We are unable to locate certain user accounts, even when applying the 'Deactivated' status filter

Question

We are unable to locate certain user accounts, even if they are inactive.

One specific account appears to have been marked as inactive without any action taken from our end. When we attempt to reactivate the account, the system displays a "Sending invite" message; however, the invitation is never received by the user, and the account status does not change.

Additionally, when attempting to send an invitation, the system returns the message: Remove deactivated accounts and try again. This prevents us from proceeding with the reactivation.

Tomislav Tobijas · Answer

Hey @Ample Admin ,

Audit log is located at admin.atlassian.com > Security > Audit log (as stated in the official docs).

It looks something like this 👇

Ample Admin · Answer

Where can I find the audit log?

Tomislav Tobijas · Answer

Hi @Ample Admin ,

For the first hand, you could check out Atlassian Administration audit log. I'd say this is relatively limited and I'm not sure which items are tracked here, but it might be a first stop to check for any changes in the user account status.
*note that there's a specific EAP/Beta for improvements within the audit log

Now, as for failed invites - this might be a backend issue, although we'd need more information about this specific user account to know more.

As user management might be GDPR related (and this is a public forum), I'd recommend reaching out to Atlassian Support, as they can (if you grant them access), see what's going on and debug this issue probably much faster.

Cheers,
Tobi