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"Failed to retrieve user"

User names are no longer appearing on any software or service project. Whether it be a customer or backend user. It just says "Failed to Retrieve User" following by a user ID such as 5bb23f03ab2e976d0b642186

25 answers

1 accepted

5 votes
Answer accepted
Andy Heinzer Atlassian Team Jun 25, 2019

Hi Nick,

Sorry to hear about this problem.  We were experiencing an issue that was impacting some Atlassian Cloud customers around the time you created this question.

The issue has now been resolved.  For further details you can review this statuspage incident link of:

We're still seeing this issue today 7/3/19. 

"Failed to Retrieve User 5c5b4b56b287111683608562"

Like Gabriel Viger likes this

We've had this issue ongoing for the last 10 days or so.

Usually only affects initial issue created email but viewing issue and subsequent emails are fine.

However a few minutes ago, all users starting showing failed to retrieve, only to resolve itself a few minutes after that.

Edit - Jira status is showing maintenance right now so that would explain the most recent issue, but not the ongoing initial email issue.

I have a similar problem when receiving email notifications from Jira.

For example, multiple users make edits/transitions on some Jira ticket, and I receive email notifications for this ticket, some of these notifications will have the users' names, other won't. It varies, so in one email notification the same person can be named, in another email the same person can be "Failed to Retrieve User xxxx"

Andy Heinzer Atlassian Team Jul 08, 2019

Hi all, sorry for the delay, I was out last week. 

It appears there was another documented incident in the time frame you replied here.  You can see more details about this in

This specifically affected user profiles and user searching.  So the given error certainly looks like it was directly related to this scheduled maintenance.  Sorry for the inconvenience.  I expect this has been resolved.  If not, please let me know.


Seeing this again today.

Currently having similar issues

Hello I am still getting the "Failed to Retrieve user" issue.  It doesn't seem resolved. It's always happening with first time users who contact the JSD. Can you please advise? 

Andy Heinzer Atlassian Team Jul 26, 2019

Hi @Carole 

In your case, I would want to create a support case so that our Cloud Support team can take a closer look at your environment.  You can do this by

  1. going to
  2. Select Technical issues and bugs
  3. Select Product (Jira)
  4. Select Cloud
  5. and enter your cloud URL (such as

This will ensure that your request is routed to our technical support team that can more closely investigate this problem.



We're seeing this today

I am experiencing this issue today for the last few days. 

Andy Heinzer Atlassian Team Aug 01, 2019

@Nina Pyron and @Puru Tharma Unfortunately,there is currently an active incident that is being tracked around this problem.  More details in

I would recommend subscribing to that event as this will be a quick way to get updates on this problem. Once resolved that incident will be updated to reflect this state.

Sorry again for the inconvenience here.


@Andy Heinzer We are seeing this error again today, "Failed to retrieve user" - is there a new issue to track?

Andy Heinzer Atlassian Team Aug 27, 2019

Hi @Pamela_Ross 

I have not seen any outages that might involve this error recently.  Nor have I found any recent support cases about this error.  I would recommend creating a new support case by going to

  2. Select Technical Support & bug reports
  3. select Jira product
  4. select Cloud
  5. enter your Cloud URL

This will prompt you for more information, but will also submit your request to our Cloud support team that can better investigate your instance details.

 Happening here now too.  Very frustrating and causes confusion

It's October and I'm seeing this again, please fix. I can't tell who is doing anything.

Same here

Like # people like this

We are experiencing this issue as well.

Like # people like this

I've only encountered this briefly once before.
As of 5-10 minute ago I am seeing this issue across all projects.

Like # people like this

A follow-up. I can't see assignees, reporters, commentors, or even @mentions. We are desperate for a fix.


Like Jonathan Ditzel likes this

We are experiencing this as well.

Like rrogers likes this

@Emily Jarvis , @Jessica Mosley , @Nick_Turner :

I submitted a new ticket for this, if you wish to follow/ add your comments to it, to aid in faster resolution:

One of our users just asked me about this, and I've seen it this morning as well.   I would add a comment, but I do not have permission to view the request.

We are still seeing this issue as of 2:10pm EST, 10/22/2019.

We are experiencing this issue widespread this morning...Was spotty previously...What is the cause and when will this be corrected?

Same as reported by Lacey. All users in tickets are showing "Failed to retrieve user" including when trying to @ tag someone internal to a ticket. ETA on resolution please. 

Like # people like this

I am seeing this issue as well. I cannot assign an issue to myself.

 I submitted a new ticket for this, if you wish to follow/ add your comments to it, to aid in faster resolution:

We are getting the same issue today.

We are also seeing this issue on and off today.

Like # people like this

Same issue here.

