Account is deactivated

[Ibrahim Ramzat]

I am trying to login to my Trello account through Atlassian but I get this error:

"You don't have permission to access this content
It looks like your account has been deactivated.
We've sent you an email with details of who to contact to get more information about this."

I do not get any email afterwords.

The account and email which I am writing this issue from is a temporary account. The account that i am trying to connect Trello is different than this one. It start with "e" instead of "i"

I did not deactivate the account. I worked on it in October 2023. And I tried to login with both way, a user name and password and access through email. And both gets me the same error.

I have been forward from Nic through this ticket:

https://community.atlassian.com/t5/Atlassian-Account-questions/Account-is-deactivated/qaq-p/2559700?utm_source=atlcomm&utm_medium=email&utm_campaign=immediate_general_answer&utm_content=topic&emcs_t=S2h8ZW1haWx8dG9waWNfc3Vic2NyaXB0aW9ufExRNUZYOEVTRVVZQVIzfDI1NTk3MTF8U1VCU0NSSVBUSU9OU3xoSw#U2572720

[Nic Brough -Adaptavist-]

So have you contacted the administrators of the system you are trying to get into?

They are the ones who would have deactivated your account.

[Ibrahim Ramzat]

Nic please give me clear instructions on where should I contact the administrators. You are using terminologies that I am not aware of.

With "the administrators of the system" do you mean Trello?!
I am lost. When I go to trello.com and then I click on "Contact us" the "Visit help site" OR "Go to community" I get transferred to this Community page! 

If you are referring to Trello then please tell me how to contact them

[Nic Brough -Adaptavist-]

I can not tell you who owns the Trello workspace you are trying to get into.

You can get a "deactivated account" error in two circumstances:

• Your account has been inactivated in the system you are trying to get into.  In this case, it would mean one of your Trello admins has deactivated it.
• Your Atlassian account has been deactivated entirely.  The owner(s) of the account have to do this.  For personal Atlassian accounts (like the ones we are using to post here), the owner is you, and that would mean you have chosen to deactivate the account.  For managed accounts (like my Adaptavist one), the owners are the organisation.

The previous question established that it was probably the second case.  As you do not think you deactivated your own account, it must be a managed account.  So you'll need to talk to the administrators of it.  (If it is a personal account then you need to go to id.atlassian.com and re-activate it by using the "can't log in?" link on the login screen)

There is one other possibility - Atlassian can deactivate an account as well, of course.  They only do it when accounts are behaving in a malicious way, which is mostly "using the account to set up free Jira instances which are then used to send spam", although a couple have been deactivated for refusing to change their inappropriate behaviour after Atlassian asked them to stop.  I very strongly doubt that this has happened to you - you have to be very very bad to have that happen.

[Ibrahim Ramzat]

My account is personal and not shared or managed with anyone. And I did not deactivated it. The only thing I did was adding "power ups". But you already told me that this does not effect the account.

I did this now:
1- Went to id.atlassian.com
2- Clicked on "can't log in"
3- Add my email that start with E
4- Got "Set your new Atlassian password" email
5- Clicked on the link in my email and sat a new password.
6- Tried to login with the new password but I got the same error :(

I did not get any email afterwords although the error ends with "We've sent you an email with details of who to contact to get more information about this."

[Ibrahim Ramzat]

Please note that I did not use my account to contact anyone. I only used trello for food video links and scripts for my youtube channel. I confirm there is nothing malicious in the links or the text I used. And I did not get any email to notify me with deactivating my account. 

[Nic Brough -Adaptavist-]

Ok, great.  When you tried to login in step 6, what were you trying to log in to?

To get the most information, I would try to log into at least three Atlassian systems, and for this one, I would test with:

• The Community here, or one of the Atlassian Cloud sites I own, or at least have access to (I own two, but my Adaptavist account may have access to a few hundred according to my bookmarks!)
• id.atlassian.com
• Trello.com 

And what are the error messages you get when you try?  The full text of the message in each case, so we can match it up with the test that the system does against your account

(p.s. I only mentioned the malicious account bans for completeness.  The fact you are responding here tells me you are not!  It's only done to robotic spam accounts and when someone is incredibly bad after having been told to stop by an Atlassian manager, and I only know of two of those)

[Ibrahim Ramzat]

In step 6 I tried to login to Trello.com
I tried to login through the Community, id.atlassian.com and Trello.com and I am getting the same error:
"You don’t have permission to access this content

It looks like your account has been deactivated.

We've sent you an email with details of who to contact to get more information about this.

Log in to a different account"

[Nic Brough -Adaptavist-]

I get different messages from them when I try a deliberately deactivated account in the application, so if they're all giving the same message, that must be coming from Atlassian Account login.

This means the owners deactivated the account as a whole, not removed it from a single system.  If you've tried to get back in and done the reset password thing, and still get the message, then you need to talk to the people mentioned in the email (the owners of the account).

If you're not getting the email, or do not know who the admins are, then your only option is to raise it with Atlassian support at https://support.atlassian.com/contact.  Give them both email addresses for your current and deactivated account, and tell them id.atlassian.com cannot be logged into for the deactivated one.

[Ibrahim Ramzat]

Nic I am not following you and we are getting in an endless loop

You said "I get different messages from them when I try a deliberately deactivated account in the application,"
But I did not deactivate my account. I wrote to you saying that I have been trying to "login" and not "deactivate". And I did try to login as per your request. So what is the "deliberately deactivated account in the application" mean? and why are you mentioning it here?

Also, you said "you need to talk to the people mentioned in the email " But I have already mentioned several times that I am the owner and this is a personal account. And there is no one own or manage the account. I said that in this current conversations few hours ago! 

And I have already told you that I tried to raise the issue through https://support.atlassian.com/contact.  and I get that they did not accept @Gmail accounts. And asked you what is the options I should use.

Can you please escalate this issue from your side?

You have my email and you have all the details. Please let someone confirm the technical aspects of this issue. It is not acceptable to exchange endless chats for this issue. This is the longest customer service chat I have ever had.

[Nic Brough -Adaptavist-]

I am not sure how else to explain it.

We have run through establishing whether the account has been deactivated from using individual systems, or on the whole.

Your answers tell us that the whole account has been deactivated.

So we tried to reactivate it by logging in (via password reset), and that has not helped.

So, your Atlassian account is deactivated.  The only way that happens is when the owner of the account chooses to deactivate it.  You believe you are the owner of the account.

You have tried to raise this with Atlassian, but for some reason you have not explained, you went to the Atlassian partner portal (which only accepts logins from Atlassian partners).

Please try again using the Atlassian account you are using to post here.  Stick to support areas, do not start clicking on partners.

[jkim]

@Ibrahim Ramzat Ibrahim, did you find a solution by any chance?

We are going through the same issue with a team member and we can't seem to find a solution or connect with someone through the support team as it just reverts us back to the communicty. 

In our case, I am the admin for a particular trello board, and my boss's account was deactivated it. Both he and I did not de-activate his account.

Any feedback from anyone would be greatly appreciated.

[jkim]

I am read through the reactivation link below, but my bosses account does not show up. (I clicked "Members" on the left side menu below "Boards")

https://support.atlassian.com/trello/docs/what-is-a-deactivated-user/#Reactivating-a-user