Unable to add specific users to Jira Team – “We’re unable to add members to the team”

[nagata shumpei]

Hi everyone,

We are experiencing an issue in Jira Cloud Teams where specific users cannot be added to a Team.

When attempting to add them, the following error message appears:

“We’re unable to add members to the team”

Current situation:

• Other users can be added without any issue

• Only specific users (multiple users) are affected

• Affected users are Active

• They can log into Jira successfully

• Product access is assigned

• Users appear in the Team member search

• Reproduced across multiple Teams

• Reproduced with multiple admins

• Atlassian Guard is enabled

• Jira Cloud Premium environment

We have already tried:

• Browser change

• Cache clear

• Different Teams

• Different admins

Has anyone experienced a similar issue or identified the root cause?

Any advice or troubleshooting points would be greatly appreciated.

Thank you.

[Brant Schroeder · Accepted solution]

@nagata shumpei Have you checked to make sure that they have the same permissions as a user that you are able to add to the team?  Have you plugged both users in the permission helper?

[nagata shumpei]

Hello @Brant Schroeder 

○Have you checked to make sure that they have the same permissions as a user that you are able to add to the team? 

⇒Yes, we tested this using an account with the highest level of administrative permissions.
While some users can be added to the Team without any issue, there are still 2–3 specific accounts that cannot be added.

○Also, regarding the Permission Helper:
My understanding is that it is mainly used to check permissions related to issues, projects, workflows, etc.

Can Permission Helper also be used to verify why a user cannot be added to a specific Team?

[Arkadiusz Wroblewski · Accepted solution]

Hello @nagata shumpei 

This KB Article can be helpful for you with Troubleshooting.

https://support.atlassian.com/jira/kb/cant-add-user-error-when-adding-member-to-atlassian-cloud-teams-in-jira/

[nagata shumpei]

Hello @Arkadiusz Wroblewski 
Thank you for your response.

○Please confirm that the affected users have product access.
⇒ Confirmed. The affected users can access the target Jira site without any issue.

○Please confirm that the affected users have the “Browse users and groups” global permission.
⇒ For the “Browse users and groups” permission, we have assigned the "jira-users-xxxx" group.
Therefore, we believe the permission setting itself is correct.