[SOLVED] Cannot reenable a disabled account

Nils Laumaillé January 6, 2022

I'm facing something that I cannot solve alone.
My account in Atlassian Cloud has roles ORG & SITE ADMIN.
I can see that some users have the status « Account disabled ».

But when opening the user details, I cannot see any action button or link permitting to enable the user.

While reading the help, there should be a button to perform this action but I cannot see it (please refer to the screen capture below)

2022-01-06 16_47_36-Mozilla Firefox.png2022-01-06 16_48_31-Mozilla Firefox.png

What did I wrong?

Thank you for any suggestion.




3 answers

1 accepted

3 votes
Answer accepted
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 6, 2022

Hello @Nils Laumaillé,

Thank you for reaching out to the Atlassian Community!

When an account is disabled, it’s possible to enable it again via Organization.

From the screenshot, you are viewing the User management page, but as an Org admin, you need to access https://admin.atlassian.com and there you can manage the account and reactivate it again.

Note that, you will only be able to reactivate the account in case it’s from the domain you verified.

As an administrator of the organization from the user's claimed domain, make sure to re-enable the user's account through the organization's administration:

  1. Go to https://admin.atlassian.com and select your organization.
  2. Once in the organization, select Directory and Managed accounts.
  3. Search and tap the user with the deactivated account.
  4. When in the user's profile, tap the Reactivate account button.

Screen Shot 2022-01-06 at 16.27.26.png

In case this user is from another domain that was verified on another organization that you don’t have access to, only who owns the domain and are the Org admin will be able to reactivate the account.

If you have any other questions regarding this matter, please let us know.

​​Kind regards,

1 vote
Nils Laumaillé January 7, 2022

@Angélica Luz@Utkarsh Agarwal _Nagarro_ 

Thank you both for your answers.
Indeed I was not using the correct "domain".
2022-01-07 09_19_17-Administration.png

I was accessing the list of users from button #2.
I didn't know that the point #1 was a link.

And so from this page called "Managed Users", I can indeed reactivate an account.

Jira can be a bit complex sometimes ;)

Thank you for your great support.



0 votes
Utkarsh Agarwal _Nagarro_
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January 6, 2022

@Nils Laumaillé,

From the snapshot it looks like the user account is a managed account probably outside your organization. The organization managing the user account must have disabled the account. To get more clarity on this i would suggest you contact Atlassian Access team.

Kind Regards

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