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Trying to add customer to support portal

I am trying to add a customer with a verified email address to our support portal. I keep getting the following error. Any ideas why/how to fix it?



1 answer

1 accepted

1 vote
Answer accepted

Hi @Rebecca Wiley ,

please, could you (or a Jira administrator with access to User Management) check if the customer is active? Usually I get this error when the user is inactive.

Hope this helps,


How do I make her active?

Hi @Rebecca Wiley ,

to reactivate an user, you'll need to access Then from there, find the Manage accounts section, search for user account, click on Edit options and, from there, you'll be able to activate.


Thanks, Fabio! Doing it now!

Hi @Rebecca Wiley , please mark my answer as accepted in order to make this question solved ;)

Hello @Fabio Racobaldo _Herzum_ , I'm having the same issue but for an email address that has no users associated to it, either active or inactive, what could be the cause?

Hi @Francois Turcotte , that is the issue. You need to create the user first then add it as customer to your project.

Hope this helps,


Thanks for following up. Actually, I'm trying to add a portal user, which of course you can only add through Add Customers, as depicted by OP. 

I have a specific email address giving the exact same error as OP but it's a valid email address, we've exchanged direct emails with this address often, today included. I also have 7 other users from their domain. 

You've directed OP towards reactivating a deactivated portal users which seems to have been the issue for her.

I however do not have a deactivated portal user for that email and am trying to find a solution.

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