Why am I unable to deactivate a user?

[Kylie Lunghusen]

I made an API request to the "Deactivate a user" endpoint. I got the "204 No Content" response that supposedly means it worked. But when I went into the admin console, the user was still only suspended and not deactivated.

I tried deactivating it manually, and the console said it had worked, but the account still appears as only suspended.

The account is a Managed account, which the docs say can be deactivated. The account is not provisioned from an identity provider, which according to the docs means I can deactivate it myself. (We use SSO to log in, but provisioning is via manual creation. And this user left years ago, so if IdP could deactivate it, it would have done so already.)

Any advice would be appreciated, thanks.

[Martin Runge]

Hi @Kylie Lunghusen

I would check where you are reading the status. The Users page and the Managed accounts page report two different things. Deactivating an account at the org level sets the managed account to Deactivated, while the site-level Users list keeps showing the person as Suspended because that is how it labels someone with no product access. So a 204 plus "suspended" in the user list is the expected end state.

I would confirm it here: admin.atlassian.com > Directory > Managed accounts > open the account and look at Account status. If it says Deactivated there, you are done, and the person cannot log in.

Two things I would also look at if Managed accounts still shows the account as active:

• The user may have a role like billing admin and is blocked for deactivation for those reasons.
• The email domain may have moved to another org that now claims the account

Cheers, Martin