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Why Am I Unable to Add a Customer to my Project

We recently migrated to a new instance of JIRA

During that process we exported and imported the users.

A user that was on the old instance now does not have access to the new instance.

When i attempt to add the customer - I get the error message ****@****.biz is not a valid email address.

This is strange as the user was fine on the old JIRA portal.

Can anybody help??


1 answer

0 votes

Hello @Lawrence McGuire,

Thank you for reaching out to Atlassian Community!

Checking the details of your site, I can see that there are many users with the email domain ****.biz, but they are inactive. What might be happening, in this case, is that you are trying to invite a customer that has an inactive user account.

Please, go to Cog icon > User management and search for the email address.

Screen Shot 2021-07-08 at 13.45.55.png

If the account is inactive, please, reactivate and remove all the groups from their profile, so you will be able to add them as a customer on the Service Management project.

You can also delete the account and then add them again directly in the project, just wait about 5 to 10 minutes just to make sure the account is completely deleted.

If they are not listed under Users, then check Jira Service Management (also on Cog icon > User management).

Kind regards,

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