Trying to add customer to support portal

[Rebecca Wiley]

I am trying to add a customer with a verified email address to our support portal. I keep getting the following error. Any ideas why/how to fix it?

[Fabio Racobaldo _Herzum_ · Accepted solution]

Hi @Rebecca Wiley ,

please, could you (or a Jira administrator with access to User Management) check if the customer is active? Usually I get this error when the user is inactive.

Hope this helps,

Fabio

[Rebecca Wiley]

How do I make her active?

[Fabio Racobaldo _Herzum_]

Hi @Rebecca Wiley ,

to reactivate an user, you'll need to access http://admin.atlassian.com. Then from there, find the Manage accounts section, search for user account, click on Edit options and, from there, you'll be able to activate.

Fabio

[Rebecca Wiley]

Thanks, Fabio! Doing it now!

[Fabio Racobaldo _Herzum_]

Hi @Rebecca Wiley , please mark my answer as accepted in order to make this question solved ;)

[Francois Turcotte]

Hello @Fabio Racobaldo _Herzum_ , I'm having the same issue but for an email address that has no users associated to it, either active or inactive, what could be the cause?

[Fabio Racobaldo _Herzum_]

Hi @Francois Turcotte , that is the issue. You need to create the user first then add it as customer to your project.

Hope this helps,

Fabio

[Francois Turcotte]

Thanks for following up. Actually, I'm trying to add a portal user, which of course you can only add through Add Customers, as depicted by OP. 

I have a specific email address giving the exact same error as OP but it's a valid email address, we've exchanged direct emails with this address often, today included. I also have 7 other users from their domain. 

You've directed OP towards reactivating a deactivated portal users which seems to have been the issue for her.

I however do not have a deactivated portal user for that email and am trying to find a solution.