I am receiving the message "We're unable to invite users. At least one user has an account that is disabled. Grant them site access or remove this account to invite any other users". I am an Org Admin for CONICYT and following this steps I don´t see any acounts at all. * Go to admin.atlassian.com and select CONICYT organization * Once in the organization, select Directory and Managed accounts * Search and tap the user with the deactivated account. * When in the user's profile, tap the Reactivate account button We manage accounts * Go to admin.atlassian.com and select CONICYT organization * Once in the organization, select Products * Select Jira Software * Select Gestionar Usuarios Here I can see all acounts, active and suspended but the account I am trying to invite is not in the list. I have search several times, with the comple account, just the first few letters, etc. No result. This is a real issue. Please help. Thank you.

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Can´t invite a new user

Beatríz Melóssi Ñ

I am receiving the message "We're unable to invite users. At least one user has an account that is disabled. Grant them site access or remove this account to invite any other users".

I am an Org Admin for CONICYT and following this steps I don´t see any acounts at all.

Go to admin.atlassian.com and select CONICYT organization
Once in the organization, select Directory and Managed accounts
Search and tap the user with the deactivated account.
When in the user's profile, tap the Reactivate account button

We manage accounts

Go to admin.atlassian.com and select CONICYT organization
Once in the organization, select Products
Select Jira Software
Select Gestionar Usuarios

Here I can see all acounts, active and suspended but the account I am trying to invite is not in the list. I have search several times, with the comple account, just the first few letters, etc. No result. This is a real issue.

Please help. Thank you.

Accepted answers

Alex Koxaras -Relational-

Hi @Beatríz Melóssi Ñ and welcome to the community,

This user already exists on your system and is, as the message states, deactivated or suspended. Can you go cog wheel > user management > Directory > Users and click Suspended & Deactivated? You should find your user there.

suspended deactivated.png

You should find a user like the following, to who you should click restore access:

restore access2.png

Let me know if that worked out for you.

Jonathan Cobo

Hello. Same problem here. User might exists in the database but is not showing neither on suspended nor deactivated lists.

Marco Ramos_cqg5ec

I have the same issue here, Despite I've browsed all menus here mention, I have not found the user account I'm trying to add.

We're unable to invite users

At least one user has an account that is disabled. Grant them site access or remove this account to invite any other users.

All comments

Alex Koxaras -Relational-

Hi @Beatríz Melóssi Ñ and welcome to the community,

suspended deactivated.png

You should find a user like the following, to who you should click restore access:

restore access2.png

Let me know if that worked out for you.

Beatríz Melóssi Ñ

Thank you Alex, buy I can´t find the user. I've tryed several searches no result.

I open a ticket to Atlassian.

Alex Koxaras -Relational-

@Beatríz Melóssi Ñ post here your answer when you'll get an answer from Atlassian.

Will Baltazar

@Beatríz Melóssi Ñ Did you find a resolution to this? I am running into a similar issue. I receive the following message when attempting to add one particular person. I am able to add other users.

Unable to Invite.png

Beatríz Melóssi Ñ

yes, it happens that my company has 2 organizations registar in atlassian. The user was disabled in one organization and did not exist in the other one. So when I tryed to invite her the message referenced the account in the other organization. We deleted the disabled user and problem solved. I wrote to Atlassain help desk, otherwise we would have not been able to discover this.

Good luck Will

Jonathan Cobo

Hello. Same problem here. User might exists in the database but is not showing neither on suspended nor deactivated lists.

Marco Ramos_cqg5ec

I have the same issue here, Despite I've browsed all menus here mention, I have not found the user account I'm trying to add.

We're unable to invite users

At least one user has an account that is disabled. Grant them site access or remove this account to invite any other users.

Christophe Benoist_bq0wab

Hi Beatriz,

Getting same issue. How did you find the disabled user... i can't find any screen showing the user.. Is it possible using my Admin account or do you think i have to contact Atlassian ?

Thanks for your help

Beatríz Melóssi Ñ

Yes Christophe contact Atlassian, that is how I finally got to resolved this issue. Good luck.

Roland Woodcock

I'm getting the same - rubbish isn't it?

Adil Chughtai

Go to Directory > Managed Accounts and search by Name or email of the user you cannot add / invite. Ensure that All accounts is selected.

Atlasssian Directory Users1.png

If you find them in the de-activated accounts list, click on Show details in the Action column. In the following page that opens up, simply click on Re-Activate Account and the same user shall receive activation email.

Atlasssian Directory Users.png

P.S: For us, it is a domain based directory, thus users we are looking to invite are within our domain. If someone you are trying to invite has a non-domain account and in the past they had some free trials which are de-activated now, then Atlassian support might be the only way forwards

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