How is the "Total users"-count calculated?

[Marinus Langer]

The Atlassian administration page (Directory -> Users) counts:
- "Active users", which are ACTIVE and INVITED users, as I understand and
- "Total users", which is over 40 users higher than our active user count.

What else goes into this number?

Thanks in advance!

[Dave Mathijs]

Hi @Marinus Langer welcome to the Atlassian Community Forums!

Total users is the number of unique Atlassian accounts that currently have access to at least one app/product on your site.

Not included:

• Exists in the directory but has no app/product access
• Has been deactivated
• Is deleted
• Is external collaborator without product access
• Is invited but not yet added to a product

Total users includes all apps/products, not just Jira (f.e. only Confluence access)

[Marinus Langer]

Thank you for your answer!

Those are the accounts that don't go into the count. It still remains unclear to me what does go into it. Let me explain:

In my directory I have:

Total users:      259
Active users:    210
Suspended + Deactivated users: 7
External users:   24

I would've expected that the Total users (259) are Active, Suspended, Deactivated and External users combined (241), but that would still be 18 users unaccounted for.

Can you help me understand?