"Add People" in Project is greyed out. Adding user in Site Admin doesn't add them to Project.

[Ricky Leone]

Hello—I'm trying to add a new member to my Jira, but I'm unable to do so through the Project settings (it worked on day one, though).  When I invited the new user through site admin, they were added to the "site," but they're unable to see the project on their side, and I'm not sure how to get them into the People management section shown above.  Any help would be much appreciated!

[Earl McCutcheon]

Hello @Ricky Leone ,

Thanks for reaching out and on you questions about support as you were noting that Support is redirecting you to the community portal when contacted, this is because the Cloud Free plans are offered support by the community forum only as covered in the Atlassian Support Offerings 

Next, looking at the scenario you described of being able to add new users under the site administration but those new users not being able to see the projects, seems like a project level permission configuration conflict.

However, in the "Cloud Free" plans access to configure the project permissions is disabled, and all users are granted project admin by default, but when the site started off it will have had full feature parity to a paied license allowing access to the configurations on the initial 7 day trial period before being converted to a free plan, at which point it will have then converted to the free plan at the end of the trial period causing loss of access to the full feature parity to a paid instance, OR another feature parity loss can occure and be introduced if the data was migrated to the free plan from a pre-existing site, the permission schemes once altered from the initial period or alternate data source is retained in the free plan, but no longer be modified once converted to the free plan leading to a scenario where the new users can be locked out of the projects due to this limitation in free plans.

Some details on these limitations can be seen in:

• Project permissions, roles, and issue-level security in Free plans 
• Limitations in Jira Cloud Free plans

As covered in the KB's to gain access to the project permissions to make changes you could temporarily upgrade your plan To take advantage of Jira's full feature set, then once you are satisfied with the project permission set revert to the free plan once changes are in place and they will remain persistent and locked at this point.

And from the behavior you are noting the new accounts are more than likely not being added to a group that has "Browse Project" project level permissions, more than likely set on the Default Permission scheme in the initial 7 day trial period of the application as covered in "Managing project permissions" , so that new users would require beign manually added to a projects scheme post user creation rather than automatically being granted access to the projects.

Regards,
Earl

[Pavel]

Wow, that's freaking super user friendly! That's ridiculous how Atlassian changes everything in JIRA all the freaking time and each time I have to spend HOURS to investigate what the freak is going on there!

[John Funk]

Hi Ricky - Welcome to the Atlassian Community!

What is the user's status in the Site Admin (Users) section? And how many users total do you have - because I think there is a limit on the free version.

[Ricky Leone]

Hi John—thanks for the prompt response!  Just five including the new teammate.  His status is "Has site access" which updated after he accepted the invite, but was unable to see the project afterwards.

[John Funk]

I see an bug reported to Atlassian a while back. But they say it is fixed.

https://jira.atlassian.com/browse/JRACLOUD-71485?_ga=2.77607955.625634002.1576503562-1313086432.1576012938

You might need to open a support ticket with them.

https://support.atlassian.com/contact/#/

[Ricky Leone]

I've tried multiple times; Atlassian's awful customer support keeps sending me back here because I'm on the free plan, so it's impossible to report the bug.

[John Funk]

Maybe try to add him on another project and see what happens? Without support, that's going to be tough to track down. 

Might even try to add a new user and see if that one can be added. Then delete the old one. :-(