I have an external account who is disabled now, how can I enable it again. What permissions are need

[Elfi von Natzmer]

It shows me that this account isn't managed by your organization. Who can help me activate this user ?

KR, 

Elfi

[Marc -Devoteam-]

Hi @Elfi von Natzmer 

Here on the portal we can't grant access to instances. This is a public community forum for users of Atlassian product to help each other, but we can't access instances or grant access to instances.

Not even official Atlassian Support will honour such a request.

You will need to contact a User or Organization admin of the instance or the IT department of the company the instance belongs to.

[Elfi von Natzmer]

Yes sorry that was clear.

I only want to know where to look at , perhaps someone can share his experience.

But okay if this is not the case .

Thank you for coming back so quick  

[Marc -Devoteam-]

Hi @Elfi von Natzmer 

You can only see hits in the administration of the Cloud instance admin.atlassian.com, but you need to be granted the role User Management Admin or Oragnization admin

As Jira or Confluence admin (Product Admin) you can't see this.

[Elfi von Natzmer]

THX that helps 

KR, Elfi

[Sami Shaik]

Hi @Elfi von Natzmer , @Marc -Devoteam- is right that nobody here can act on your instance, but the answer to what to do and who can do it is quite specific, so here it is.

What the message means. "This account isn't managed by your organization" means the person's email domain is not one your organization has verified and claimed. Atlassian calls that an external user: you can grant and remove their access to your products, but you cannot edit, deactivate, or reactivate the account itself, because it belongs to another organization (or is a personal account). That is expected behaviour, not a permission you are missing.

So "disabled" can mean two different things, and the fix depends on which:

1. Your org suspended their access. In Atlassian Administration (Directory, then Users), an external user your org has cut off shows as suspended, and an organization admin can restore access from that same page. A Product Admin alone typically cannot: product admin rights cover the product, not the directory, so this is the escalation Marc pointed at, and now you know what to ask them for.
2. The account was deactivated by whoever manages it. If the person's own organization (or the person) deactivated the Atlassian account, nothing on your side reactivates it. The person or their admin has to restore it, then your org grants product access again.

Two minutes to tell them apart: open the user in Directory, then Users. If your admin sees a suspend/restore control, it is case 1. If the account shows deactivated with the "not managed" notice and no restore option, it is case 2, and the person's own admin is the one to contact.

If this keeps happening for external collaborators, the durable fix is upstream: verified domains for the people you want to manage, and, if you have Atlassian Guard, an external user policy for the ones you do not.