case for us. Good thing we were planning on redesigning those anyway! How did you figure out it was connected to the ranks? I assume your role was given to a specific rank. This is not a case for us, but I’ll try it anyway. Thank you!

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