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BUG Can't Add New Customers Edited

There is a number of employees at our company who don't have a Jira-account but still need to have access to our helpdesk. So we tried to add them as customers, using their company e-mail adress like this:


Unfortunately that doesn't seem to work. Jira says that the customers couldn't be added and that we should check the adress and try again. We tried several different adresses. About a week ago, a test-account was successfully added as customer so it seems to be a random, temporal occurance, however now persisting for almost 24h.


2 answers

0 votes
Tansu Akdeniz Community Leader Jan 21, 2021

Hi @Marian Branski 

Welcome to community.

It could be better to create a support ticket to Atlassian to investigate.

You can use this link:


Hey Tansu,

yeah, about that...Screenshot_3.png

Daniel Ebers Community Leader Jan 22, 2021

Free plans are only entitled for Community support.
Another idea: have you checked in "User Management" if they are probably already there but as an inactive user?
Reports here in Community stated this is the most likely reason for the error to pop up.

Please also check if they appear from "Jira Service Management" in administration.

Both is better outlined here:

We're actually on a standard plan!


Thanks a lot for your input but apparently inactive user accounts were not the root of the problem in this case. A few minutes ago I tried again - successful. Not the first time I encountered something like that and tbh I'm a little bit annoyed, considering how much Atlassian is charging for a half-finished product while not even offering support.


Thanks anyway!  

Dirk Ronsmans Community Leader Jan 27, 2021

I guess something is wrong then with your contract cause it seems to recognize you as a Free plan.

Let's escalate this to Atlassian so they can at least fix that so you can log a proper support call next time.

0 votes
Andy Heinzer Atlassian Team Feb 04, 2021

Hi Marian,

Sorry to hear about this problem. If I understand correctly, you are trying to invite other users at your domain to join this Service Management project as a customer, but you are unable to do so consistently.  I can see that your account appears to be in the Agent role, so this is something that I would expect you to be able to do.

I agree that a support case should be created here.  However since you are not a site-admin, this is not something you can do yourself right now.  Indeed, this is a standard plan, and not using the free plan, but only site-admins and billing/technical contacts on standard or premium plans can create support requests of this nature as per our Atlassian Support Offerings.  I would recommend reaching out to one of your site-admins on this site and request that they create a support case for this problem so that we can more closely investigate your site and gain the details about the specific email addresses that are trying to be added here.



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