Can't add a customer to JSM

[Hoc]

Hello,

We had a user that was previously added as a customer to JSM. They couldn't log in and password resets didnt work. I deleted this account and then tried to add the user again as a customer.

I keep getting the error message 

'The following customers could not be added:'

I looked online and it seems that the problem could be that the user is not active. However if I have already deleted this user how can it be a non active user??

How can I readd this user.

Thanks! 

[Angélica Luz · Accepted solution]

Hello @Hoc,

Thank you for reaching out to Atlassian Community!

On Jira Cloud, it’s possible to add the same account as an internal user and as a customer, so in this case, it’s worth checking if the account is not inactive on the site. 

As a site administrator, please go to Cog icon > User management.

On this page, it’s possible to view “Users” and also “Jira Service Management” which is where the customers (portal-only accounts) are listed.

Please, check if the affected customer is not inactive on both menus.

Kind regards,
Angélica