Some colleagues appear Deactivated right after an invite

Question

Some colleagues appear Deactivated right after an invite, they can't access the Jira site I created either after they log in with the allowed domain fcc.es

The thing is I was able to invite two other guys also with domain fcc.es, but there are a few more that will consistently appear as Deactivated. I have tried deleting those users, resending the invites, ...

Those users never worked with Atlassian tools before, so this has nothing to do with previous usage in other projects/companies.

None of the users (the ones that successfully joined, or the ones that failed) appear in Managed accounts, so I cannot reactivate them over there. My corporate IT says they do not manage them either (FCC company, Madrid, Spain).

Please advice, as the site is already holding test info that I should be sharing with my whole team.

John Funk · Answer

Hi Alfonso,

For those in the managed users section, they probably have an email using a domain that has been claimed by another Jira instance. If that is the case, you will not be able to change information about them

Also, since you are on a Free account, you can't control permissions anyway. You can only invite to your site. Would you like us to have someone from Atlassian come take a look?

Alfonso Moreno Rey · Answer

Hello, a colleague sitting next to me with email JlorenzoL@fcc.es has an account, which he created a few days ago after my invite.

He just tried to log in atlassian (not to specifically access my jira site), same problem, he was shown a message that he is Deactivated. So it´s not only when I invite him.

All these colleagues have emails ending in at fcc.es (but 3 of us with the same termination are Active).

We tried to invite gmail accounts and that works, no problem, so my suspicion is something to do with the domain. Also some "external" colleague joined, ending in at external.fcc.es

The ones Deactivated are all "internal" workers, and they say they never used jira or atlassian before. My company, FCC Spain, is big, and it is possible that other departments I have no visibility may have used it in the past, that is why I thought they might have claimed the domain, and therefore are the sole managers of all fcc accounts. But unless you can provide who that person is, I have no easy way to go. I raised a ticket to my corporate IT, they have no clue either, they say jira is not a tool they manage.

Affected users are not former employees, renamed accounts, or reused email addresses. I have worked here for over 20 years, to my knowledge we have not used these tools before.  Best Regards.

Arkadiusz Wroblewski · Answer

Hello @Alfonso Moreno Rey

That usually points more to the state of those specific Atlassian accounts than to a general problem with your site.

Because you mentioned you are on Jira Cloud Free and acting as Product Admin, there is also a chance this is happening outside the site-level admin scope.

A few questions that would help narrow it down:

Do the affected users already have an Atlassian account with that same email address?

Can one of those affected users log in directly to their Atlassian account outside your Jira site?

Are all affected users from the same email domain, and are the working users from that exact same domain too?

Has your company ever had another Atlassian organization, admin, or central account management for those users?

Do those users appear as deactivated only when you try to invite them, or do they already show that status somewhere else as well?

Are the affected users former employees, renamed accounts, or reused email addresses?