Re-activated Account Cannot Log In in Confluence Cloud

Summary

After you reactivate a Confluence Cloud account, the person might still receive an invalid credentials error when signing in. A password reset does not resolve this issue because it returns an expired link. Follow the workaround below. If sign-in still fails, contact Atlassian Support and include this article's URL.

Diagnosis

Sign-in returns an invalid credentials error immediately after you reactivate the account. A password reset returns an expired link. The workaround below refreshes the person's application access and group membership before you reset the password.

Further troubleshooting is required with user account. Since database access permissions are not available externally, raise a support request at https://support.atlassian.com

Cause

The Crowd database did not change the person's active flag from F to T. As a result, the change did not replicate to the Confluence directory.

Solution

Workaround

This will sometimes work to force the reallocation:

Under user management in your site:

1. Select the affected user.

2. Remove the user from all groups.

3. Remove application access from the user.

4. Re-add application access.

5. Re-add the groups.

6. Reset the password."

• If you are on our Cloud platform and this does not work you will have to file a support case at https://support.atlassian.com, Please reference this Knowledge base Article's URL on your ticket.