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INTERNAL ONLY | AI SUPPORT ARTICLE | Account Deactivation, Reactivation, and Eligibility

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Why Accounts Are Deactivated

An account may be deactivated when it no longer meets the marketplace's eligibility requirements. Common reasons include:

  • Background check findings: A new or updated background check returned results that affect marketplace eligibility
  • Multiple Do Not Return (DNR) requests: Accumulating DNRs from several workplaces may lead to deactivation
  • Compliance or credential issues: Required documents expired or were revoked, and weren't renewed within the allowed window
  • Extended inactivity: Accounts with no marketplace activity for an extended period may be deactivated
  • Trust & Safety review: An incident was reported and reviewed by the Trust & Safety team
  • Duplicate accounts: Only one active account is allowed per person

To check your account status, tap "Account" in the Clipboard app. If deactivated, a banner or message will explain the reason.

What Happens When an Account Is Deactivated

  • All upcoming booked shifts are automatically removed from the calendar
  • The account cannot view, book, or be invited to shifts
  • Any pending payments for completed and verified shifts are still processed — deactivation does not affect earned payments
  • Access to "Earnings," "Payout Settings," and Stripe remains available to view payment history and update bank details

Reactivation Process

Reactivation depends on the deactivation reason. Not all accounts are eligible for reactivation.

Background check deactivation:

  1. Check the in-app notification or email for details on the background check finding
  2. If you believe the finding is incorrect, you can dispute it directly with the background check provider — instructions are included in the notification
  3. Once the dispute is resolved and the background check is cleared, the account is reviewed for reactivation
  4. Contact the Support Team after filing a dispute so they can track the case

DNR-related deactivation:

  1. Contact the Support Team to understand which DNRs are on your account
  2. DNR decisions are made by workplaces, not by the marketplace. Clipboard cannot reverse a workplace's DNR
  3. If DNRs are reversed by the workplaces that issued them, the account may become eligible for reactivation

Credential or compliance deactivation:

  1. Check "Account" → "Documents" for any expired or missing credentials
  2. Upload or renew the required documents
  3. Contact the Support Team after uploading — they can confirm what's still needed

Inactivity deactivation:

  1. Contact the Support Team to request reactivation
  2. You may need to complete updated onboarding steps (background check, credential verification)

Trust & Safety deactivation:

These decisions are made by the Trust & Safety team and are generally final. Contact the Support Team if you believe the decision was made in error.

Deactivation vs. Restriction

Deactivation and account restriction are different:

  • Restriction: Temporary. The account's Clipboard Score reached zero. Lasts 7 or 365 days. The account can still receive direct workplace invitations during a restriction. See the Attendance, Cancellations, and Score Recovery article for details.
  • Deactivation: The account is fully inactive. No shift access at all, including invitations. Requires a reactivation review.

I Had a Shift Booked — What Now?

If your account was deactivated while you had an upcoming shift booked:

  • The shift is automatically removed from your calendar
  • The workplace is notified of the cancellation
  • No Clipboard Score deduction is applied for shifts canceled due to deactivation
  • If you were mid-shift when deactivation occurred, complete the shift normally and submit your timesheet. Payment for completed work is still processed

Checking Reactivation Status

  1. Contact the Support Team by tapping "Account," then "Get Help," then "Contact Support"
  2. Ask for the current status of your reactivation request
  3. Include: your full name, the email associated with your account, and any reference numbers from previous conversations

Reactivation review timelines vary. Background check disputes may take several weeks. Credential-based reactivations are typically faster once documents are uploaded.

Technical Issues with Deactivated Accounts

App says "deactivated" but you didn't receive a notification:

  1. Check your email (including spam/junk folders) for a deactivation notice
  2. Check in-app notifications under "Account" → "Get Help"
  3. If no notification exists, contact the Support Team — there may be a system sync delay

Can't access the app at all:

  • Deactivated accounts can still log in to the app to view earnings, contact Support, and check status
  • If you can't log in, try resetting your password
  • If that doesn't work, email support@clipboardhealth.com from the email associated with your account

Account shows "deactivated" but reactivation was approved:

  1. Force-close and reopen the Clipboard app
  2. Check your internet connection — the status update requires connectivity to sync
  3. If still showing deactivated after 1 hour, contact the Support Team