Like Jonathan Ditzel likes this

I submitted a new ticket for this, if you wish to follow/ add your comments to it, to aid in faster resolution:

Like Selena Moon likes this

We are getting the same issue today as well for (Cloud Jira). We need this fixed ASAP. Note that is now showing this error.

Same issue with us today. Please help to fix. 

Also having this issue at the moment. 

Hello all on this thread - I'm not part of the Atlassian team, but figure to share that adding messages to a "Resolved" thread is not really best practice. Should be submitting help cases through their contact section and selecting the appropriate priority. Also, instead of duplicating a message from the person who wrote in right before you, might make sense to utilize the "Votes" shows on the left. If you're like me, reading this thread of the same messages from a mixed bag of dates is fairly confusing and not very helpful.

My point is, the more help requests they receive, more likely they are to ramp the priority and expedite a fix. I'm not so sure they value the quantity of community messages on a thread, less a resolved thread.


Thank you for this, for the life of me I couldn't find where to submit this. I just created a ticket with them and put in a link to this thread. This has 34 people and counting that have been adding to it. Hopefully, they will see that.

It seems that this issue on October 21, 2019 has been resolved.  It is working again for us.

FYI, it's spotty. It's been on and off all day. It might return.

Like Jurica Mlakar likes this

Ours is back and forth

Like Jonathan Ditzel likes this

Ugh....  Would be nice if they actually reported an Incident at Jira Software or Jira Core for those who subscribe to those system errors (me).  Poor customer service.

Like Jonathan Ditzel likes this

We are currently facing the same issue !! 

Like Jonathan Ditzel likes this

Same issue for us too!

Like Jonathan Ditzel likes this

Is there an update on this issue?

Hello, We are experiencing "failed to retrieve users".

Same Here!

Here in Brazil we got the same issue today.

Este problema se esta presentando nuevamente hoy.

I created a ticket with Atlassian support for this issue by doing the following: 

  1. going to
  2. Select Technical issues and bugs
  3. Select Product (Jira)
  4. Select Cloud
  5. and enter your cloud URL (such as

I think the more reports here the the faster they will be at resolving this. 

I submitted a new ticket for this as well, if you wish to follow/ add your comments to it, to aid in faster resolution:

Like Ujay A. Vincy likes this

Hey Lil, that's a support ticket we cannot access it. Nevertheless, it will get actioned from A's end.

Like Lil likes this

I'm still seeing the "Failed to Retrieve User" in the rest responses. Is there any issue I can track?

We also are seeing "Failed to Retrieve User" again.

We are encountering the exact same problem sometimes since today.

Hi there...

Just moments ago everything was fine and then user names are not showing up.

The issue seems to have re-cropped. Is there an ongoing incident? 

"Failed to Retrieve User 5d19feb5e3f1b90d1765bd47"

A quick help on this topic would be much appreciated.

Thank you.

Same issue in our Org

Like Ujay A. Vincy likes this

Hi Ben and Others....


The issue seems to have be rectified. Thanks to Atlassian team. Appreciated.

We are still experiencing this on and off throughout the day. 

Like Ujay A. Vincy likes this

Same issue for us from this morning.

We are experiencing this as well today - "failed to retrieve user".

Yes, its on and off. But I am sure its not a problem. I saved a comment with the error message saying "Failed to Retrieve User 5d19feb5e3f1b90d1765bd47" but later it got updated properly to the referenced user.

In my opinion, there's nothing to worry much about this at the moment. when I '@' a user it still retrieves that user, error or not.

Update: Haven't faced the user retrieval error today. All good.

We are also seeing this issue today. It was working just a few minutes ago. Is there a fix in the works?

We are experiencing the same issue right now.

the issue seems to be resolved on our end. Thanks for the fix!

Like Lil likes this
0 votes
miikhy Community Leader Jun 25, 2019

Hi Nick,

This change in the user references is due to GDPR (the European regulation for privacy).

You can find more details here:

In most cases, APIs and functions allow you to retrieve user profiles with their unique ID, depending on what you're trying to achieve you should find a workaround!

Feel free to share more details if you need assistance porting your current state to a GDPR compliant way of working with Jira :)

Hope this helped!


Hi miikhy,


If it was GDPR related, why was it fine all these days and now suddenly I am facing the same error now?

I did not change my login credentials nor updated my profile in anyway in the recent past.

I updated our workflow to a new one over the weekend. I made sure to map all existing Statuses to new ones. This morning, users are reporting an issue when moving existing issues into the Development status when we get the error in the Assigned and Project Manager fields:

Failed to retrieve user

I exported the user file and they are valid users who are not available in the drop-down lists  (since they are already assigned). 

Is this something that could have been caused by the workflow change? If so, what is the fix?

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