Reactivating a user in Bitbucket Cloud

Question

I just added a user to one of my user groups. But it seems this user must have already had an account, since instead of sending an invitation email, the user's name appeared in the group, but with a DEACTIVATED tag.

If he does have an existing account, I would like to reactivate it, but the user does not appear in the User Directory or anywhere else I can see.

How can I reactivate the account, or even delete it and send another invitation?

Willi Gottstein · Answer

this post can be deleted (don't see an option to do it myself). Thanks!

Martin Hirschkorn · Answer

The internal ticket has at least explained (if not resolved) the issue, so I'll provide an update here.

It seems that Atlassian cloud accounts are global across all Atlassian customers, and each customer can claim ownership of all user accounts with email address on a domain they control.

I was trying to give access to my repos to a user outside of my organization. But his email address was already tied to an Atlassian account, and that account was managed by his organization. At some point they deactivated his account, and that means it is globally deactivated across all Atlassian customers, including me.

The only solution that seems possible is for him to create a second Atlassian account using a different email address.

Caroline R · Answer

Hi, @Martin Hirschkorn!

I see another support engineer is already discussing this case with you in an internal ticket, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different platforms, let’s focus on the ticket instead.

Once the ticket is resolved, feel free to share the resolution here to help other community members that may have the same issue.

Kind regards,
Caroline