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

Kent YEUNG May 16, 2024

Hello there,

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

2024-05-17 12_33_13-Administration and 5 more pages - Work - Microsoft​ Edge.png

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

2024-05-17 12_36_23-Administration and 5 more pages - Work - Microsoft​ Edge.png

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

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Mohanraj Thangamuthu
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 16, 2024

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 May 17, 2024

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
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 17, 2024

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

Kent YEUNG May 17, 2024

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

Mohanraj Thangamuthu
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 17, 2024

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 May 17, 2024

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).2024-05-17 18_40_16-Administration - Work - Microsoft​ Edge.png

Like Kent YEUNG likes this
Mohanraj Thangamuthu
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 17, 2024

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

Screenshot 2024-05-17 at 4.15.34 PM.png

Kent YEUNG May 17, 2024

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

Annotation 2024-05-17 185100.png

Mohanraj Thangamuthu
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 17, 2024

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 17, 2024

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
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 17, 2024

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

Kent YEUNG May 17, 2024

Thanks Mohanraj. Much appreciated

Bilal Habib
I'm New Here
I'm New Here
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June 11, 2024

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.

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