Can't invite a user

Alexandra Skinner April 24, 2024

Hello,

I am unable to invite a new user - this user never used any Jira account using this email, not in our list. But I am still getting this error, not able to invite.

 

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we’re unable to invite users at least one user has an account that is deactivated or suspended. only an organization admin can restore their access. if the account doesn’t exist in your organization, contact support.

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Please, let us know what can be done. Thank you!

This discussion brings a similar problem, but there is no resolution for those who never used an email and still get this message.

https://community.atlassian.com/t5/Jira-Software-questions/Can-t-invite-a-new-user/qaq-p/2222818

1 answer

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Victor Law
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April 24, 2024

Hi @Alexandra Skinner

The user account likely exists on the Atlassian Access level, and they might have created the account for other Atlassian Cloud products or sites. However, Atlassian Access's organization admin seems to have deactivated that account.

I strongly suggest you contact the organization admin to verify the account's status on the Atlassian Access level.

Here is the guide on re-enabling a deactivated account:

https://confluence.atlassian.com/cloudkb/enabling-a-deactivated-account-to-provide-site-access-1005792657.html

Thank you.

Alexandra Skinner April 24, 2024

Hi Victor! Thank you for your replay. As an org admin I can confirm that there is no user with this email that was created or can be found.

Victor Law
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April 24, 2024

Hi @Alexandra Skinner

The missing account could be hidden due to the default Status filter on the Atlassian Access page, which most people might have overlooked.

Screenshot 2024-04-25 at 1.03.54 AM.png

However, if you have already checked the deactivated filter and still cannot find the account, I suggest contacting Atlassian Support for verification. It's possible that there could be an error on their end that needs to be resolved.

Thank you.

Alexandra Skinner April 24, 2024

Yup! Only active users are present and suspended or deactivated users do not exist. The support link took me here so not sure what other support option we have - but seems like free version does not have anything else available.

It seems to be a system bug though.

Thank you for trying to help us!

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