Unable to add specific users to Jira Team – “We’re unable to add members to the team”

Question

Hi everyone,

We are experiencing an issue in Jira Cloud Teams where specific users cannot be added to a Team.

When attempting to add them, the following error message appears:

“We’re unable to add members to the team”

Current situation:

* Other users can be added without any issue

* Only specific users (multiple users) are affected

* Affected users are Active

* They can log into Jira successfully

* Product access is assigned

* Users appear in the Team member search

* Reproduced across multiple Teams

* Reproduced with multiple admins

* Atlassian Guard is enabled

* Jira Cloud Premium environment

We have already tried:

* Browser change

* Cache clear

* Different Teams

* Different admins

Has anyone experienced a similar issue or identified the root cause?

Any advice or troubleshooting points would be greatly appreciated.

Thank you.

Arkadiusz Wroblewski · Accepted Answer

Hello @nagata shumpei

This KB Article can be helpful for you with Troubleshooting.

https://support.atlassian.com/jira/kb/cant-add-user-error-when-adding-member-to-atlassian-cloud-teams-in-jira/

Brant Schroeder · Accepted Answer

@nagata shumpei Have you checked to make sure that they have the same permissions as a user that you are able to add to the team?  Have you plugged both users in the permission helper?