Remove User Access from Crazy Egg

Remove User Access

Follow this procedure when a team member should no longer access Crazy Egg. Properly offboarding users protects your account from unauthorized activity, maintains compliance with security policies, and ensures continuity of heatmap and session recording workflows.

Removing a user from Crazy Egg is permanent. Once removed, you cannot restore their login credentials or access history. Always document the removal and ensure critical workflows are transferred before proceeding.

When to Remove Users

Remove Crazy Egg access when:

• An employee leaves the organization (resignation, termination, or retirement).
• An agency or consultant contract ends and they no longer manage CRO or UX optimization.
• A user changes roles and no longer requires Crazy Egg access.
• Security or compliance teams request removal due to policy violations or audit findings.
• A temporary contractor's project concludes and their access is no longer needed.
• The user has been inactive for 90+ days and your organization enforces periodic access reviews.
• License optimization: Removing inactive users to free up paid seats.
• Team member no longer needs access to specific snapshots or recordings.

Deactivation Triggers

Common triggers that should prompt immediate user removal:

• Employee termination: Revoke access on the same day to prevent unauthorized viewing of user behavior data.
• Contract termination: Remove agency or consultant users within 24 hours of contract end.
• Role change: If a designer or marketer transitions to a non-digital role, remove their access entirely.
• Security incident: If credentials are compromised or suspicious activity is detected, immediately remove access.
• Quarterly access review: Remove users who haven't logged in for 90+ days or are no longer with the organization.
• License consolidation: Remove users to reduce subscription costs when downsizing.

Pre-Removal Assessment

Before removing a user, complete this assessment to avoid disrupting optimization workflows:

Identify owned assets

Check whether the user owns or created:

• Snapshots: Heatmap or scroll map snapshots they created
• Recordings: Session recording configurations they set up
• A/B tests: Tests they're currently managing or analyzing
• Reports: Custom reports they built
• Integrations: Third-party connections they configured
• Shared links: Public report links they generated

Transfer ownership

For Crazy Egg, most snapshots and recordings are account-level assets rather than user-owned. However:

1. Document which snapshots or tests the user was actively managing.
2. Reassign responsibility for ongoing A/B tests to another team member.
3. Update team documentation about who owns which optimization projects.
4. Save any critical reports or insights they created before removal.

Important: While Crazy Egg doesn't have formal asset ownership like some platforms, ensure someone else on the team knows about active tests and can continue them.

Review current access level

1. Go to Account → Team in Crazy Egg.
2. Identify the user's current role:
   • Owner: Full account control including billing and user management
   • Admin: Can create snapshots, recordings, and A/B tests
   • Member: Standard access to view and create content
3. If they're the only Owner, you must assign a new Owner before removal.

Confirm approval

Obtain written approval from:

• The user's manager or department head
• HR or Finance if due to termination or contract end
• Security or Compliance if part of an audit
• Account Owner if removing an Admin or Owner role

Save the approval email or ticket for your access log.

Removal Steps

Once you've completed the pre-removal assessment:

Step 1: Access team management

1. Sign in to Crazy Egg as an Account Owner or Admin with user management privileges.
2. Navigate to Account → Team in the top navigation.
3. Locate the user in the team members list.

Step 2: Review current access

1. Find the user's row in the team table.
2. Review their:
   • Email address
   • Role (Owner, Admin, Member)
   • Date added (if visible)
   • Last activity (if tracked)
3. Screenshot this page for your access log before making changes.

Step 3: Remove the user

1. Find the user's row in the team table.
2. Click the Remove button next to their name.
3. Crazy Egg will prompt you to confirm the removal.
4. Click Confirm or Remove to proceed.
5. The user will immediately lose access to all Crazy Egg snapshots, recordings, and account settings.

Note: If you're removing the only Account Owner, you must first promote another user to Owner.

Step 4: Handle Owner role transfer

If removing a user with Owner role:

1. Before removing: Promote another trusted user to Owner role.
2. Go to their row and change role to Owner.
3. Verify the new Owner can access billing and team settings.
4. Then proceed to remove the original Owner.

Every account must have at least one Owner at all times.

Step 5: Verify removal

1. Refresh the Team page and confirm the user no longer appears.
2. Verify they cannot log in (if possible to test).
3. Screenshot the updated Team list showing the user removed.

Step 6: Revoke shared links

If the user created public report links:

1. Review any public links they may have shared externally.
2. Navigate to each snapshot and check for shared access.
3. Revoke or regenerate any public links they created if they pose a security risk.
4. Update stakeholders with new links if needed.

Post-Removal Tasks

After removing the user:

Update documentation

• Access log: Record user email, date removed, reason, approver name, active projects transferred.
• Team roster: Update your internal team roster or org chart.
• Project documentation: Update any documents that listed the removed user as a contact or owner for specific optimization projects.
• Runbooks: Update SOPs that referenced the removed user.

Notify stakeholders

• Inform the user (if appropriate) that their Crazy Egg access has been revoked.
• Alert the team who will take over their snapshots or A/B tests.
• Update stakeholders who may have been receiving reports from the removed user.

