Executive Summary

Losing access to your PyjamaHR account because a key team member (such as the Super Admin or account owner) has left is a common challenge for growing teams. This guide provides step-by-step instructions and best practices for regaining control, transferring Super Admin rights, and ensuring business continuity—without risking data loss or unnecessary downtime.

Detailed Overview

What Is Account Recovery in PyjamaHR?

Account recovery in PyjamaHR refers to the process of regaining administrative access to your company’s PyjamaHR account when the primary Super Admin or key user has left the organization, and their email is no longer accessible. This is critical for:

Maintaining uninterrupted access to job postings, candidate data, and team management features
Ensuring only authorized personnel can manage billing, integrations, and sensitive settings
Avoiding delays in hiring or subscription renewals

When to Use This Process:
- The Super Admin has resigned, is on extended leave, or their email is deactivated
- You need to transfer ownership to a new team member
- You cannot perform key actions (e.g., close jobs, manage billing, invite/remove users) due to lost access

Integration with Other Features:
- Team management (Settings > Team Members)
- User roles and permissions (Super Admin, Admin, Recruiter, Guest)
- Subscription and billing management
- Integrations (e.g., LinkedIn, email)

Step-by-Step Guide: Recovering Access When a Key Team Member Leaves

Prerequisites

You must be an existing user on the PyjamaHR account or have proof of company association (e.g., company email, registration docs)
If possible, coordinate with the departing team member before they leave to transfer access

Scenario 1: The Departing Super Admin Is Still Reachable

Best Practice: Always transfer Super Admin rights before the team member leaves.

Log in as the current Super Admin.
Go to Settings > Team Members.
Click Add Member.
Enter the new Super Admin’s work email.
Set Access Type to Super Admin.
The new user receives an invite—ask them to complete signup immediately.
Once the new Super Admin is onboarded, the departing user can:
- Remove their own account (if desired) by clicking the three dots next to their name and selecting Remove.
- Or, downgrade their access type.
Important: Complete both steps within 20 minutes to avoid being charged for an extra user seat.

Screenshot Callouts:
- “Add Member” button in Team Members
- Access Type dropdown showing “Super Admin”
- Three-dot menu for removing a user

Scenario 2: The Departing Super Admin Is Not Reachable, But Their Email Is Still Active

Attempt Password Reset:
- Go to the PyjamaHR login page.
- Click Forgot Password.
- Enter the Super Admin’s email.
- Access the reset link from the company’s email system (if you have admin rights to the mailbox).
Log in and follow Scenario 1 to transfer Super Admin rights.

Scenario 3: The Departing Super Admin’s Email Is Deactivated or Unavailable

Contact PyjamaHR Support for Account Recovery:
- Email or chat with PyjamaHR support.
- Provide:
- Your company name and domain
- Proof of company association (e.g., business registration, LinkedIn company page)
- Reason for access recovery (e.g., “Super Admin left and email is deactivated”)
- Support will verify your identity and may request additional documentation.
Support will update the Super Admin email to your new designated user.
Log in with the new Super Admin account and review team members, permissions, and billing.

Real Example:

“We no longer have access to the super admin email account and PyjamaHR account as well. We kindly request you to update the Super Admin email ID to: [email protected]”
— PyjamaHR Support: “We can help update your super admin email, but first we need to verify your account for security. Please provide your company’s registration document and LinkedIn URL.”

Scenario 4: The Departing User Was Not the Super Admin, But Owned Key Data

Remove the departed user:
- Go to Settings > Team Members.
- Click the three dots next to their name and select Remove.
Add a new user:
- Click Add Member.
- Enter the new user’s work email and assign the appropriate access type.
Data Ownership:
- All jobs, candidates, and activity remain with the company account.

Scenario 5: No One Has Access (All Admins Left or Emails Lost)

Contact PyjamaHR Support:
- Provide as much company verification as possible.
- Support may require legal or HR documentation to verify your request.
Support will assist in restoring access to a new Super Admin.

