User is suspended even after recreating

[oron_hovav]

We have a user who can't access the site, he got a permissions alert, although he has the relevant permissions as a user.
We tried to recreate the user, and then he became 'suspended'.
We tried to unsuspended it, but no luck.

[Felipe Justino · Accepted solution]

Hi @oron_hovav 

When a recreated user appears as “Suspended” and cannot be unsuspended, it usually indicates that the account is still being controlled by an external identity source or an organization-level security setting, not by Jira/Confluence directly.

Here are the main checks to resolve it:

1. Verify if the user is managed by your Atlassian Organization
Go to admin.atlassian.com → Directory → Users and confirm whether the user shows as Managed account.
If so, suspension may be enforced at the organization level, and unsuspending must be done there, not inside Jira/Confluence.

2. Check for external user provisioning (SCIM)
If you're using Okta, Azure AD, Google Workspace, or another IdP with SCIM enabled, the user’s suspension state is controlled by the IdP.
If the user is suspended in the IdP, Atlassian will automatically keep them suspended, even if you “unsuspend” in the UI.

3. Confirm that the account email was fully removed before recreating
If the original account wasn’t deleted in Admin Hub, recreating the user inside Jira can produce a conflicting suspended state.
Make sure the old account is fully deleted in admin.atlassian.com and then re-invite the user.

4. Check if the user is missing product access
Even if unsuspended, a user without product access may appear blocked.
Go to User → Product Access and ensure the user is assigned the correct groups (like jira-software-users, confluence-users, etc.).

5. Try resending the invite
Sometimes reactivation completes only after the user accepts a fresh invite from Admin Hub.

If you’ve done all the above and the user is still stuck in “Suspended,” it may be a backend issue. in that case, contacting Atlassian Support is the best next step, as they can check the account state on the server side.

[oron_hovav]

Thank you @Felipe Justino !
We were able to manage it with your detailed explanation.

[Felipe Justino]

Hi @oron_hovav 

🥳 Great News!

That's great to hear! I'm very happy that the explanation helped! 😊

If my answer solved your problem, please don't forget to vote on the answer and mark it as accepted (those green boxes/checkmarks). This helps other users with the same question find the solution faster.

Thank you!