Why cant I reactivate accounts as Org Admin?

Question

We are on the free plan which includes 10 users.

6 of our user accounts have been deactivated, however this was not initiated by myself nor the other Org Admin.

None of our deactivated users received an email stating the deactivation, just the standard deactivation error upon attempted login.

When trying to reactivate the user accounts, it refers to the below article, however these options are not displayed on our end. The other option is to contact Org Admin, which send us round in the same loop.

Deactivate a managed account | Atlassian Support

Domain: Our domain is approved, however on managed accounts, it will not let us verify, as it says it is already in user

Why were our user accounts deactivated by Atlassian if we only have10 users as per the plan?

How can we reactivate these accounts if the Org Admins are not displayed the correct controls?

Ram · Answer

If those users are using an email address from domain (lets say for example) Walmart.com, if someone else from your Company is created their own Atlassian cloud and has claimed this domain in their cloud organization and they removed these users from their "synced" groups or whatever local group which provides access to their organization instance which will "Deactivate" their accounts by default.

They have to remove their SCIM ID and "unclaim" and then remove these users so that they will become "Activated" in your instance.

So you have to check with your company internally.

Also, you may want to "Claim" your domain and claim these accounts under it.

Nikola Perisic · Answer

Hello Eloise,

Since you are on the free plan, the Audit Log option is not available to you, I would suggest to raise a support ticket and address this issue directly to Atlassian, since this is indeed a strange behavior.