Why are new users on my domain not getting backed up?

If the backup is not turned on either at the domain level or the organization unit level, the users will not be backed up. Follow these steps to turn on backup:

  1. Organization Unit (OU) level:
    1. Click “Backup”→“Settings”→“Manage Users” and click “ORG UNITS.”

      start backup issue_manage users
    2. Click “ORG UNITS” and toggle the “AUTO BACKUP” to “ON” for the required Org Unit name.

      Configure backup settings for org units
    3. Click “Yes.”

      Auto backup status
  2. Domain level:

    1. Click “Backup”→“Settings”→“Backup settings.”

      Start backup issue_backup settings-1
    2. Under “Licenses,” toggle the “Add new Domain users” to “ON.”



  1. If new users are added to the admin console, it will take at least 24-36 hours for the new users to be synced to the backup application.
  2. If you are using a license-based plan, check if you have exhausted the number of available credits. To know the license count, click here.