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Hmm. A site admin account can only be disabled by another site admin, or when your Cloud subscription has been cancelled (either by asking or by not paying). But you should have been emailed about any cancellation if you're the owner of the Cloud systems.
You don't have admin rights if you can't re-activate users on that users "edit user" page.
I haven't currently got site-admin on a Cloud system to check this, but I remember some talk about "if a user is completely deleted from a remote directory (or atlassian account), you still see their account for the history, but can't re-activate it because there's nothing there any more". I'm not sure if that was just a suggestion or if it had been done. That could explain it too.
Hopefully! Last time I ran into it, Atlassian got in touch about 36 hours after I tried to log in and got that message. I didn't have to contact them, and better, they didn't actually ask me any questions, just said "we needed to do some verification, we've completed it, please log in now".
I can't do anything about verifications - we're a community of end users who try to help each other, not Atlassian themselves (although you can find them here). Your user will need to contact them directly to chase it up! I would go via https://support.atlassian.com/contact
Yes, I got help from Atlassian Cloud Support. Apparently the account I had trouble with was "owned" by the customers organisation (organisation admins). Atlassaian Cloud Support helped me fetch the names and the account owner could contact them and get his account activated (which I couldn´t do).