Can't migrate customer to Atlassian account: "Something went wrong"

Charles Christiansen

I have a customer who uses Asana, and I want to have them use the Asana Jira Cloud app so that they can create tickets in our Jira Service Desk when they create tasks in their Asana system. Using the Asana Jira Cloud app requires an Atlassian account, so I tried to migrate the customer's portal-only account to an Atlassian account. Every time I try to do this, I get a message that says "Something went wrong. Try again later." I've tried this a number of times with the same result every time. Am I doing something wrong here? I've tried doing this for users who do and don't have existing Atlassian accounts under their portal-only email addresses but it doesn't seem to matter, the result is the same.

Angélica Luz

Hello Charles,

Thank you for reaching out to Atlassian Community!

Just to better understand and help you with this issue, I would like to ask you to open the developer tools on your browser to check if it shows any other error that may help us to find the root cause.

Sometimes, the user management page shows this type of error with no further details and most of the time is related to the licenses available. By default, when someone is invited to the site, they receive a license to a product and migrating a customer is basically the same thing as creating a new user. 

So, as a test, please go to Administration > Product access and disable Jira Service Desk and Confluence, so the customer won't receive a license.

After that, try to migrate the customer account again.

Please, give it a try and let us know how it goes.

Regards,
Angélica