Users don't show up in JIRA admin

Question

Apparently this is known issue, I need help and don't qualify for support.

When I try to add new users to a project/space, they do not show up despite them being invited and accepting invites. Have also tried deleting users and adding them again, made no different. The space info is say "6 users in space" but only 4 are showing - the two I have tried to add not showing up.

These users do already have some access - just can't add them to things like being able to delete JIRA tickets which is my goal. They are also showing up as external users even tho on same domain as the others.

unknown · Answer

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Trudy P Claspill · Answer

Hello @[deleted]

Welcome to the Atlassian community.

Based on the message on the screen you are using a Jira Free subscription. You are not able to assign users to roles in Spaces in that case. You have to upgrade to a trial of the Standard (or Premium) version to do that.

The fact that there are individuals shown assigned to the Space indicates that at some point the instance was on a trial (or paid) subscription for Jira Standard or Premium, and was subsequently downgraded to Free.

Refer to this documentation for information about the limitations of assigning users to Spaces and customizing Space permissions on the Free plan.

https://support.atlassian.com/jira-cloud-administration/docs/what-is-the-free-jira-cloud-plan/

When you add users to your Organization and give them access to Jira on a Free plan then they generally will have access to all Spaces with the same permissions as a Space Administrator. They will not be explicitly listed in People section of the Space settings.

The list of People and permissions within the Space can be affected by changes made while the Jira subscription is Standard or Premium.

If you want to explicitly add the new people to this Space or change how the Space permissions are allocated you will have to upgrade to Standard. You can upgrade to a Standard trial, make the changes, and then downgrade again.

Himanshu Tiwary_go407r · Answer

Hi @[deleted],

From your screenshot it looks like the space is using the “Open access” model (the banner mentioning roles and upgrading to Standard). In this setup, the Access list does not always show every user who can access the space it only shows users who were explicitly given roles there.

So the two users you invited may still have access through site-level access or another permission path, which is why the space summary shows 6 users, while only 4 appear in the list.

A couple of things you can check:

• Confirm in Admin -> Directory -> Users that the users have active product access (Jira/Confluence).

• Check whether they already have access through default space access or groups, which would allow them to enter the space but not appear in the role list.

• If your goal is to give them permissions like deleting Jira issues, you’ll need to add them to the appropriate project role or group in the project permission scheme.

So the behavior you're seeing is usually related to how access is inherited rather than the invite failing.

Hope this helps clarify it.