Deactivated: This user or their organization deactivated their account

[Timm Thiele]

This is an external user whose account has been deactivated. I would like to reactivate this user. What I have tried so far:
- Deleted the user
- Re-added the user
- The status remains deactivated
- Re-assigned the role
- When saving, the following error message is displayed:

We’re unable to invite some users

Remove any deactivated accounts or suspended users from the list, then try again.

[Trudy Claspill]

Hello @Timm Thiele 

Welcome to the Atlassian community.

The short answer is you cannot reactivate the account. Only the owner of the account can reactivate it. Either the individual user needs to reactivate it, or if they are using an account that is managed by another organization then that organization has to reactivate it. 

You will need to contact that user to get them to address the reactivation of their account.

[Timm Thiele]

Hello @Trudy Claspill 
thanks. 
What is the process the user needs to follow to initiate reactivation, and what steps should they take? 

[Trudy Claspill]

Hello Timm,

It depends on whether their account is managed (from the Atlassian Cloud perspective) by the entity that provided them with the email address or if they are using a personal email address.

If it is the latter, the user can follow the steps in this KB:

Reactivate an unmanaged Atlassian Cloud account 

If it is a managed account they will need to contact the entity/organization that provided them with their Atlassian Cloud user account to request reactivation.

If the account was provided to them by their employer or former employer, that entity may not agree to reactivate the account. In that case the user may need to set up a new account with their personal email address and you may have to grant them access under that new Atlassian Cloud user account identity.