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Invalid email address when inviting customers to Service Desk Edited

Hi all,

The team is currently trying to invite customers to JIRA Service Desk, however for some of the customers we are unable to add the email because we're getting an error message saying to check the email address and try again, as you can see below:

Screenshot 2019-03-14 at 09.25.41.png

This is the main email account used to communicate with the customer and we need to invite the user to Service Desk, is there any way I can resolve this issue?

Thanks in advance.

5 answers

1 accepted

0 votes
Answer accepted

Hi Michel,


First of all, apologies for the trouble caused. We have identified an issue with Jira Service Desk customer invite functionality and we are currently rolling out the fix.

For updates, you can add yourself as a watcher in the following bug ticket and subscribe to the statuspage incident report:


Best regards,


Atlassian Cloud Support

Hi Muhammad,

Thank you for the reply. I'll accept your answer as a solution, as I can track the progress with the JIRA ticket you've provided.


Having same issue. Reported JST-579803

Also faced the same issue. Reported JST-586253

Check to see if they are in the Atlassian users section. It won't let you invite "customers" that are already users. 

That's probably the reason even though users are cannot be found in User management screen, they can be found on old tickets with status "Account deactivated". I'm in progress resolving this issue with Atlassian support.

@TeemuSuoranta Curious if this was resolved by Atlassian Support and what, if anything, you had to do as an admin. I am having the same issue where I am unable to add an email as a customer when they were formerly a user. I have removed their user account and removed them as a requester from all closed tickets, but am still seeing the error.

is it solved yet, as i face same problem ?

Also having this issue

I'm also having this issue trying to add someone as a customer.  I confirmed that the email address is not in Jira as a User.

Did you check the deactivated users list?

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