User management

[Dijana Milojevic]

Hello Atlassian Support Team,

I am writing to request assistance with removing a user from our Atlassian organization who no longer works at our company.

I am unable to suspend or remove this user through the admin interface as he holds the Organization Administrator role, and the system does not allow me to modify his account.

This user has active access across all Atlassian tools we are currently paying for under our instance and we would like the following actions taken across all of them:
1. Remove him as Organization Administrator
2. Revoke access to all paid Atlassian products associated with the is-ds instance (Jira, Confluence, and any other tools under this subscription)
3. Ensure we are no longer billed for his license across any of these products
4. Preserve all content he created - Confluence pages, Jira issues, comments, etc. - so that documentation and history remain intact

We do not wish to delete any content, only to remove active access and stop all associated license costs.

Please assist us in resolving this as soon as possible.

Thank you.

Best regards,
Dijana Milojevic
Organization Administrator

[Rohit Utukuri]

Hi @Dijana Milojevic ,

Members of the forums do not have access to users instances. 

As Jean Horn mentioned, depending on your setup the access might have to be revoked from identity management platform in case you are using one. 

Otherwise, you can try the following:

1. Log into https://admin.atlassian.com

2. Choose the site where the user is located. 

3. Under Directory -> Users, search for the user. Click on the user account. 

4. Click on ellipses, you have option to remove org admin, suspend or remove the account. 

Once a user is removed from the site, they are no longer counted towards a license. 

If you need additional support depending on your tier,  you might be able to open a  support ticket with Atlassian support https://support.atlassian.com. 

[Jean Horn]

Thank you for adding to the discussion.

[Dijana Milojevic]

Hi,

I am already familiar with the Suspend access and Remove user options.

The issue is that these actions are unavailable for this user.

One thing that is confusing to me is that the user I am trying to remove is shown as an "External User" in our directory, even though he is using the same company email domain as I am.

I am also an Organization Administrator, but I still cannot remove, suspend, or modify this user's access. The only message I receive is: "We're unable to remove this user."

Could you please explain what exactly is preventing me from removing this account and what steps I need to take to resolve the issue?

Also, would it be possible for someone from the support team to contact me directly by email regarding this case? It would be much easier to resolve than going back and forth through the support portal.

Thank you for your assistance.

[Dijana Milojevic]

Problem solved: The trick was to first remove the user from all groups, and then I was able to remove them from the user list.

Anyway, thanks.

[Jean Horn]

Thank you for sharing your solution! This will be very valuable for similar problems in the future. ~🤩

Jean Horn

[Jean Horn]

👋Hi @Dijana Milojevic !

I hope this helps. An important point is to understand if your organization uses an identity provider. If so, the "Remove user" option will be disabled in user management. The deletion must be performed through your identity provider.

With this information, I can better assist you.

[Dijana Milojevic]

For privacy reasons, I would prefer to share the specific user details privately. Could you please provide me with a secure email address or private channel where I can send the user's name and email address?