This Users Atlassian Account Has Been Disabled - Free Jira Cloud Instance

[Madeleine Tierney]

I am using a free Jira cloud instance, in which one of my users has been randomly disabled. The error message reads "This users Atlassian account has been disabled. Contact the users administrator to enable the account." I hold the administrator role, yet don't see the ability within the User Management --> User section to do anything.

I've read other community articles noting a similar issue, like the one here: https://community.atlassian.com/t5/Jira-Service-Desk-questions/This-user-s-Atlassian-account-has-been-disabled/qaq-p/1070203 - however I don't see any options in the managed account section to re-enable the user either. 

Any guidance is much appreciated! Thanks. 

[Jack Brickey]

Hi Madeleine, welcome to the Community. Can you provide a screenshot of what you see when you go to the admin > User management screen and locate the user?

[Madeleine Tierney]

Hi Jack - Thanks for jumping in! Here's what I'm seeing. 

[Jack Brickey]

thanks I was really looking for previous screen but that is fine. Are you able to toggle Jira SW back on in this screen? Assume that is the app you wish them to have access to. Or Click on the ellipses in the upper right - what options?

[Jack Brickey]

p.s. just as a bit of an intro to Community process, you should reserve clicking "Accept answer" until someone gives you the answer that addresses your question as completely as possible. Once accepted it help future searchers (or that is the intention).

[Madeleine Tierney]

Not able to toggle SW switch back on - showing a grey'd out option there. For options within the ellipses, I see the options in the screenshot attached. 

[Jack Brickey]

Can you check the main user management screen? i’m interested in the total number of users you have in the status of all users. 

[Madeleine Tierney]

4 active users with site access (1 as admin, me); 1 that intentionally has no site access; 1 "account disabled" (issue discussing here)

[Jack Brickey]

I’m mobile at the moment but it appears to me that you have 5 users active which is the limit. 

[Madeleine Tierney]

When I go to billing, it seems I have 4 active users with a max of 10

[Madeleine Tierney]

Additionally, I just tried to remove the disabled user, and was able to do so successfully. However, if I go to try to re-invite her using the same original email, it is still flagging the account as disabled. 

[Jack Brickey]

I will get back to this ASAP but likely tomorrow. 

[Madeleine Tierney]

Sounds great - really appreciate the help so far!

[Jack Brickey]

sorry for the delay in getting back to you. first i spoke incorrectly about the limit of users in Free. it is 10, my bad. Now, I'm a bit concerned that you removed the user as I have seen it problematic to add the same email back in. Can you go to advanced JQL search and enter the following - assignee = xxx where xxx is the user in question here. does that user name show up by any chance? Do you know that they were assigned issues previously? If so it would be good to try to find an example and see if they still show in the assignee.

[Madeleine Tierney]

Hi Jack - I cannot see any assigned issues, or see that user name when I use the JQL search query - assignee = [user]. They were never previously able to have issues assigned to them, as the issue with access being revoked was the first issue we ran into. Does this provide any clarity?

[Sharif Omar]

Hi

Did you ever get a resolution for this issue? I am curious to find out how you got past it as I have the same issue.

Thanks