How do I migrate portal-only customers to Atlassian accounts in new interface?

[Brooke Hulteen]

The instructions that used to work (found here: https://support.atlassian.com/user-management/docs/migrate-a-portal-only-customer-to-atlassian-account/ for reference) no longer match the interface we see. "Products" no longer exists as a header, and choosing "Apps" instead doesn't work either. The "Portal-only customers" section no longer exists in the nav bar. How do I do this now?

[Trudy Claspill]

Hello @Brooke Hulteen 

The top level heading previously named "Products" is now named "Apps".

The first section of the article is determining which user management experience you have. Do you have Users and Groups under the Directory heading or under the Apps heading?

You then have to pick the steps that match your user management experience:

In my environment Users and Groups appear under Directory, so I have the Centralized User Management experience and follow the steps in the blue box.

In step 2 I click on Apps from the top header ("Apps" replaces "Products").

That gives me a nav panel on the left listing the Sites available in my selected Organization. These appear under the heading Sites rather than "Sites and products" and stated in step 3.

So in step 3 I click on the Site (hidden by the green box).

That gives me a new nav panel on the left where I find Portal-only Customers under the heading Jira Service Management as mentioned in step 4.

If I then click on that I get a list of portal-only customers on the right. And if I click the ... to the right of a customer then I see the option to migrate them, as mentioned in step 5.

[Brooke Hulteen]

Thanks Trudy! The experience you're having is definitely how I've seen this before, but now if I follow those same steps, click on the Site, I end up with only these options, no "Portal-only customers": 

[Trudy Claspill]

Disclaimer: I am looking at Administration for my personal sites that are all on Free plans.

Perhaps your level of access has changed.

There seem to be a few different administrator experiences also that have some mix of Organization Admins, Billing Admins, User Management Admins, Product Admins, and site admins. And there is a new Billing experience, but I'm not sure if that has been rolled out to everybody either.

What level of admin access do you think you have? Have you contacted the Organization Admins for your Organization to see if your admin access has been changed?

[Brooke Hulteen]

Thanks Trudy. I did reach out and they can't see any changes to my access, but the Org admin was able to migrate the customers for me. I appreciate your help.

[Trudy Claspill]

Sometimes weird this happen.

You might also try again

- in a different browser app

- in a private browser window 

- after clearing your browser cache