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User that cannot reset password or receive invite

Jill Moffitt

I have a user that had an account left the company and came back, since then he cannot get into Jira. I have tried to remove his old account, invite him back nothing works. He has worked with out IT department to see if the emails were blocked they are not. Please help.

Accepted answers

Jill Moffitt

All of that has already been done. I need Atlassian to investigate.

All comments

Anwesha Pan

When a user is removed or offboarded, Atlassian doesn't completely erase the record, it often marks the identity as suspended or deactivated. Below are troubleshooting steps:

Step 1: You could verify the status of the user in Atlassian Admin

Go to admin.atlassian.com and select your Organization.
Navigate to Directory —> Users.
In the search filter, make sure you change the status filter from Active to All or check Suspended/ Deactivated.
Search for the user’s corporate email address:
- If the user appears as Suspended/Deactivated: Click on their name, click the ... menu (or top-right action button), and select Restore access (or Reactivate user). Do not try to invite them while they are suspended.
- If they show as Active: Proceed to Step 2.

Step 2: Ensure Jira roles are granted

Click on the user’s name in Directory —> Users.
Check Product access:
- Does the user have a checkmark and assigned role under Jira (e.g., Jira Software, Jira Service Management)?
- If not, toggle on product access or add them to the default Jira group (e.g., jira-software-users or jira-users).
Check the Site-level access:
- Verify they are assigned to your active Jira Cloud site URL.

Step 3: Check SCIM/ Identity Provider: If your company uses Atlassian Access with an external Identity Provider (IdP) for Single Sign-On (SSO) and User Provisioning (SCIM):