Enable deactivated account to provide site access
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
A user cannot be re-granted with site access due to the account being disabled, even though the user is listed in the Users list from the user management.
Solution
Identifying and addressing the problem
The following message is displayed when accessing the user's profile while in the user management (https://example.atlassian.net/admin):
This user's Atlassian account has been disabled. Contact the user's organization administrators to enable the account.
Although a user is already added to an Atlassian site, a managed Atlassian account can be deactivated or deleted by an organization administrator. This means that while the user is still added to the site, their access can no longer be granted or added to a new one.
There may also be a situation where an end user can't be invited to a site due to the following message:
We're unable to invite deactivated accounts.
Remove or reactivate deactivated accounts, then try again.
Re-enable the user's 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:
Go to https://admin.atlassian.com and select your organization.
Once in the organization, select Directory and Managed accounts.
Search and select the user with the deactivated account.
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 (e.g. SAML SSO and User provisioning).
If you do not have verified domains or if the verified domain does not belong to your organization, you must get in contact with the administrator of the organization that has the user's domain claimed.
Another organization may have claimed the same domain and is managing the end user's Atlassian account. The org. Admin (s) of that other organization must be contacted as they must re-activate the end user's Atlassian account. Those org. Admins may unclaim the managed Atlassian account and allow another org to claim it. See Unclaim accounts and #Claim accounts for more info.
If the email address of the relevant organization Admin (s) can't be located, please ask the end user to contact Atlassian Support directly for information regarding the organization. admin(s): https://support.atlassian.com/contact/
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