Cannot '@' mention a specific user in Confluence Cloud

[Alon Hartman]

I have a specific user that I cannot directly mention via '@' in Confluence Cloud.

This user doesn't have permissions to our JIRA Cloud.

He is a member of the "confluence-users" (default group for Confluence).

The same configuration that he has, hundreds of other users in our organization has and they can be '@' mentioned. 

Have checked numerous other articles, most of which are older and suggest reindexing (a feature no longer available to admins in the cloud) or giving permissions to Jira (something that cannot happen because of separated responsibilities (Dev vs. Sales etc.)

[Ollie Guan_携程 · Accepted solution]

Hi @Alon Hartman ,

Similar issues have appeared in the community, I'd suggest you to raise a support ticket to support team.

https://support.atlassian.com/contact/#/

https://community.atlassian.com/t5/Confluence-questions/Mentions-not-working-for-some-users-in-Confluence-Cloud/qaq-p/368398

https://community.atlassian.com/t5/Confluence-questions/Cannot-mention-specific-user-in-Confluence/qaq-p/1217622