*See Step 4 for more information about the delayed claim option.

Before you claim users, make sure you look through all of these steps first.

  1. Disable directory synchronization in the Cisco Directory Connector if your organization uses it to manage users. Users that you claim will get deleted if you don't do a dry run synchronization first.

  2. Verify or claim a domain in Control Hub. If you don't have any verified domains, you won't be able to claim users that share the same domain as the one used by your organization.

  3. Decide if you want to allow users to migrate content from their old account to their new account. If you want to allow this, then you must enable the Allow users to bring their Webex Teams conversations with them setting in the Organization Settings tab.


    Users that are eligible to migrate their content are claimed through delayed claim when you enable this setting.

  4. Depending on if you allow users to migrate content, a user can be claimed through:

    • Immediate claim—User accounts are moved to your organization right away, and you can start managing and assigning licenses to them. They can decide what to do with their old user account the next time they sign in.

    • Delayed claim—Users have 14 days to decide if they want to migrate their Webex Teams conversations from their old account to their new account. If they don't make a decision in 14 days, then their user accounts and Webex Teams conversations are automatically moved to your organization. If you don't want users to migrate their Webex Teams conversations with them, you can disable the delayed claim option.


      Organizations created after May 5, 2020 won’t be able to claim users with the delayed claim option. For more information, see New Webex Teams Data Center for North American Region.

  5. Choose one of the following methods to claim users with:

    • Method 1: Claim Users—Shows you a list of up to 250 users that you can claim outside your organization.


      If there are more than 250 users to claim and you want to make changes to the list, you must export the CSV file and follow the steps in Method 2: Claim Users with a CSV File to continue with the claiming process.

    • Method 2: CSV File Add or Modify Users—Exports a CSV file of all users outside your organization that you can claim. You can edit the CSV file to choose who you want to claim.

    • Method 3: Manually Add Users—Individually add up to 25 email addresses or names of the users you want to claim.


The claim user process is permanent. You won't be able to undo any claims that you've made. Make sure you're claiming the correct users before proceeding.

You can see a list of users that you can claim. If there are more than 250 users that you can claim, you can either continue to claim all of them, or export the CSV file to see the list of users.

1

From the customer view in https://admin.webex.com, go to Users, click Manage Users, and select Claim Users.

2

Select the users you want to claim, and click Next.

3

Follow the wizard to assign licenses. If you use an automatic license assignment template, licenses are assigned automatically for new users.

4

Check the I understand that claiming these users is permanent and agree to proceed check box.

5

Click Add Users.

You can choose to claim users with a CSV file if you want to export a list of all the users outside your organization.

If you want to switch between immediate claim or delayed claim for a user, you must export a different CSV file after enabling or disabling the Allow Users to bring their Webex Teams conversation with them setting.

1

From the customer view in https://admin.webex.com, go to Users, click Manage Users, and select CSV Add or Modify Users.

2

Select Users outside my organization, and click Export to export the CSV file.

3

Modify users in the CSV file as needed.

4

Click Import to upload the CSV file, and click Next. If you use an automatic license assignment template, licenses are assigned automatically for new users.

5

Check the status of the import progress before it completes.

If you have a couple of users that you want to claim, you can individually add them with their email addresses.

1

From the customer view in https://admin.webex.com, go to Users, click Manage Users, and select Manually Add Users.

2

Choose one and click Next:

  • Select Email address, and enter up to 25 email addresses.

  • Select Names and Email address, and then enter up to 25 names and email addresses.

3

Click Confirm Adding.

4

Follow the wizard to assign licenses. If you use an automatic license assignment template, licenses are assigned automatically for new users.

5

Check the I understand that claiming these users is permanent and agree to proceed check box.

6

Click Add Users.

What to do next

If you disabled Cisco Directory Connector, you must do a dry run before reenabling synchronization. We recommend that you use the complete list of users provided in the CSV file and add them to your directory before the next full synchronization.

If users don't have accounts in your directory, these users are marked as Inactive in Control Hub on the next full synchronization. Inactive users can't sign in and get deleted after 30 days. If users are marked as Inactive, you must create accounts for them in your directory and then perform a synchronization. The users can then sign in to Webex Teams to avoid having their accounts deleted.

At any time after selecting users to claim, you can return to the Users tab to view the users listed as Delayed Claim. You can click on their names to see how many days they have left before they're automatically added to your organization.


Delayed claim users must decide what to do with their old account before you can manage them. You can send them a reminder email if they haven't taken action yet, or wait until after 14 days.

After you claim a user, the user will get an email letting them know that they've been claimed to your organization. The user can choose what to do with their old account before moving to your organization. Depending on the claimed user's account, the table below shows what options the user can choose from.

If you see a user in Control Hub with an email address that ends in .convert-user.local, then that means the user was claimed into a different organization. The next time that user signs in, they can choose to provide another email address to replace .convert-user.local with.


Don’t delete these users since it’ll automatically update based on what the user chooses to do with their old account.

Organization Claimed User is In

Free, consumer organization

Control Hub organization without paid licenses

Control Hub organization with paid licenses

Allow Content Migration

Delayed Claim:

  • Change email and keep original account.

  • Transfer content from original account to new account.

  • Delete original account.

Immediate Claim:

  • Change email and keep original account.

  • Delete original account.

Immediate Claim:

  • Change email and keep original account.

Don't Allow Content Migration

Immediate Claim:

  • Change email and keep original content.

  • Delete original account.

Q. Do all claimed users show up as Active in my organization?

A. Claimed users match the status they had in their previous organization. For example, if a user was Not Verified in their previous organization, then they'll show up as Not Verified when claimed in your organization.

Q. Does my organization's retention policy apply to claimed users if they migrate their content?

A. Yes, your organization's retention policy applies to all spaces and content of the users you claim.

Q. What happens if a delayed claim user doesn’t take any action during the 14 day period?

A. The delayed claim user is brought into your organization with the Delayed Claim status until they decide what to do with their old account. If the user takes no action after 14 days, their account and previous Webex Teams content are automatically migrated to your organization.

Q. How do I check the status of the users I just claimed?

A. Claimed users show up in the Users tab in your organization. Immediate claimed users appear with the status they had in their previous organization. Delayed claim users are shown with Delayed Claim for 14 days, or until they make a choice on how to proceed with their old account.