Cannot invite a "deactivated" user to Jira but cannot find out the account in the directory

[Kent YEUNG]

Hello there,

We tried to invite a user to our domain, but it shows that is "unable to invite accounts that are deactivated".

However, per checked on the directory, this account is not showing on the page even if "suspended" & "deactivated" is chosen at the filter.

May I know if there is any solution for the issue if I want to invite this user, please? Thank you.

[Mohanraj Thangamuthu · Accepted solution]

Hello, Good day. Looks like user has been de-activated on Org level. Please reach out to Org admin of the user's email domain and activate the user. https://confluence.atlassian.com/cloudkb/enabling-a-deactivated-account-to-provide-site-access-1005792657.html

[Kent YEUNG]

Hello Mohanraj,

Thanks for the response. My manager used his org admin account but cannot find out the account. 

Is there any other component we can check?

Kent

[Mohanraj Thangamuthu]

Hello Kent, Org admin user email domain and the user who you are unable to invite is from the same email domain ?

[Kent YEUNG]

They are not at the same domain, but the domain of the person we wanna invite has been added as approved domain.

[Mohanraj Thangamuthu]

Thanks. Then Org admin user should be able to activate the user. They are noticing any error message when admin user try to activate the user ?

[System Owner]

The Org Admin is able to activate the user, but we cannot find the account at the directory, so cannot activate the user. (The filter includes suspended accounts).

[Mohanraj Thangamuthu]

Hello, it looks like you are checking under Directory >> Users and not Directory >> Managed accounts. Please check under managed accounts for de-activated accounts.

[Kent YEUNG]

Hello. We don't have a verified domain so we are not using managed accounts function.

[Mohanraj Thangamuthu]

Then it looks like you don't have permission to manage this account. You need to reach out to the admin user from the end user email domain and they need to activate from their end. I believe this user is from different Org than yours, Org admin from that domain has to activate this user. https://confluence.atlassian.com/cloudkb/enabling-a-deactivated-account-to-provide-site-access-1005792657.html

[Kent YEUNG]

May I understand in this way - the account we cannot invite was deactivated in another domain, so I can no longer activate this account, unless I can access to that domain?

[Mohanraj Thangamuthu]

Yes, you need to reach out to the Org admin user of another domain and have this user activated.

[Kent YEUNG]

Thanks Mohanraj. Much appreciated

[Bilal Habib]

I faced similar issue with one my user, contacted customer support via chat and they told me the account was deactivated and we need to provide some official documents like passport/driving license to reactivate that. On provisioning of the documents Atlassian team proceeded with activation.