Users added to 15Five before SCIM was enabled may not update or de-provision correctly because Google Workspace has no record of their membership in 15Five.
Diagnose
Check: User existed in 15Five before SCIM was enabled → How to check: Compare the user's 15Five account creation date against the date SCIM was enabled on the account. → If true: Google Workspace is not tracking this user. Proceed to Fix. → If not: The cause is different. See Not Covered Here.
Fix
- Open Google Workspace and navigate to the 15Five non-gallery app.
- Locate the Provisioning settings for the app.
- Select Clear current state and restart synchronization.
- Save the non-gallery app.
> Warning: This action can remove users from 15Five if they are not individually assigned to the non-gallery app in Google Workspace. Confirm all affected users are assigned before proceeding.
- Verify that every pre-SCIM user is assigned to the 15Five non-gallery app in Google Workspace.
- Re-import any unassigned users into Google Workspace before saving.
What Resolution Looks Like
After the sync restarts, Google Workspace recognizes the previously untracked users. Profile updates and de-provisioning actions in Google Workspace propagate to 15Five on the next sync cycle. No check-ins, objectives, or other user-generated content are affected by the re-import.
If It Still Fails
Contact 15Five Support at support@15five.com. Provide the following:
- The affected user's email address and 15Five account creation date
- The date SCIM was enabled on the account
- Any error messages shown in the Google Workspace provisioning logs
Not Covered Here
This article covers only pre-SCIM users who are not tracked by Google Workspace. For manager fields not syncing, see Why aren't my managers syncing via Google Workspace SCIM. For general SCIM setup, see Set up SCIM provisioning with Google Workspace.