Receive Error when Adding Customer

[Daniel Zimmerman]

I am trying to add a user to a service desk project. I went to the Customers page and clicked on Add customer button. I then entered the customer's email address and clicked add. I receive an error message that reads

"1 email had errors and couldn't be sent: <email address I typed>. 

Any ideas on how to make this work? 

[Steve H]

This happens for me if the email address is already a Customer in the project

[Jack Brickey]

@Daniel Zimmerman, I assume you tried sending an email to the address and it was successful?

[Daniel Zimmerman]

That's correct. It is a valid email address. 

[Jack Brickey]

thanks. TBH I have never seen this occur on Cloud and don't recall any other thread that would indicate the same issue for Server version. I would suggest that you reach out to Atlassian Support. Unless you are on a starter (10 user) license. I also assume you have tried this multiple times. Does this happen for certain customer emails or can you not add any customers?

[Jack Brickey]

@Daniel Zimmerman, so I just ran into this and have a new thing for you to try. This can happen if the user is actually in the system but inactivate. Check the following:

1. go to admin settings > User Management
2. remove all filters, e.g. active
3. search for the users name
4. if there and inactive the activate them
5. check the project to see if they are there and if not try to add