How to Reactivate users from a different project

Question

Hi I have three users from my company that need to be reactivated to join my project. I am not sure how to go about doing this as I don't have access to their previous projects. They all three have tried resetting their passwords but they get the same error that Atlassian will contact the correct person to have them reactivated.

What steps do I/they need to do to get access?

Lindsey A Johnson · Answer

Thank you for the clarification!! That makes perfect sense! We just discovered this issue today. I will work with our company's admin users who have a subscription. Thanks again!

Trudy P Claspill · Answer

Hello @Lindsey A Johnson

Welcome to the Atlassian community.

It sounds like the users' Atlassian Cloud accounts may have been created by a provisioning process, meaning that an interface was used to get the users' information from an IDP (like Active Directory, Okta, or Google Workspaces) and then create the accounts in Atlassian Cloud.

If that is the case then there may be an organization that has claimed the domain in which the users' email addresses exist, and that organization may have disabled their accounts in the IDP. In that case only that organization can re-enable their accounts.

How long has it been since the messages were received that Atlassian would contact the correct person to reactive the accounts?