Managed Synced Atlassian Account remains in Suspended state

Summary

Atlassian Account remains in Suspended status despite showing as active under Managed Accounts and being active in the Identity Provider source directory.

Solution

This is expected behavior, it is important to understand the difference between suspended users and deactivated users:

• Suspending a user removes their access to your Organization's products. This means they will not consume a license but will still be able to access their own Cloud Site (or another they have access to elsewhere) and to other sites like the community.

• Deactivating a user disables the user's access completely to all Atlassian services, which prevents any logging in to any product or site they had access to previously. You can only deactivate managed accounts and for SCIM synced accounts this can only be done directly from the source directory (Identity Provider)

You can restore the user from the admin interface, to do this:

1. Login to admin.atlassian.com.

2. Select the desired organization (if you have more than one).

3. Click on Directory.

4. Click on Users.

5. Click on Filters.

6. Scroll down under Status and check Suspended.

7. Search for the account you want to restore.

8. Click on Restore access next to the user's name.

   1. Or click on the trigram icon (...).

   2. Click on Show details.

   3. On the new screen, click on the trigram icon (...).

   4. Click on Restore access.

Alternatively, you can also use the Restore user access API endpoint from the Organizations REST API.

Our engineering team is exploring a feature request (ACCESS-1009) to provide the ability to control site & product access for accounts via user provisioning (SCIM provisioning) to effectively suspend or un-suspend managed synced accounts.