How toe enable an deactivated account

[p_okken]

Hi, 

We have added an account of one of our customers to our Jira-environment. 

He is not able to accept the invitation, because his account has been disabled. It i possiblie for him to make a request for a password-reset, and receives the email and i able to reset the password. But still cannot logon to Jira, because his account has been disabled. 

I have already found these posts:

• https://confluence.atlassian.com/cloudkb/enabling-a-deactivated-account-to-provide-site-access-1005792657.html
• https://community.atlassian.com/t5/Confluence-questions/How-do-enable-activate-a-previously-disabled-deactivated-user/qaq-p/237206

But an additional problem is, that he does not know who the admin is of the Jira-environment in which his account has been disabled. This might be an third party (ic. a supplier).

How to solve this?

Any suggestions?

Kind regards

Pedro Okken

[Dhanush · Accepted solution]

Hi @p_okken , In line with @Dirk Ronsmans 's previous comment, the user in question needs to reach out to their admin who has claimed their domain.

This is to gain insight into why their account has been deactivated/disabled. Once the account is reactivated, you will then be able to add the user on your site.

[Dirk Ronsmans · Accepted solution]

If his account is deactivated it has to have been from an environment that was able to claim his account meaning they would have needed to verify the domain his account is linked to

This being a supplier would be odd as the claim would have need to have been done with a DNS verification of the domain.

To be honest there is nothing you can do on your end if the account has been deactivated.

They will need to contact their own support to figure out what Atlassian environment they have internally and who claimed their account.

Maybe, but that's a true maybe, he could reach out to support to see what environment has a claim on his account and go from there. (but local IT would be an obvious first step)

[p_okken]

Hi @Dirk Ronsmans and @Dhanush 

Thanks for your answers and support! 

I have also contacted support of Atlassian, and they acknowledged that an admin should reactivate that account. Now hoping that he will find the admin in his organization.