Audit remaining users

• Scan the Team list for other accounts that may need removal or role downgrade.
• Flag users with Admin or Owner access who no longer require it.
• Identify users who haven't logged in recently (may need to request activity data from Crazy Egg support).

Review account usage

1. Check the billing section for current license count.
2. Verify removal freed up a seat if needed for a new team member.
3. Consider downgrading your plan if multiple users were removed and seats are no longer needed.

Schedule next review

• Add the removal to your quarterly access review log.
• Set a reminder to review all Crazy Egg users in 90 days.
• Include Crazy Egg access in your standard onboarding/offboarding checklists.

Emergency Removal Procedures

For immediate security threats (compromised credentials, malicious activity):

1. Immediately remove the user without waiting for project transfer.
2. Change account password if you suspect the main account was compromised.
3. Revoke all public links they may have shared.
4. Review recent activity for any suspicious data exports or snapshot deletions (contact Crazy Egg support for activity logs if needed).
5. Notify security team and document the incident.
6. Reassign active projects after the emergency removal.

Troubleshooting

Cannot remove user because they're the only Owner:

• Promote another user to Owner first.
• Then remove the original Owner.
• Every account must have at least one Owner.

User was removed but can still log in:

• Verify you removed the correct email address.
• Check if they have access through a different email or account.
• Contact Crazy Egg support if the issue persists.
• Clear browser cache and cookies, then test again.

Need to restore a removed user:

• Removal is permanent; you cannot undo it.
• Send a new team invitation to re-add them.
• They'll need to accept the invitation again.
• Previous activity history may not be fully restored.

Removed user still receiving email reports:

• Check email report settings for each snapshot.
• Remove their email from report recipient lists.
• Update scheduled report configurations.

Cannot find the Remove button:

• Verify you're signed in as an Owner or Admin.
• Some plans may restrict user management to Owners only.
• Contact Crazy Egg support if you still can't access team management.

Best Practices

• Remove access on the same day as termination or contract end.
• Always transfer active projects before removing team members to avoid disruption.
• Screenshot before and after every removal for compliance documentation.
• Run quarterly access reviews to catch stale accounts and optimize license usage.
• Document every removal with date, reason, and approver.
• Maintain at least 2 Owners to prevent account lockouts.
• Review shared links regularly and revoke any that pose security risks.
• Audit after major team changes to ensure access levels match current needs.

Common Use Cases

Employee termination

1. Receive termination notification from HR
2. Review user's current Crazy Egg access and active projects
3. Document which snapshots, tests, or recordings they were managing
4. Assign ongoing projects to their manager or another team member
5. Remove the user from Crazy Egg team
6. Revoke any public links they shared
7. Document removal with HR ticket reference
8. Update team roster and project documentation

Agency or consultant contract ends

1. Confirm contract end date with procurement or project manager
2. Review which snapshots and A/B tests they have access to
3. Transfer knowledge about active tests to internal team
4. Remove user from Crazy Egg team
5. Revoke any shared public links they created
6. Update vendor contact list
7. Document removal with contract reference
8. Conduct knowledge transfer session if needed

Role change to non-CRO/UX role

1. Confirm the role change with HR or manager
2. Assess if they need any continued access (usually no)
3. Document their active projects and transfer ownership
4. Remove user from Crazy Egg
5. Document the change with role change effective date
6. Update team documentation and org chart

Quarterly access review cleanup

1. Export current Team list from Crazy Egg (manually document or screenshot)
2. Cross-reference against HR roster and active employees
3. Identify users who:
   • Left the organization
   • Haven't logged in for 90+ days (request data from support)
   • No longer require Crazy Egg access based on current role
   • Have excessive permissions (Owner when Member is sufficient)
4. For each inactive user:
   • Document reason for removal
   • Remove from team
5. Document all removals in access review report
6. Present findings to security or operations team
7. Update access review schedule for next quarter
8. Consider plan downgrade if many seats freed up

Security incident response

1. Security team identifies compromised credentials or suspicious activity
2. Immediately remove the user from Crazy Egg
3. Change account password if main account compromised
4. Revoke all public report links they created
5. Contact Crazy Egg support to:
   • Request activity logs for the compromised account
   • Check for data exports or unusual activity
   • Verify no unauthorized snapshots or tests were created
6. Document all suspicious activity with timestamps
7. Reassign active projects after emergency removal
8. Report findings to security team and CISO
9. Update incident response documentation
10. Consider enabling 2FA if available in your plan

License optimization

1. Review current Crazy Egg plan and seat count
2. Identify users who:
   • Haven't logged in for 90+ days
   • No longer actively use the platform
   • Were added for one-time projects that are complete
3. For each user to remove:
   • Confirm they don't need access
   • Document any projects they were involved in
   • Remove from team
4. Calculate seats freed up
5. Downgrade plan if significant savings are possible
6. Document cost savings achieved
7. Notify finance team of subscription changes

Temporary project completion

1. Contractor or consultant completes specific optimization project
2. Review project deliverables and ensure knowledge transfer
3. Export or save any reports or insights they created
4. Remove user from Crazy Egg team
5. Revoke temporary access
6. Document project completion and removal
7. Update project files with completion date