One of our users stuck on "already requested access"

[Andrew Cunningham]

We had an "admin" who has left the company. A user requested access to the project before he left but this was not granted by this admin in time.

However I have admin rights , and have added this user to the project. However, when the user tries to log in the user still gets the "you have already request access" window.

As we are on the "free" product plan, of course everyone is admin and should have full access anyway so it is hard to understand why this user is stuck and unable to login.

[Brant Schroeder · Accepted solution]

@Andrew Cunningham Welcome to the Atlassian community

I have seen this happen when the user is trying to login with a different account than has been granted access.  You should confirm that they are using the proper account with the user (let them know when email they should be using).  They may also have two accounts and one is associated with their Google account that is logged into Chrome.  I would suggest that they use a different browser when logging in as well to make sure that this is also not the case.

[Andrew Cunningham]

Sorry to be late to reply, our user was out on leave, so could not test this. The user confirmed they only have one account on Atlassian and have only ever used one email.

The problem seems to be that although "we are all administrators" on a free JIRA project, the original person that set up xxxxx.atlassian.net for our project is MIA and seems to be the one getting the approval requests. I assume that person is like a 'super-admin or domain level admin' of the account? And with that person being MIA then there seems nothing we can do ? Is there anyway to get control of the account? If we do contact that person can they hand off "super-admin" rights to someone else.

[Brant Schroeder]

@Andrew Cunningham sounds like the other user is your Org admin.  You will need to contact them and have them add additional individuals https://support.atlassian.com/user-management/docs/give-users-admin-permissions/ 

[Andrew Cunningham]

Thanks , that makes sense now.  Just shows you should always plan ahead for people to leave the company and make sure you have a backup plan.