Advanced Usage & Best Practices

Always use a shared or role-based email (e.g., [email protected]) for Super Admin accounts to avoid single points of failure.
Regularly review and update team member roles in Settings > Team Members.
Document your PyjamaHR account ownership and access process in your internal IT/HR policies.
Complete Super Admin transfers within 20 minutes to avoid extra charges.
If using email aliases or group emails, ensure you can receive password reset emails.
Remove departed users promptly to maintain security and compliance.

Troubleshooting & Common Issues

Common Error Messages & Solutions

“Unable to reset password”
Confirm the email is still active and accessible.
If not, proceed to contact support with company verification.
“Guest user access only”
You need to be invited by a Super Admin. If none are available, contact support.
“No Super Admin available”
Contact support with proof of company association.
“Page goes blank when trying to pay”
Try a different browser or clear cache. If the Super Admin is unavailable, request access transfer via support.

What If Scenarios

What if the Super Admin left suddenly and no one else has admin rights?
Contact support with company verification documents.
What if the Super Admin’s email is a group/alias?
Ensure someone can access the group inbox for password resets.
What if the Super Admin is on extended leave (e.g., maternity leave)?
If reachable, have them transfer access as in Scenario 1. If not, contact support.

Comprehensive FAQ

1. Who is my Super Admin? How do I find out?
Go to Settings > Team Members. The Super Admin is listed with the “Super Admin” access type.

2. Can PyjamaHR support transfer Super Admin rights for me?
Yes, but only after verifying your company identity for security.

3. What if the Super Admin’s email is deactivated?
Contact support with proof of company association.

4. Will I lose any data if I remove a user?
No, all jobs and candidate data remain with the company account.

5. Can I transfer jobs and data from a departed user to a new user?
Yes, by removing the old user and adding the new one. Data remains with the account.

6. How do I avoid being charged for extra users during transfer?
Complete the add/remove process within 20 minutes.

7. What if I don’t have access to the departed user’s email for password reset?
Contact support for manual verification and transfer.

8. Can I use a shared email as Super Admin?
Yes, but ensure the inbox is monitored and accessible for password resets.

9. What if I need to change the Super Admin email to a new domain?
Invite the new email as Super Admin, complete onboarding, then remove the old one.

10. Can I remove myself as Super Admin?
Yes, after transferring Super Admin rights to another user.

11. What happens if all users leave and no one has access?
Contact support with company verification to restore access.

12. Is there a way to automate Super Admin transfers?
Currently, transfers must be done manually or with support assistance.

Team Management: Regularly review and update user roles in Settings > Team Members.
Billing & Subscription: Only Super Admins can manage billing. Ensure access is up to date before renewals.
Integrations: Super Admins manage integrations (e.g., LinkedIn, email). Update access as needed.
Security: Use company-managed emails for critical roles.

Summary Table: Recovery Pathways

Scenario	Action Steps	Who Can Do It?	Time to Complete
Super Admin still available	Add new Super Admin, remove old one in Settings > Team Members	Current Super Admin	~5 minutes
Super Admin email active, user gone	Reset password, log in, transfer access	IT/Admin with email	~10 minutes
Super Admin email deactivated	Contact support with company verification	Any company rep	1-2 business days
No admins left	Contact support with company verification	Any company rep	1-2 business days
Non-admin user left	Remove user, add new one in Settings > Team Members	Any Admin/Super Admin	~5 minutes

Still need help?
If you’re unable to recover access using these steps, contact PyjamaHR Support with your company details and situation. Our team will guide you through secure account recovery.

Proactive Tip:
Schedule a quarterly review of your PyjamaHR team members and Super Admin assignments to prevent future access issues!

This article is based on real customer scenarios and PyjamaHR support best practices as of June 2024.

Recovering Access to Your PyjamaHR Account When a Key Team Member Leaves (Super Admin/Account Owner)