Inquiry Regarding User and Group Domain Display

Hi ​@spqa, 

Welcome to Box Community, and we’ll help regarding your deleted domain. 

Why Domain "A" Does Not Appear as an External User Domain

When you delete a managed domain (Domain "A") from your Box Admin Console, Box stops treating it as an internal, verified domain. However, for a domain to appear or be categorized under external user domains (or for users with that domain to be recognized as external collaborators), there must be active external users or collaborations associated with that domain in your enterprise.

If you simply deleted Domain "A" and registered Domain "B," the system does not automatically populate Domain "A" as an external domain unless:

1. There are active external accounts using Domain "A" that are currently collaborating on your enterprise's content.
2. There are users still in your system who have not been fully cleaned up or migrated.

How to Resolve This Issue

To ensure Domain "A" is correctly treated and visible as an external user domain, follow these steps:

1. Check for Remaining Managed Users on Domain "A": Before a domain is fully released and can be cleanly treated as external, ensure no managed user accounts are still using an email address associated with Domain "A."

   • Go to Admin Console > Users and Groups.
   • Run a User Details Report to filter and identify if any users (active, pending, or inactive) still have Domain "A" set as their primary or alias email address.
   • If any are found, their email addresses must be updated to Domain "B" (or another active domain) before Domain "A" can function entirely as an external domain.

2. Invite Users from Domain "A" as External Collaborators: For Domain "A" to show up in your external collaboration/user lists, you must explicitly invite a user with a Domain "A" email address to collaborate on a folder or file owned by your enterprise. Once they accept the invitation, they will be registered in your Box instance as an External User, and Domain "A" will be recognized as an external user domain.

3. Verify Collaboration Whitelists/Blocklists (Enterprise Settings): If you have collaboration restrictions enabled:

   • Go to Admin Console > Enterprise Settings > Content & Sharing.
   • Under the Collaborating on Content section, ensure that Domain "A" is added to your allowed domains list (whitelist) if you restrict external collaboration to specific domains. If it is blocked or not explicitly allowed under a strict policy, users from Domain "A" won't be able to collaborate, preventing the domain from appearing in your external user domain lists. For reference, please check out this article. 

Hope it answers your question! Let us know in the Community if you have questions.