unable to add user

[johannes tavarwisa]

Hi Im trying to invite a new user however iam getting the following error .

The user doesnt have a previous account 

[Ashish Sabne]

• Check Email Format: Ensure the email address is entered correctly and follows the proper format.

• Verify Domain Restrictions: If your organization has domain restrictions, confirm that the user’s email domain is allowed for invitations.

• Use a Different Email: Try inviting the user with a different email address to see if the issue persists.

• Invite via Admin Panel: Make sure you are using the correct process to invite users through the admin panel.

• Contact Support: If the problem continues, reach out to Atlassian support for assistance.

[Kieren _SmolSoftware_]

Hi @johannes tavarwisa 

This error only exists if the email you’re inviting already has an account associated with it and is currently deactivated.

There are a few reasons this could have occurred without your user understanding that they used to have an account:

1. They could have used Trello with that email, and the account was claimed and deactivated by your admins to reduce their Atlassian Guard costs.

2. The account could have been auto created as part of a server -> Cloud migration or setting up SCIM in Atlassian Guard. Then subsequently deactivated.

3. There’s definitely a few more likely scenarios…

But reasons aside; the only option for you to get that specific email invited is to contact your Org Admin responsible for managing your claimed domains and managed accounts, and have the email/user reactivated.

Or, as @Ashish Sabne suggested, you can invite them via an alternative email.

Good luck,

-Kieren

 Co-Founder @ Admin Automations | Ex-Atlassian

[Kieren _SmolSoftware_]

Sorry, I assumed the users email domain was the same as yours.

If the user is a part of another company, you’ll have to get that user to work out who their Org Admin is, to re-activate their account. The best bet is to start with emailing their IT team.

[Ashish Sabne]

If you encounter an error when inviting a user because their email is associated with a deactivated account, consider the following steps:

1. Contact Your Org Admin: Reach out to the administrator managing your claimed domains and managed accounts. Request them to reactivate the user’s email account.

2. Alternative Email: If reactivation isn’t possible or timely, invite the user using an alternative email address.

This will ensure the user can access the system without any issues.