Org. admin Account deactivated

[Johan Maljaars]

Hi there,

We use the Jira software for a while now, we need to expand some items with more functionalities but our org admin account is 'deactivated' and we (site admins) cannot login or reactivate this account. 

How can we recover / reactivate this account or how can i get the Organization admin role instead of my current Site admin role?

thanks

Johan

[Vitaliy Leskiv]

We just recently went through a similar situation and took month running around trying get support through our vendor and Atlassian. Atlassian support said they will not go into our account to make these changes and guessing has something to with liability. Ended up having the persons AD account reactivated and uses their account to go in and make some of us Org Admins. I'd recommend this path as its the fastest way to resolve your issue and make sure there is always at least 2 designated Org Admins at all times for the future.

[Johan Maljaars]

thanks, we give this some time to set this back ... and we get another one as org admin as well ...

[Karan Sachdev]

hey @Johan Maljaars

You may raise a support ticket with Atlassian Support under the Technical Issues and Bugs category. The team will validate the details and add you as the org admin. This may take a couple of days though since there's some internal validation process involved.

Thanks!

[Gor Greyan]

Hi @Johan Maljaars

Welcome to the Atlassian Community!

If you’ve lost access because the only Org Admin is no longer available, Atlassian will first recommend that you try contacting the former Org Admin to have them add another Org Admin who can help you regain access. This is the preferred approach since the Org Admin role has the highest level of permissions within your system.

If reaching that person isn’t possible, the next step is to contact Atlassian Support. They’ll likely ask you to explain the situation in detail and confirm that it’s legitimate, including proof that you’ve made every reasonable effort to resolve it internally.

Once the issue is resolved, make sure you avoid having only one Org Admin in the future. It’s a good practice to maintain at least two Org Admins and to include this in your off-boarding process to prevent similar problems from happening again.

Also, if the former Org Admin’s account was created and managed by your company (for example, using a corporate email address), your IT team can usually reactivate that account, reset its password, and temporarily use it to assign additional Org Admins before deactivating it once more.

Hope this will help.

[Johan Maljaars]

Hi there,

The mail adress is available and i can access this, but how can i reactivate the Org Admin account so that this user (with his mail adres) could login again?

If the only Org admin is deactivated and no one can either activate this, how can he does this himself ?

thanks

[Gor Greyan]

Dear @Johan Maljaars

1. Try reactivating via your identity provider (if managed):

   - If your organization uses SSO or an external identity provider (like Okta, Azure AD, or Google Workspace), your IT team can usually reactivate the user there.
   - Once reactivated, that user should be able to log in again and add additional Org Admins.
2. If it’s a managed Atlassian Account (not tied to an IdP):
   - Go to: https://support.atlassian.com/contact/
   - Choose “Billing, access, and account” → “I’ve lost access to my Organization”.
   - Explain that the only Org Admin account is deactivated, and that you can access the email inbox for that account.
   - Atlassian Support will verify ownership (they may ask you to respond from that email address or share a domain verification file) and then either reactivate the account or grant you Org Admin privileges.

Please try the mentioned steps.