Can't add user due to deactivated, blocked, or disabled error message

Summary

Learn how to resolve the following error messages related to being unable to grant site access from user management:

• "This user's Atlassian account has been disabled. Contact the user's organization administrators to enable the account."

• "We're unable to invite deactivated accounts."

• "Remove or reactivate deactivated accounts, then try again."

Solution

The error messages related to being unable to add a user being the account is disabled, deactivated, or blocked is typically due to either being a managed Atlassian account, you go through an Identity Provider (IdP) or user provisioning.

Re-enable the account

As an administrator of the organization from the user's claimed domain, make sure to re-enable the user's account through the organization's administration:

1. Go to https://admin.atlassian.com and select your organization.

2. Once in the organization, select Directory and Managed accounts.

3. Search and select the user with the deactivated account.

4. When in the user's profile, click the Reactivate account button:

   

Once this is performed, go back to the site's user management and provide the user with site access.

If the button is greyed out, double-check if the user's account is activated and linked with the Atlassian cloud app on the identity provider side (for example, SAML SSO and User provisioning).