We're unable to invite user - user has account that is disabled or suspended

[Stuart Wan]

Hi there,

I'm inviting a user and the error below pops up. This is the only email out of 13 that is getting this error.

I've also checked our Directory and there is no managed account with this email. Hoping anyone has any idea where else to check or how we can resolve this?

[Andy Heinzer]

Hi @Stuart Wan I have created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-931647

If you could, please share with us the email address of that user you are trying to invite within that support ticket.   Our support team should be then able to better help.

Thanks

Andy

[Stuart Wan]

Thanks, Andy. I've added it in the ticket. 

Kind regards,

[Valerie Knapp]

Hi @Stuart Wan , thanks for your question.

I was able to replicate this error in my instance -

In my case, I see the option to restore access to this user. Are you in the Directory / User section or in the Managed accounts section?

I also had to, on this page, remove the filter for active users in order to see the suspended ones.

Please let me have your feedback if this helps or if you are still stuck.

Cheers

[Stuart Wan]

Hi Valerie, thanks for your response.

Currently I only see Managed Accounts and Domain in the Directory section. Do you know where I can find that?

I'm an org & site admin so I'm not sure what other permission I should have. 

Thank you.

[Valerie Knapp]

Hi @Stuart Wan , thanks for your message. Ok, if you only see Managed accounts, please can you check that these users are not suspended in the domain / on the identity provider side?

[Stuart Wan]

Hi @Valerie Knapp

Under managed accounts/domains, the user's email is not showing up. How can i go about checking on the identity provider's side? 

[Valerie Knapp]

Hi @Stuart Wan , thanks for your response. I have escalated this to Atlassian because I am not sure about why you are seeing only Managed Accounts. Hopefully they will be able to assist you further.