Recover Axolo admin access or transfer ownership when an admin leaves

If the person who installed or managed Axolo left your company, you may need to recover admin access or transfer ownership.

This guide explains what can be changed by your team, what requires Slack/GitHub/GitLab admin approval, and what Axolo support can help with.

First: identify which admin access is missing

There are several different admin roles involved in Axolo.

You may need access to one or more of these:

• Axolo admin: manages Axolo settings and connected repositories/projects.
• Slack admin: approves Slack apps and workspace permissions.
• GitHub organization owner: manages the Axolo GitHub App installation.
• GitLab owner or maintainer: manages groups, projects, access tokens, and webhooks.
• Billing admin: receives invoices or manages subscription requests.

A person can be an admin in one system but not another.

If the Axolo admin left the company

Contact Axolo support through the chat and tell us:

• Your company name.
• Your Slack workspace name.
• The former admin's email address, if known.
• The new admin's name and email address.
• Whether the new admin is already a member of the Slack workspace.
• Whether the new admin has GitHub or GitLab admin permissions.

For security reasons, we may ask for confirmation from a Slack admin, GitHub organization owner, GitLab owner, or existing company contact before transferring access.

If Slack shows an admin approval screen

Some Slack workspaces require admin approval before an app can be installed or updated.

If a teammate sees a Slack approval request, a Slack workspace admin must approve Axolo in Slack.

Axolo cannot bypass Slack's approval process.

Ask your Slack admin to approve the Axolo app request, then try again.

If GitHub access is blocked

For GitHub, make sure the new admin can manage the Axolo GitHub App installation.

A GitHub organization owner can:

• Install Axolo on repositories.
• Add or remove repositories from the Axolo GitHub App installation.
• Approve organization-level permissions.

If channels are not opening after an admin change, read:

Axolo is not opening channels

If GitLab access is blocked

For GitLab, make sure the new admin has enough permissions on the connected group or projects.

Depending on your setup, they may need to manage:

• Group webhooks.
• Project webhooks.
• Access tokens.
• Merge request events.
• Pipeline notification settings.

Read:

GitLab troubleshooting hub: webhooks, access tokens, CI/CD, and MR notifications

If billing ownership needs to change

If the billing contact left, contact support and include:

• Company name.
• Current billing email, if known.
• New billing email.
• Slack workspace name.
• GitHub organization or GitLab group.

We may need to verify the request before updating billing details.

Recommended offboarding process

When an Axolo admin leaves your company, we recommend:

1. Add a new Axolo admin before removing the old one.
2. Confirm a Slack admin can approve app permissions.
3. Confirm a GitHub organization owner or GitLab owner is available.
4. Update billing contact details if needed.
5. Offboard the old user from Axolo.

Related guides:

How to onboard an user on Axolo?

How to offboard an user from Axolo

What to send support

To help us resolve access recovery faster, send:

• Company name.
• Slack workspace name.
• Former admin email.
• New admin email.
• Git provider: GitHub or GitLab.
• Whether the new admin is a Slack admin, GitHub owner, or GitLab owner.
• What is blocked: login, app approval, repository/project access, webhooks, or billing.

Updated on: 11/05/2026