You may find when adding staff to a group that one or more members of staff are not listed. This will typically be for staff who have been with the business for a long time.

When CloudFiler fetches your master user list, it queries Microsoft Entra ID (formerly Azure AD) for active accounts that have their userType property explicitly set to Member.

We have found that for very old user accounts, particularly those originally created on legacy on-premises servers this userType property is often left blank or null. Because this property is missing on their accounts, Microsoft Entra's API silently excludes them from our query results. This is why they do not appear in the CloudFiler portal, even though they are able to log in and file emails normally.

How to fix this

To resolve this issue, your IT administrator will need to update the userType property to Member 

Your administrator can do this quickly via PowerShell using the Microsoft Graph module. For example:

Update-MgUser -UserId "joe.bloggs@business.com" -UserType "Member"

Alternatively, they can verify and update this property directly within the Microsoft Entra admin center by checking the user's properties.