How to Delete a Customer Jira Service Management (Cloud)?

Zack Niece February 5, 2021

I've went to Settings from the Jira Service Management page. I don't see the options that Atlassian has explained in their 'how-to'. Any help on how to delete a customer would be appreciated since they seem to have made his task more difficult than it needed to be.

3 answers

1 accepted

8 votes
Answer accepted
Pieter Wouter Hartog
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
September 2, 2022

The following is for Jira Cloud with the 'enhanced user experience'

Just removing the customer from Project Settings - People didn't make it disappear from the Customers list in my JSM project.

After talking to Support, they gave me this answer which is what worked for me to remove a customer account:

  1. Go to Settings - User management.
  2. Select Products from the top navigation bar.
  3. Select the Site name from the Sites and Products on the left hand side.
  4. From the sidebar under Jira Service Management, select Portal customers.
  5. Find the customer name you wish to delete -> more .
  6. Select Delete account.
Deleted user February 1, 2023

thanks this is exactly what I needed.

Like Hakob Abrahamyan likes this
Ines March 22, 2023

Thanks, Pieter! You resolved a mystery :-)

Like John Funk likes this
Marcos Sciarra September 25, 2023


It deletes from all Portals of JSM, but how to delete from one portal (The user deleted from one portal should be a user from other portal still)?

0 votes
Arek March 14, 2023

We have the same problem. After migratiom from JSD Server to JIRA SM Cloud, we see all customers... And we want to delete some old and not active customers.

0 votes
Alexis Robert
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 5, 2021

Hi @Zack Niece , 


there are a couple places where you can set (and then delete) a customer : 

  1. On go to Jira Service Management and delete the customer
  2. On your Jira Service Management project, click on Project Settings and then People and remove the customer


This should do the trick ! 


Let me know if this helps, 



Zack Niece February 5, 2021

I'm on the free tier (cloud). When I go to I have to create a group and pay. Do I have to have an atlassian admin account in order to remove customers? That doesn't seem right.

On the project side, I was able to add/remove customers from groups, but I cannot remove the customer from the project. Once removed from the group, the name goes back to the default page.

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 5, 2021

no you do not. As Alexis indicated, if you have site admin permissions, just go to the User management > JSM page, find the user and revoke access. Don't delete them.

Julius Zatroch December 29, 2022

Hi Jack.

After migration from JSD Server to Jira SM Cloud (via Atlassian migration addon) we see all customers in all cloud projects...

There is no option to delete it from project, there are no customers under Project>People....

Your comments are from 2021, mazbe Atlassian changes Jira SM Cloud last year....

Like René Warsow likes this



we've the same problem with our customer instances.

Is there any way to resolve this demand? There are many customers, which are only visible in the project customer view - not the admin user management.


Many thanks


David E January 31, 2024

I have run into this same issue since migrating from Server to Jira Cloud this past month. Not all customers are listed under people, and there is no place to delete or deactivate accounts like there was on server. I can't even view any profiles from the Customer page, I always get a 404 page for each profile. I have to say I am not very impressed with the cloud version so far. It feels so cumbersome to do things and limiting.

Like # people like this
Rafa February 14, 2024

Jira > Users (Atlassian Users, Jira Users, Jira Service Management - Customer)

Jira > Jira Service Management > Portal-Only customers

Project > Customers (external customers?)

Project > Settings > People (internal and external customers?)

Project > Settings > Internal Access (Agents?)


It is very difficult to think of a more confusing and complicated way to deal with user management than the mess these people at Atlassian have built.

Like # people like this

Suggest an answer

Log in or Sign up to answer
Site Admin
AUG Leaders

Atlassian Community Events